How to Customize Default System Messaging

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 Templates
Templates beginning with Order Link are used when sending an Order Link 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 an Order Link.

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.