Two-way Text Messaging

Two-way Text Messaging

Two-way text (SMS) messaging allows you to have text conversations with your clients using a dedicated number. Text conversations can include images, and can be saved directly to a client’s communication history. Please note that a monthly fee applies to this add on, but it includes unlimited messaging. In addition, all automated text messages, such as reminders and confirmations, will be sent from this dedicated clinic number.


This feature is currently only available in the US and Canada.


Enabling Add On
To enable the add-on:
  1. Click on Settings
  2. Click on “add ons"
  3. Click on the plus icon for the two-way text (SMS) line
  4. Confirm the payment information in the form that appears and click “enable”


Managing Conversations

All conversations are managed in the clinic inbox, which can be found in the Schedule module. A red ball will flash on the inbox whenever a new message has been received.


Starting a Conversation

A conversation will automatically be started whenever a text message is sent to the clinic’s number. In addition, conversations can be started by the clinic from within the inbox (by click on the “+” icon), or from a patient’s or client’s profile (New Communication > Send SMS).


Responding to a Conversation

Responses are added to the conversation using the form at the bottom of the conversation itself. Responses can include emojis and attachments.


Including Attachments
To include an attachment to a conversation, click on the “…” button at the bottom of the inbox and select “add attachment.” The form that appears will allow you to attach a document from your library, or upload one from your device.

Learn more about the attachments library.

Closing a Conversation

Closing a conversation will remove it from the inbox, but the contents of that conversation will be saved to the client’s profile. To close the conversation, click on the “…” button at the bottom of the inbox and select “close conversation.”


Deleting a Conversation

Deleting a conversation will permanently delete it without saving it to the client’s profile. To delete the conversation, click on the “…” button at the bottom of the inbox and select “delete conversation.”

Once deleted a conversation cannot be recovered.

Assigning a Conversation to a Client

If a message is received from a phone number that is not already assigned to an existing client, you will have the option to assign the conversation (and the phone number) to an existing client or to create a new client. To do so:

  1. Click on the “…” button at the bottom of the inbox and select “assign to client”
  2. Search for the client in the form that appears
  3. If the client exists, select the client from the list
  4. If the client does not exist, select the “add client” option to create a new profile
  5. Click “save”


After-Hours Auto-Responder

An after-hours auto-responder is available to automatically respond to messages received outside of the practice’s business hours. The default message can be set when enabling the add-on. Messages received after-hours will appear in the inbox so they can be addressed when the practice reopens.

An email alert can be sent to designated recipients whenever an after-hours message is received.  To configure this alert:
  1. Click on Settings
  2. Click on "Add Ons"
  3. Click on the gear icon for the "SMS Messaging (Two-Way)" line and select the option to edit the add-on
  4. Set the "After hours alert" field to send alerts
  5. Enter the email addresses for the people you would like to receive those alerts (each email should be separated with a comma)
  6. Save your changes

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