Text Messages

What you'll learn: How text messaging works in your practice, viewing message history, and understanding SMS capabilities.

Text Messaging Overview

When SMS is enabled for your practice:

• Send text messages to patients
• Receive responses
• Track message delivery

Note: SMS features require additional setup and may have usage costs.

SMS Metrics

On the analytics dashboard:

• Total SMS — All text messages in the period
• Message counts help track usage
• Compare to other communication channels

Common Uses for Text Messages

Appointment Reminders

• Quick reminders before visits
• Higher open rates than email
• Easy for patients to see

Confirmations

• Confirm appointments via text
• Patients can reply to confirm
• Reduces no-shows

Quick Communications

• Brief updates or notifications
• Time-sensitive information
• Follow-up messages

Sending Text Messages

When messaging from a patient profile:

1. Click the messaging option
2. Enter your message
3. Send to the patient's phone

Message Delivery Status

Track whether messages were delivered:

• Sent — Message left the system
• Delivered — Reached the phone
• Failed — Could not deliver

Two-Way Messaging

If enabled:

• Patients can reply to messages
• Responses appear in the system
• Enables conversation flow

SMS Best Practices

Keep messages brief — Text works best for short communications.

Include essential info — Date, time, location, action needed.

Respect preferences — Some patients prefer email or phone.

Mind the timing — Avoid very early or late messages.

Message Templates

Pre-written messages for common scenarios:

• Standard reminder text
• Confirmation requests
• Thank you messages

Templates save time and ensure consistency.

SMS Costs

Text messaging may have costs:

• Per-message charges
• Included in some plans
• Track usage in billing section

Patient Opt-In

Patients should consent to receive text messages:

• Collect SMS permission during intake
• Allow opt-out requests
• Comply with messaging regulations

SMS and Patient Records

Text messages link to patient profiles:

• View message history
• Track all communications
• Maintain complete records

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