Why is Ava sending messages to our patients in the third person?

This issue only occurs with adult patients and there’s a reasonable explanation for why it’s happening.  
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When putting a patient into Ava’s Auto sequence you choose a “Responsible Party” from a drop-down menu. This allows you to select who you would like to reach out to during the auto sequence.

In most cases for Adult patients, the selected “Responsible Party” should be “none”. You DO NOT want to change the “Responsible Party” drop down to anything but “none”.  This is because adult patients should have all of their contact information assigned directly to them in your Practice Management System rather than to a separate billing party.  There are occasionally extenuating situations where an adult patient may have a separate billing party that you'll want to send a message to. This would be the only time when you might want to select a different responsible party for Ava to communicate with.

Now, for the reason that your patients are getting followed up with in the third person.  Sometimes, offices will put an adult patient’s contact information into the “Billing” or “Responsible” party field.  If you do this, then choose a “Responsible Party” in the drop down menu, you are essentially telling Ava, “This patient has a separate party paying for their treatment, reach out to them instead.” Thus Ava's message is sent in third person.

If you would like to avoid this situation, make sure to put each patient’s email and cell phone directly into their contact information field in the practice management system and select the responsible party in Ava as "none".
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