Responses to Short Notice lists that do not match SMS keywords will need manual matching to confirm the response.

SMS Keyword Matching for SMS Replies

EXACT cannot automatically process SMS replies from patients when the patient keywords do not match the keywords specified in the originating practice SMS notification.

Example:

In this case, EXACT cannot interpret the reply as it contains more characters and words than what was asked "BOOK". A user will need to consider Andrew's incoming reply and match it to a particular SMS that was sent to Andrew within the last 30 days.

Manually Matching SMS Replies to Short Notice Gap SMS

1. Open the SMS Replies screen.
   
2. Select the appropriate SMS, and click the Match Reply button.
   
3. Check the patient response (in this example, "Books").
   • Check each listed SMS, read its information, look at its specified keyword/s then come to a decision - "Is this the SMS to which this patient replied?".
   • When you identify the correct SMS, click to select it and then click the Continue button.
   • If none match, optionally click "Reply to..." to SMS the patient for clarification.
   • When you click Continue after confirming, you will see a Short Notice Gap Reply screen.
     
   • If EXACT is configured for it, when you Book the appointment, EXACT will automatically send a confirmation SMS to the patient.
     To check (optional): Checking that Confirmation notices have been sent, received, acted upon.
     ⚠️Note: If another patient has already booked the gap, a message will be displayed advising the appointment gap is no longer available.
     
     When you click OK, a Gap Gone SMS will be sent to the patient.