Intellect™
SCHEDULE MENU OPTIONS
Appointment Reminder
Twilio
Troubleshooting Twilio Appointment Reminders - Users Tool Guide
Following are some of the most common issues reported by clients, and a guide on what your office can do to correct the problem.
Issue: Patients are not receiving their text or call reminders
Issue: Call reminders were working but now patients are hearing an error instead of the message.
1. No funds on your Twilio account. Before contacting support, there are a few things you can do to check your Twilio account. Does your Twilio account still have enough credit attached to it? If it is low, you will need to add more money to your account.
2. Your account is inactivated. If your office stops using/sending appointment reminders, your Twilio account will go to an inactive state. Please go online and verify that your account is active and/or reactive your account.
3. Have any changes been made to your domain (the URL address set in the Configuration screen)? Doing so will cause a problem with the text messaging. Please contact Prime Clinical Systems' support team so that we may login WITH YOU to your Twilio account to update that information online.
4. Valid SSL certificate. Reminder, you must have an unexpired SSL certificate. Ask your IT to check the SSL certificate expiration date. Or, if you have the information, check the expiration date. If you are on the Cloud with Prime Clinical, please contact our IT department and ask them to check the SSL certificate to be sure it is still valid.
5. Port(s) not open. OnStaff/Intellect uses port 8080 for the call reminders and 8443 for text messaging. Be sure that the port(s) is open (depending on what type or both messages are being sent). Have your IT department check that the port(s) is open. If you are on the Cloud with PCS, please contact our IT department to check that the port(s) is still open.