FxMedSupport Help Center

Updated 04-03-26 - V: 1.0.0

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This article covers how to set up, configure, and use the Auto Reply system in FXMedSupport, including how patients receive auto-reply messages through the Cerbo Patient Portal.

Overview

The Auto Reply system in FXMedSupport automatically sends reply messages to patients when they send a message through the Cerbo Patient Portal. You can set a single practice-wide message that applies to all providers, or configure individual messages for specific providers. You can also schedule temporary auto-reply messages that activate only within defined date ranges — perfect for holidays and planned closures. When a patient sends a message, they receive the configured auto-reply instantly based on the rules you define.

What It Supports

• Practice-wide auto-reply messages applying to all providers
• Provider-specific auto-reply messages for individual providers
• Scheduled auto-reply messages triggered only within defined date ranges
• Multiple independent scheduled date range blocks, each with unique messages
• Automatic delivery of auto-reply messages to patients via the Cerbo Patient Portal

Before You Begin

• FXMedSupport must be installed and active in your Cerbo environment
• Providers must be set up in Cerbo before they appear in the Auto Reply provider dropdown
• You must have access to the FXMedSupport widget in Cerbo

Step 1: Open the FXMedSupport Widget

1. On the right side of the Cerbo screen, click the FXMedSupport circular icon to open the widget.

2. Click Available Apps at the top of the widget.
3. In the Communication section, click Auto Reply.

Step 2: Enable Auto Reply and Configure Your Message

1. Check the Enable Auto Reply checkbox at the top of the screen to activate the system.
2. Under Practice-Wide Message, enter a Message Title (e.g., "Out of office") and a Message Body (e.g., "Sorry, we are closed due to Christmas holidays").
3. To send this message to patients contacting any provider or the main office, check Apply practice message to all providers?
4. To send different messages per provider instead, leave Apply practice message to all providers? unchecked and proceed to Step 3.

ℹ️ Note: The Enable Auto Reply checkbox must be checked for any auto-reply messages to be delivered to patients. If this is off, no messages will send regardless of what is configured.

💡 Tip: If "Apply practice message to all providers?" is checked and provider-specific messages are also defined, the system will send the practice-wide message and ignore the provider-specific ones.

Step 3: Add Provider-Specific Messages (Optional)

1. Make sure Apply practice message to all providers? is unchecked so provider-specific messages can take effect.
2. Under Provider-Specific Messages, click the Select Provider dropdown and choose a provider (e.g., Boots Oliver).

3. Click the blue Add button. A new row will appear with Message Title and Message fields.

4. Enter the Message Title and Message for that provider.
5. Repeat steps 2–4 for each additional provider.
6. To remove a provider's message, click the red minus (–) icon on that provider's row.
7. Click the orange Save Changes button.

ℹ️ Note: When a patient messages a specific provider and that provider has a message configured here (with "Apply practice message to all providers?" unchecked), the patient will receive that provider’s individual auto-reply instead of the practice-wide message.

Step 4: Set Up Scheduled Date Range Messages (Optional)

Scheduled messages are temporary auto-replies that only send within a defined date range (e.g., during holidays).

1. Scroll down to the Scheduled Auto Reply Messages section and click + Add Date Range.

2. Set a Start Date and End Date for the scheduled block.

3. Under Practice Wide Message within the block, enter a Message Title and Message Body.
4. Check Apply practice message to all providers? to send this to all providers during the date range, or leave it unchecked and use the Provider-Specific Messages section within the block to set per-provider messages (same process as Step 3).

5. Click the orange Save Settings button.

6. To add another date range block, click + Add Date Range again and repeat.

7. To delete a scheduled block, click the trash can icon in the upper right corner of that block and confirm.

⚠️ Warning: Deleting a scheduled block is permanent and cannot be undone. All date range settings and messages within that block will be removed.

How Patients Receive Auto-Replies

When a patient sends a message through the Cerbo Patient Portal, the system automatically sends the appropriate reply based on your settings:

• Apply practice message to all providers? is checked — all patients receive the practice-wide message, regardless of which provider they contacted.
• Apply practice message to all providers? is unchecked and provider-specific messages are defined — patients receive the message configured for the provider they contacted.
• A scheduled date range is active — the same practice-wide or provider-specific logic applies, but only during those dates.

The auto-reply appears instantly as a message response in the patient’s Cerbo Patient Portal inbox.

Summary

Opened the FXMedSupport widget and navigated to Available Apps > Auto Reply
Checked Enable Auto Reply to activate the system
Configured a practice-wide message or provider-specific messages and saved
Optionally set up scheduled date range blocks with their own messages and saved
Patients receive auto-replies automatically in the Cerbo Patient Portal based on defined rules

Troubleshooting

Patients are not receiving auto-reply messages → Make sure Enable Auto Reply is checked and that you have clicked Save Changes.

The practice-wide message is sending instead of provider-specific messages → Check whether Apply practice message to all providers? is checked. Uncheck it to allow provider-specific messages to take effect.

Scheduled messages are not sending during the date range → Confirm Enable Auto Reply is still checked in the main settings. Scheduled messages will not send if the main toggle is off.

A provider does not appear in the dropdown → Confirm the provider is properly set up in Cerbo before they will appear in the FXMedSupport dropdown.

I accidentally added a duplicate provider row → Click the red minus (–) icon on the duplicate row to remove it, then click Save Changes.

Need Help?

If you run into any issues while setting up or using the Auto Reply system, please reach out to our support team. We’re happy to help!

Still need help? Message Us