For most messages, a final status will appear in less than 30 seconds within the patient channel. Some messages may take up to 10 minutes to be assigned a final status, as WELL waits for the phone carrier's response.
Any outbound SMS/MMS message that fails to deliver via your practice's line will be sent via a dedicated 833 toll-free line. If the message fails to deliver via the 833 line, the message will attempt to send via WELL's short code.
If a patient receives a message from an (833) area code or (81906) number, that means the initial line failed to deliver the messages, but the fallback numbers succeeded.
Regardless of how the message was sent (via phone or text), a final status will appear once it has been delivered successfully.
If it’s been over 10 minutes and the message is still blue, then the message has been delivered to the patient.
If a message failed to reach the patient, the message will appear in red. To mitigate this issue, directly call your patient and internally message your team so they are aware that you’ve reached out. If this issue persists in your practice, feel free to reach out to firstname.lastname@example.org to inform us of the issues you are experiencing.
Why is this happening?
Typically, WELL sends SMS texts to patients via carriers like AT&T, Verizon, and Sprint/T-Mobile. While the great majority of recipients use one of these three carriers, in total WELL uses more than 50 carriers to deliver SMS texts. Texts are sent directly to patients phone numbers, and WELL determines whether the recipient phone number is SMS capable before sending SMS texts to it. If a carrier tells WELL that it cannot send a SMS text to that number, there are back up Toll-Free phone numbers that WELL uses to send the text. Only if the text fails to send through the Toll-Free phone number, users will see the red failed message. Refer to the section above to mitigate this issue.
Turning on/off Delivery Status
If your enterprise wants to toggle this feature, it can be turned on or off by an Enterprise User under Default Settings.
Is there a way to see a consolidated view of all the message history for a specific patient's CSN and which messages were deliverable?
No, there is not currently a consolidated way in WELL to see the message deliverability history across all phone or text messages for a specific patient's encounter. The only way to review this is through each specific patient channel.