Communications

Configure SMS and email notifications sent to patients during each status change in the walk-in lab test order lifecycle.

Communication for patients is done via email or SMS for Walk-in orders. Customers have the following options when setting this up:

• Default - Email and SMS communications are enabled.
• SMS Only or Email Only - Only SMS or Email communication is enabled.
• Disable - All communications from Junction are disabled.

Each option has a different set of content and status changes, depending on what triggered them.

You can enable or disable SMS and Email communications individually through the Junction Dashboard, under the Team Settings section.

Default Communications

SMS Messages

A table of the Order Status and default SMS is provided below:

Order Status	Default Message
ordered	"Hi, {patient_first_name}, your order for the {team_name} walk-in-test has been placed! We'll provide you with updates on the status of your order via text messages :)."
requisition_created	"Hey {patient_first_name}, it's time to visit your local {lab_name} center. Please check the email you just received for instructions."
appointment_scheduled	"Your appointment with the lab has been booked at {date} over at {address}! Here's your appointment key: {appointment_key}" This message is sent only for Quest orders and Quest appointments placed through Junction API.
appointment_cancelled	"Hey, your lab appointment at {date} for {team_name} has been cancelled." This message is sent only for Quest orders and Quest appointments placed through Junction API.
redraw_available	"Hi {patient_first_name}, your {team_name} results have come back with at least one missing biomarker. We recommend a redraw to complete your lab testing. We will send you an email shortly with more information."
completed	"Your results have finished processing, your results should be ready soon."
cancelled	"Hey, your order for the {team_name} walk-in-test has been cancelled. If this is by accident, please contact support."

SMS Texts are customizable, and can be enabled or disabled individually.

Emails

For emails, the following table describes what information each email contains for each Order Status:

Order Status	Email Content Description
requisition_created	An email with confirmation of the partner Lab and additional instructions will be sent to the patient.
redraw_available	An email with confirmation of the partner Lab, missing biomarker(s) and redraw instructions will be sent to the patient.

Emails can be customized and sent from your own domain.

Scheduling Appointments Before A Requisition Has Been Created

This feature is in closed beta.

Interested in this feature? Get in touch with your Customer Success Manager.

If the ability to schedule appointments before a requisition has been created is enabled for your team, all appointment-related messages will be triggered by the appointment status, not the order status. All non-appointment-related messages will be triggered by the order status, e.g., requisition_created, completed, etc. (see above section).

SMS Messages

A table of the Appointment Status and default SMS is provided below:

Appointment Status	Default Message
confirmed	"Your appointment with the lab has been booked at {date} over at {address}! Here's your appointment key: {appointment_key}" This message is sent only for Quest orders and Quest appointments placed through Junction API.
cancelled	"Hey, your lab appointment at {date} for {team_name} has been cancelled." This message is sent only for Quest orders and Quest appointments placed through Junction API.

Emails

No emails are sent for this feature.

Disable Communications

In this case, no communications will be sent from Junction. You have the ability to produce completely customized communications using the Webhook events described previously.