⨠When You Need This Guide
Whether a patient is asking to stop receiving appointment reminders or wondering why they arenât 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 didnât 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
đ Youâll need access to the Contacts tab to follow this guide.
â How to Adjust a Contactâs Communication Preferences
Go to the CONTACTS tab
Click on âShow Contactsâ to see your full list.Search for the patientâs name
Use the search bar in the top-right corner of the page.Click the patientâs name
This opens their Contact Settings page.Turn ON or OFF the preferences you need
Youâll see toggles for:Text Messages (SMS)
Emails
Feedback Requests
Appointment Reminders
Birthday Messages
Turn a switch ON to send that type of message
âTurn a switch OFF to stop sending that type of message
đĄ Common Scenarios & Solutions
Scenario | What Might Be Happening | What You Can Do |
Patient says theyâre 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 didnât 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 |
đ 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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