Cellphone numbers are verified that they are SMS enabled before a text message is sent to them to ensure that the patient successfully receives automated reminders, recalls & review messages, or texts messages sent manually.
Using the verification status
This feature enables you to spot outdated/ incorrect cellphone information and update it as you go, to make Donna's automation even more effective. The status of verified cellphone numbers can be viewed in:
the sidebar of each patient’s chat conversation
on the patient profile
Chat Sidebar View
Patient Profile View
Go to Patient Profile > Patient Info
Click the Personal tab
How to read the status
✅ Green Check Mark
SMS Supported and SMS Enabled
If the assigned cellphone number supports SMS and the patient’s contact preferences in CareCru for SMS are enabled, then the SMS status will show a green check mark.
Voice Supported and Voice Enabled
If the assigned cellphone number supports Voice and the patient’s contact preferences in CareCru for Voice are enabled, then the Voice status will show a green check mark
❌Red Cross Mark
SMS Not Supported or SMS Disabled
If the assigned cellphone number does not support SMS and/or the patient’s contact preferences in CareCru for SMS are disabled, SMS status will be red.
Voice Not Supported or Voice Disabled
If the assigned cellphone number does not support Voice and/or the patient’s contact preferences in CareCru for Voice are disabled, Voice status will be red.
💡Further details on the status of each cellphone status can be found by hovering over the status icons ( Green checkmark / Red x)
Failed verification indicators and how to begin texting patients
A reminder of the verification status at the bottom of the patient's chat
If a patient’s cellphone number does not support SMS, then you will not be able to message the patient via Chat until the cellphone number is updated and Donna will
In the patient's chat conversation
If Donna’s automated messages fail due to the cellphone number provided not supporting SMS then the messages will appear as Message not sent.
Note: Once you have updated the patient's profile with a valid cellphone number, then you will see the link Click to retry to resend the message.
Patients Profile in Timeline & Activities
An event is created showing an error with details of Donna's attempts that failed as the cellphone was not SMS enabled.
Text patient option on the Actions Dropdown Menu
On hover, you will see a message indicating why you're unable to text the patient
💡If you encounter any of the above error messages, simply update the patient's cellphone number in your practice management software, and upon sync of that new data into CareCru, the new cellphone number will be verified.