How to customize default system messages

You can tailor your messaging to:

• Match your clinic's voice (friendly, professional, or playful).
• Include office-specific instructions.
• Highlight promotions, rebates, or additional services.
• Set clear expectations by including timelines, insurance information, or contact details.

Editing System Messages

1. Go to Settings > Messages.
2. Browse the available message templates.
3. If you're unsure when a message is sent, hover over the information (ⓘ) icon beside the template name for a description.
4. Click Edit beside the template you'd like to customize.
5. Update the:
   • Email version (no character limit).
   • SMS/Text version (character limit applies).
   • French versions, if applicable.
6. Click Save Changes.

Using Dynamic Placeholders:Templates include dynamic placeholders that automatically populate with patient and clinic information when the message is sent.

Custom Order Link TemplatesTemplates beginning with Order Link are used when sending a follow-up to a patient.

In addition to editing the default templates, you can create your own by clicking Add Order Link Template.

This is useful for common scenarios such as:

• Trial lens follow-ups.
• Dry eye recommendations.
• Pediatric orders.
• Specialty messaging for different patient groups.

Your custom templates will appear as selectable options whenever you send a follow-up.

Important Notes

• The Initial Pickup message is only sent once. Any future reminders will use the Patient Pickup Reminder template, so be sure to update both templates to keep your messaging consistent.
• If you don't see the Settings tab, your user account doesn't have permission to edit message templates. Contact your clinic administrator or Otto Support for assistance.
• This is a Premium feature and is only available to those on the Premium plan.