Routing & Reminders
Configure who gets notified for which events and set up automatic appointment reminders.
Routing & Reminders
Notification routing rules determine which staff members receive alerts for specific events. Reminders are automated pre-appointment notifications sent to patients.
Routing Rules
Each routing rule defines how notifications for a specific event type are delivered to staff. A rule includes:
Field | Description |
|---|---|
Event Type | Which event triggers this rule (e.g., appointment.confirmed) |
Routing Strategy | How to select recipients (see below) |
Target Staff Types | Which staff roles receive the notification (e.g., DOCTOR, ADMIN) |
Target Value | Additional targeting criteria (strategy-dependent) |
Channels | Which channels to use (WhatsApp, Email, SMS, Push) |
Priority | Notification urgency: LOW, NORMAL, HIGH, or URGENT |
Scope | Tenant-wide or centre-specific |
Routing Strategies
Seven strategies control how recipients are selected:
Strategy | Description |
|---|---|
ROLE | Route to all staff of specific roles (e.g., all ADMINs) |
DEPARTMENT | Route to staff assigned to a specific department |
RESOURCE_ASSIGNED | Route to the staff member assigned to a specific resource |
ALL_ASSIGNED | Route to all staff assigned to the relevant centre/department |
ON_DUTY | Route only to staff currently on duty |
ESCALATION | Multi-level escalation with timeouts (see below) |
BROADCAST | Send to all staff of the specified type across the tenant |
Escalation Configuration
The ESCALATION strategy supports multi-level routing with automatic escalation:
- Level 1: initially notify a specific staff type (e.g., assigned DOCTOR)
- Timeout: if no response within the configured minutes, escalate to next level
- Level 2: notify a different staff type (e.g., SUPERVISOR or HEAD_OF_DEPARTMENT)
- Level 3+: additional escalation levels can be configured
Each level specifies which staff types to notify and how long to wait before escalating. This ensures critical events are never missed.
Rule Scoping
Routing rules can be scoped at two levels:
- Tenant-Wide: applies to all centres in the hospital (centre_id is not set)
- Centre-Specific: applies only to events at a specific centre
Each combination of tenant, centre, and event type can have only one routing rule. Centre-specific rules override tenant-wide rules for that event.
Appointment Reminders
The system sends automated reminders to patients before their appointments at three intervals:
Reminder | Timing | Channels |
|---|---|---|
24-Hour Reminder | 24 hours before appointment | WhatsApp, Email |
2-Hour Reminder | 2 hours before appointment | |
30-Minute Reminder | 30 minutes before appointment |
Reminder Processing
Reminders are processed by a scheduled job:
- The reminder job runs periodically as an HTTP endpoint called by an external scheduler
- It finds appointments with reminder times falling within a 5-minute window (plus or minus 150 seconds from the scheduled time)
- Reminders are processed in batches of 200 appointments
- Each reminder uses the appropriate template with appointment details (patient name, doctor, centre, slot time, booking reference)
- All three reminder intervals are enabled by default
Reminders are only sent for appointments in CONFIRMED status. Cancelled or rescheduled appointments do not receive reminders.
Managing Routing Rules
You can create, update, list, and delete routing rules:
- Create a rule by specifying the event type, strategy, target staff types, channels, and priority
- Update a rule to change the strategy, targets, or channels
- List all rules filtered by centre or tenant
- Delete a rule to stop routing for that event type
Rules can be activated and deactivated without deleting them, allowing temporary changes to notification behavior.
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