While the majority of patients are comfortable with and even prefer text messaging, some may not wish to receive text messages. If this is the case, we make it easy for you to accommodate their preferences.
Typically, the majority of communication from a practice to a patient is through automated messages. When these automations are sent, a patient's preference is respected. If an automation is set up to include calling and emailing and if a patient prefers either method, then the automation will reach them through the preferred method. For example, a patient who prefers calling will not receive an automated text message. To view a patient's communication preferences, click Edit next to Preferred Contact in the Patient Facesheet.
You can easily stop outgoing text messages to any patient that requests messages to STOP. If a patient replies with "stop," "stop texting me," or any other indicator that seems like they no longer wish to receive text messages from your practice line, the Patient SMS Status will change to Stopped and the text block in the channel will be grayed out.
If a patient requests to stop texts in another way, please disable texting. You can do this by toggling the "texting allowed" level below the Upcoming Appointments section. This status will not affect call or email automations.
A patient can re-initiate text messages by texting "start" to your practice.
NOTE: This toggle may be set to allowed even when the patient preference is set to stopped. It is meant to act as an override in the event that the patient requests text communication to stop in a way other than texting in "stop."