Technical details.

These notes describe how messaging is sent and tracked. They are not a public API contract. Confirm current behavior during setup.

Texting from the clinic number

The EyeconX Gateway sends outbound SMS for a clinic. Each clinic uses its own API key, bound to that clinic’s authorized business number, so texts go out from the practice number patients already know.

• Queued delivery: outbound texts are queued so a send is not lost if a connection blips.
• Delivery statuses: a message can be followed from accepted, to queued, to sent, and then to delivered, undelivered, or failed.
• Failed messages: staff can list, resend, or clear a failed gateway message without dropping the conversation.
• Optional webhook: a status callback URL can notify another system when the delivery outcome changes.
• Confirmation links: English or French confirmation text and a short link can be appended when a response is required.
• Gateway view: the clinic can monitor SMS volume and health.

Voice reminders

Automated calls support keypad responses (DTMF) for confirm, cancel, reschedule, or transfer, with answering-machine detection and voicemail.

Recalls and booking

• Recall timings are configurable. Lists can be uploaded and processed, and reports can be viewed or downloaded.
• Public booking uses doctor schedules, custom hours, exceptions, and appointment-type mappings. Requests stay in a staff review workflow.

Clinic controls

• Feature toggles turn reminders, recalls, reputation, surveys, booking, two-way text, optical, and blasts on per clinic.
• Roles include manager, ECP, staff, and admin, with password reset and per-user reminder settings.
• Email domain authentication and email event tracking keep sender identity and queue status current.
• Consent-related feature flags support anti-spam handling around campaigns. Patients still have public unsubscribe and channel preferences.

The practice-facing explanation of each of these is on the features page.