Troubleshooting: a patient got a message they shouldn't have
1. Contain
Section titled “1. Contain”Pause the workflow now (toggle on its card). Pausing is free; a second wrong message isn’t. If the patient replied, respond personally in SMS Conversations — a quick human apology goes a long way.
Note: pausing stops Teamio from processing new triggers, but a message that was already scheduled with a delayed Send When (for example 1 Day After) may already be queued. If timing is critical, watch the patient’s SMS Conversations thread and follow up personally rather than assuming the pause caught everything.
2. Diagnose
Section titled “2. Diagnose”Open View Activity, find the run that sent the message, and select the eye icon for Run Details (Status, Action, Patient, Ran On, Details, and the Run ID). The trigger isn’t shown as its own field — each workflow has exactly one trigger, so the workflow itself tells you what fired. The usual causes:
- The trigger legitimately fired but the message copy doesn’t fit every case it matches (e.g. an Appointment Completed message that assumes a particular procedure).
- Open Dental action mismatch — something was changed in OD in a way that matches the trigger more broadly than intended.
- New-patient targeting not configured — a welcome message added as a plain SMS Rule goes to every matching patient. New-patient-only behavior comes from configuring the separate For New Patients Only section (on the Appointment Scheduled trigger), not from a rule. If a 10-year patient got the welcome, the message was likely a plain rule instead of a new-patient entry.
3. Prevent
Section titled “3. Prevent”- Reword the message so it’s correct for everything the trigger can match.
- Move new-patient greetings into the For New Patients Only section, or narrow the rule’s Proc Code match.
- Re-activate and watch View Activity for the next few runs.