If you've scheduled an individual message to a patient, you can cancel it before it sends. You can also view your colleagues' scheduled messages and cancel them, too.
Scheduled Messages vs. Normal Messages
Accurx provides users with the ability to send both normal and scheduled messages. However, the cancellation policies for these two types of messages differ due to how they are processed by the network provider. Below, we explain the key differences and policies regarding message cancellation.
Scheduled Messages
Scheduled messages are set to be sent at a specific date and time in the future. These messages remain in a pending state until the scheduled time arrives. Because they have not yet been sent to the network provider, users can cancel them at any point before the scheduled send time. Once the scheduled time passes and the message is sent, it can no longer be cancelled.
Normal Messages
Normal messages, on the other hand, are sent immediately upon triggering. Once a normal message is sent, it is processed by the network provider and cannot be cancelled. This immediate processing is why normal messages do not have the same cancellation flexibility as scheduled messages.
Accurx allows for the cancellation of scheduled messages before they are sent. Once a message is sent, it cannot be fully retracted or unsent. However, certain actions, like disabling links within the message, can mitigate potential issues.
1. Select the inbox icon on your Accurx toolbar.
2. You can either go into your inbox if you scheduled the message or into "All conversations" if you want to check the whole practice's scheduled messages.
3. Click 'Sent & Scheduled'
4. Click the 'Scheduled' tab
5. The original message will still show up on this list with the option to cancel.
The message will still appear in the patient's record in EMIS, so you will also need to delete the entry manually in EMIS/SystmOne/Vision. Additionally, if the message contained any links (e.g., booking or survey links), you can disable those links to prevent further use.
If you need to find scheduled messages for a specific patient, please follow these steps:
1. Open the patient on EMIS/SystmOne/Vision
2. Open the Accurx inbox, then select the patient card on the bottom left of the inbox where it says EMIS patient/SystmOne patient/Vision patient. This will load all Accurx messages related to this specific patient.
3. Open the 'Done' tab and scroll through the patient's conversations to find the scheduled message.
4. Select 'Cancel' to cancel the scheduled message.
If you still have any questions or concerns, feel free to chat with us using the green message bubble in the bottom right-hand corner of this page. 👉