Notifications are app based alerts sent to patients’ phones.

They are used for:

• Booking confirmations

• Appointment reminders

• Reward updates

• Promotions or announcements

Notifications support the patient experience but do not replace CRM communication.

Patients are prompted to allow notifications:

• When they add the app to their home screen

• When notifications are first triggered

If a patient taps Allow, notifications will be delivered.

If a patient taps Deny, notifications will not appear.

Notifications appear:

• On the patient’s phone lock screen

• In their phone’s notification center

They do not require opening the app to be received.

Notifications are sent by:

• The clinic

• Through the Client Management tools

Sage does not send notifications.

Patients cannot reply directly to notifications.

Clinics control:

• When notifications are sent

• What content is included

Notifications are informational and do not require actions inside the app.

Notifications:

• Do not require the app to be open

• Do not work if the phone has no connection

• May arrive once the device reconnects

Short delays are expected behavior.

If a patient says:

• I am not getting notifications

→ Confirm notifications are enabled in phone settings

• I tapped Deny by mistake

→ Patient must re enable notifications from their device settings

• I turned notifications off

→ Patient controls this from their phone

• I received nothing

→ Check CRM communication history

Normal behavior

• Notifications disabled by the patient

• Occasional delivery delays

• Notifications not appearing offline

Actual issues

• Notifications sent in CRM but never delivered after confirmation and refresh