This document outlines the specific order of priority for automated responses at Carrick Health. Understanding this hierarchy is essential for ensuring that patients receive timely and appropriate communications based on their interactions with our clinic.

At Carrick Health, the following order of priority is established for automated responses. This hierarchy determines which automatic message will be sent first when multiple types of responses are configured:

• Welcome messages

• Appointment reminder/confirmation messages

• Temporary away messages

• Out-of-office messages

• Bots/Agents

In practice, this means that if a patient with no prior history of texting your clinic contacts you, they will receive the configured welcome message first, above all other responses. Following the welcome message, responses related to appointment reminders and confirmations will take precedence. If the clinic is unavailable, temporary away messages and out-of-office messages will be sent next. Finally, automated responses from bots or agents will be utilized, unless they are permitted to respond during out-of-office hours.