Engage - Glossary of Terms

See all Engage terms below and what they mean!

• Appointment Reminder: A text, email, or voice message sent to clients reminding them of their appointment date and time.
• Broadcast: A text message sent to a group of clients. Broadcasts are useful for large-scale notifications, such as unexpected office closures.
• Campaigns: An email message sent to a group of clients. Campaigns are great for office events or practice newsletters.
• Campaign Generator: AI feature that generates email campaign templates after your staff provides general parameters.
  • The Campaign Generator is available with Engage Premium.
• Confirmation Request: A text, email, or voice message sent in advance of an appointment that asks the client to confirm their attendance. 
  
  • A text confirmation request for a single client appointment asks the client to respond with "C."
  • A text confirmation request for a grouped reminder (such as for siblings) asks the client to click a link. Once they do, they can select which appointments they wish to confirm.
  • An email confirmation request for both single and grouped reminders asks the client to click a link. Once they do, they can select which appointments they wish to confirm.
  • A voice confirmation request asks the client to press 1 on their phone to confirm the appointment/s.
• Confirmation Request Reminder: A follow-up text, email, or voice message sent to clients who do not respond to the original confirmation request. 
  
  • Confirmation Request Reminders will not send to clients unless they first receive the initial confirmation request.
• Daily Review for Patient Recalls: A report that shows all clients who are due to schedule their next appointment.
  
  • Your practice can set how often clients need to be seen for each service. For example, you can dictate that they need to schedule therapy visits every 14 days.
  • If your practice sets the Automated toggle to OFF in Patient Recall → Settings, you can check your Daily Review report each day and remove clients as needed before sending recall messages. 
• Daily Review for Review Management: A report that shows all clients who are eligible to receive a review request.
  
  • Your practice can set when clients receive review requests in Templates → Review Management.
  • If your practice selects the Daily Review option in Review Management → Settings, you can check your Daily Review report each day and remove clients as needed before sending the review requests.
• EasyFill: Feature that sends messages to waitlisted clients when appointment slots become available due to cancellations or rescheduling.
• Feedback Button: This variable, featured in the Review Request email template, will take the client to a page that allows them to  provide internal feedback to your practice.
• Feedback & Requests: Log showing the review requests sent to clients and the feedback they provide in response.
  
  • Note: Feedback is internal to the practice; it does not display on public sites such as Google.
• Focus Inbox: Optional setting that organizes messages with unique language into a Focused inbox. For example, a standard confirmation response such as "C" would not filter to the Focused inbox, but a unique response such as "I need to reschedule my appointment" would.
  
  • You can turn off the Focus Inbox setting in the Patient Communicator; click the gear wheel icon and turn the Focus Inbox toggle to OFF.
• Location Details: This is where your location information lives in Engage. You can do the following in the Location Details section:
  
  • Enter your practice address and contact information
  • Upload your logo
  • Enter business hours
  • Adjust email settings
  • Connect Facebook and Google accounts
  • Enter your Maps URL
• Message Logs: A one-stop shop for auditing sent messages. View your messages by recipient, method, reminder type, and date.
• Non-integrated Patients: Contacts that you upload into Engage via CSV documents. This is a useful feature for adding family members who take clients to their appointments.
  
  • Note: All PracticeQ clients scheduled for appointments will automatically integrate with Engage.
• Patient Communicator: The home of client communication threads; go here to see and respond to text messages with your clients.
• Patient Groups: Client groups your practice creates based on services scheduled, demographics, or assigned practitioners. Once you create patient groups, use them to send targeted reminders and messages.
• Public Reviews: Practice reviews left by clients on Google and Facebook.
  
  • Once you connect your Google and/or Facebook accounts, Engage will compile the public review information and display it on the Public Reviews dashboard.
• Recall: Message reminding a client that they need to schedule their next appointment.
  
  • Your practice decides how often clients need to schedule each service in Patient Recall → Settings. 
  • If a client does not schedule within that time, Engage will send a recall message encouraging them to schedule. 
• Request Link: This variable, featured in the Review Request text template, guides the client to a page where they can provide either internal or public feedback to your practice.
• Review Request: A message sent to a client asking them to leave a review.
  • Go to Templates → Review Management to view and customize your Review Request email and text templates.
• Review Sites Button: This variable, featured in the Review Request email template, takes clients to your public review sites, such as Google or Facebook.
• Review Responder: An AI feature that generates responses to your client reviews.
  • The Review Responder is available with Engage Premium.
• Save the Date: Message sent to clients when they schedule an appointment 30-365 days in advance.
  • Go to Templates → Appointments to view and customize the Save the Date message.
• Scheduled Messages: Messages that you created, then schedule to be sent at a future time/date.
  • To set up a scheduled message, open the client's message thread in the Patient Communicator.
  • Type the message, then open the dropdown menu to the right of the Send button.
  • Select Send it in one hour, Send it tomorrow morning, or Schedule message. The last option will allow you to enter your desired date and time.
• Translator: AI feature that translates incoming and outgoing messages in the Patient Communicator to accommodate a client's preferred language.
  • The AI Translator is available with Engage Premium.
• Users: Staff members using Engage.
  • To view Users, click Manage Users from the Engage toolbar.
• Waitlist: List of clients that Engage will reach out to when activating EasyFill for last-minute cancellations and rescheduling. 
  • To access the Waitlist from PracticeQ, click the Waitlist button on the calendar.
  • When you add a client to the Waitlist, their upcoming appointment information will display for your convenience. You can also add notes to the entry, such as Prefers morning appointments.

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  For more about Engage and how you can add it to your PracticeQ account, click here.