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👤 How to Turn On or Off Patient Messages (Texts, Emails, Reminders, Feedback & Birthdays)

Communication-preferences, opt-out, opt-in, text-settings, appointment-reminders, birthday-messages, feedback-messages

Kyle Davidson avatar
Written by Kyle Davidson
Updated over 3 weeks ago

✨ When You Need This Guide

Whether a patient is asking to stop receiving appointment reminders or wondering why they aren’t getting birthday messages, this article walks you through how to manage it. Use this guide when:

  • A patient wants to stop getting text messages or emails

  • A patient says they didn’t get a reminder, email, or feedback request

  • A contact opted out by accident and wants to opt back in

  • You need to double-check communication settings for a specific patient

This is your go-to for adjusting communication preferences like:

  • Text (SMS)

  • Email

  • Appointment Reminders

  • Feedback Requests

  • Birthday Messages

📝 You’ll need access to the Contacts tab to follow this guide.


✅ How to Adjust a Contact’s Communication Preferences

  1. Go to the CONTACTS tab
    Click on “Show Contacts” to see your full list.

  2. Search for the patient’s name
    Use the search bar in the top-right corner of the page.

  3. Click the patient’s name
    This opens their Contact Settings page.

  4. Turn ON or OFF the preferences you need
    You’ll see toggles for:

    • Text Messages (SMS)

    • Emails

    • Feedback Requests

    • Appointment Reminders

    • Birthday Messages

    Turn a switch ON to send that type of message
    ​Turn a switch OFF to stop sending that type of message


💡 Common Scenarios & Solutions

Scenario

What Might Be Happening

What You Can Do

Patient says they’re still getting messages

The wrong contact profile may have been updated, or the patient has a duplicate profile

Double-check their name, contact details, and make sure you're editing the right profile

Messages stopped unexpectedly

Someone may have turned off messaging preferences, or the patient opted out accidentally

Check the toggles in their settings page, and confirm with the patient if they opted out

Patient didn’t get a message

Their phone number or email might be missing or incorrect

Open their contact profile and confirm the contact info is correct and messaging is turned on


🎉 You'll Know It Worked When:

  • The toggles reflect the updated preferences

  • The patient only receives the message types that are enabled

  • You can confirm the settings are saved after refreshing the page


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