Notification, reminder and journey settings reference

Where notification and reminder behaviour is configured, why the Reminders tab is not in use, and every Journeys tab setting with its default.

This page covers three groups of settings: notifications, appointment reminders, and the clinic-wide journey settings on the Journeys tab of SettingsPlatform ConfigurationSystem Settings. It is for administrators and implementation staff.

Notifications and reminders are mostly not configured in System Settings. The first sections tell you where they are configured. The rest of the page is the Journeys tab reference.

Where notification settings live

What you want to set	Where	Read more
Who is told about an event (staff and patient), on which channels, with which template	SettingsPlatform ConfigurationNotification Rules, Organisation and Centre tabs	Notification rules
How staff recipients are chosen (by staff type, department, on duty and so on)	Notification Rules, Strategy field	Notification events and recipient strategies
Message wording and variables	Notification Rules, templates per rule	Templates and variables
Appointment reminders	Notification Rules, appointment reminder event	Appointment reminders
Operational alerts	SettingsPlatform ConfigurationAlert Rules	Alert rules and silences
Quiet hours for patient messages	Journeys tab (journey messages only)	This page, Messaging hours

Messages sent by Notification Rules go out straight away. The quiet hours on the Journeys tab apply to journey messages only.

Appointment reminders

Appointment reminders are not set on the Reminders tab. Once your implementation team has switched scheduled reminders on, LeapHealthOS sends one scheduled reminder for each Confirmed or Checked-In appointment before it starts. Staff can also send one by hand with Send Reminder on a counselling session's Case Record. The reminder timing has no setting in System Settings; your implementation team sets it.

Reminders are delivered through the Appointment Reminder notification rule, in the Appointments group. Set its channels and template there. Without that rule, no reminder is delivered. See Appointment reminders.

Reminders tab: shown but not applied

The Reminders tab is not in use

Changes on the Reminders tab cannot be saved and have no effect. Use Notification Rules for reminders.

Label	Shown on screen	What to expect
24-Hour Reminder: Enabled, Offset, Channels, Priority	On, -1440 mins, WhatsApp & Email, High	No effect
2-Hour Reminder: Enabled, Offset, Channels, Priority	On, -120 mins, WhatsApp Only, High	No effect
30-Minute Reminder: Enabled, Offset, Channels, Priority	On, -30 mins, WhatsApp Only, High	No effect

Journeys tab

The Journeys tab holds clinic-wide defaults for every journey. Before you edit it:

It applies to the whole organisation. The level picker is locked to Tenant (Global) and the tab shows "Journey settings apply to the whole clinic".
Each field shows "Inherited — the platform default applies" until you click Override. Only the fields you override are saved. Clear override returns a field to the platform default when you save.
A setting on a journey step, for example a cooldown on the Start node, takes precedence over these defaults for that journey.

The Default column shows the platform default that applies while a field is inherited.

Entering journeys

Label	Type and options	Default	What it does
Re-entry cooldown	Hours	No cooldown	After a patient's run of a journey ends, how long before they can be enrolled in that journey again
Admissions per hour	Number. Blank = no limit	No limit	The most new journey enrolments allowed across the organisation in any hour. Further enrolments are refused
Consent purposes required	Tick boxes from your active consent purposes	None ticked	When set, a patient is enrolled only if they have given consent for at least one of the ticked purposes

See Entry rules and enrolling patients.

Messaging hours

Label	Type and options	Default	What it does
Quiet hours	From, To, Whose clock (The patient's / The clinic's), Timezone (for The clinic's)	None	Holds non-urgent journey messages during these hours. Both times are needed ("Choose both times for quiet hours")
Message timing policies	One row per news type: News type, Channels allowed (WhatsApp, Email), Send from, Send until, A person first	None	A journey message that carries a news type follows its row: only the allowed channels (none chosen means every channel), only inside the sending hours (outside them the message waits), and with A person first, only after a call task of the journey is completed

Each row needs a news type ("Every policy needs a news type"), and sending hours need both times ("A policy with sending hours needs both times"). See Reach node.

Times of day

Label	Type and options	Default	What it does
Morning · Afternoon · Night	Three clock times	08:00, 14:00, 20:00	The clock times medication routines use for "morning", "afternoon" and "night"

See Routine node.

Staff & signing

Label	Type and options	Default	What it does
Escalate closed journeys' open tasks to	Staff role	None	When a journey ends with tasks still open, they go to this role. The waiting option Hand it to operations also uses it
Signing window	Days	7	Default time a signer has to sign
E-signature provider	Providers set up for signing under Verification, or Not set	Not set	Default provider for Sign steps. If the list cannot load you see "E-signature providers could not be loaded."
Verification environment	Sandbox / Production	Production	Which provider account journeys use: test (Sandbox) or live (Production)

Signing providers are set up in SettingsPlatform ConfigurationVerification. See Sign node.

Signing task wording

The title and instructions staff read on a signing task, one pair per reason. Each reason has a Title and an Instructions field. Leave a reason inherited to keep the standard wording.

Label	When staff get this task
Signer could not be found	The person or their contact details are missing
Same person named twice	One person holds two signing places
Link could not be sent	Sending the link fails at once
Link was not delivered	The message is reported as failed later
Signature is overdue	The follow-up time of the Sign step has passed
Staff member signs	A doctor or staff member signs from a task
Signing at the desk	The signer signs at the desk with the coordinator

Waiting

These defaults apply to every Engage, Capture and Sign step that sets nothing of its own.

Label	Type and options	Default	What it does
Remind before the limit	Hours. Blank = no reminder	No reminder	Sends a reminder this long before a waiting step's time limit
Open task when the step moves on	Keep it open / Cancel it / Hand it to operations	Keep it open	What happens to a step's open task when the journey moves past the step. Hand it to operations uses the role under Staff & signing
Signing limit counted from	The moment the step starts / The moment the link goes out	The moment the step starts	When a Sign step's time limit starts

See Waiting, time limits and reminders.

Schedules and Health

Label	Type and options	Default	What it does
Default timezone	Timezone, for example Asia/Kolkata	Not set	Used for schedules when the patient and centre have no timezone
"Stalled" after	Days	3	Journeys > Health lists a step as stalled once it has waited this long with nothing armed. A step waiting on a timer or an event is healthy, however long it waits

See Schedulers and journey settings and Health and insights.

Access

The Access section is a note only: journey screens follow the permissions of each staff type, set on the Organisation tab. See Who can do what in Journeys.

Who can change these settings

Saving the Journeys tab needs the Configure permission on Settings. Each save appears in Config History under JOURNEY. See Config history and rollback.

settings referencenotificationsremindersjourneysquiet hourssigningconsentsystem settings