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Table of ContentsHow does the Texting Allowed toggle work with SMS Status?Patient Opt-OutLine and Patient Channel ImpactsMessaging ImpactOpt-InMore Info KeywordsKeyword Language Support
Displayed in the Patient Facesheet, SMS Status is one of the Patient Communication Settings that help determine how messages are delivered to the Patient through Artera.
This status reads Opted In or Opted Out and is controlled by the patient through specific carrier keywords. This determines whether the patient can receive text messages and can be helpful when troubleshooting message delivery. Note: Patients who have Opted Out of SMS messages cannot be sent Emails from the Patient Channel.
This functionality is available regardless of whether patient contact preferences are synced from your EMR or not.
How does the Texting Allowed toggle work with SMS Status?
Setting Texting Allowed to Yes will not override an SMS Status of Opted Out. The Texting Allowed toggle is designed to stop a patient with an SMS Status of Opted In from receiving SMS in situations where the patient requests text communication to stop in a way other than using one of the single words described below.
Patients can unsubscribe from a specific Phone Line to stop receiving text messages. This will also prevent them from receiving email messages manually sent through that Patient Channel. By default, if a patient replies with any of the single words below, they will be automatically opted out. These are not case-sensitive.
Example Note: The patient's Opt-Out message (i.e. End in the example above) will not appear in the Patient Channel.
Line and Patient Channel Impacts
The patient will only be opted out of texts from that specific Phone Line which they texted into. If the patient is receiving messages from other Lines in your Enterprise, they will need to opt-out of each number individually. Once the patient has opted out, the SMS Status will update to Opted Out and the Send Text button will be disabled.
Patients will not be able to receive any SMS messages through Automations, Broadcasts, Campaigns, or Manual Messaging. However, patients are still eligible to receive phone calls or emails for messages set up to include those options.
To prevent a patient from receiving all Automations, set the patient to Do Not Contact in the Facesheet if Contact Preferences are not being synced or directly in your EMR/system of record.
Patients can re-initiate text messages by responding with any of the single words below:
Note: The patients Opt-In keyword will be viewable in the Patient Channel.
More Info Keywords
Patients who text in single words such as HELP or INFO will receive the following instructions on how to control the delivery of their text messages.
Note: These keywords (i.e. INFO) are not displayed in the Patient Channel.
Keyword Language Support
The Opt-In, Opt-Out, and More Info workflows are supported only in English today. Phone carriers may support keywords in different languages. This varies by carrier and is not native to Artera.