✨ When You Need This Guide
You might be reading this because:
A patient texted "STOP" to your office number and you're wondering what happens next
You're seeing red highlighted phone numbers in your contacts and need to understand why
A patient says they're not getting your appointment reminders anymore
You want to understand how text opt-outs work in your messaging system
A patient accidentally opted out and wants to start receiving messages again
What This Covers: Text message opt-out process, visual indicators, and how to restart messaging
🔄 What Happens When Someone Texts "STOP"
When a patient texts "STOP" to your office phone number, here's the automatic process that kicks in:
1. Immediate Opt-Out Happens Automatically
The moment your system receives a "STOP" text, that patient is instantly removed from all text messaging. This includes:
Appointment reminder texts
Feedback request messages
Any other automated text communications
2. No Action Required on Your End
You don't need to do anything! The system handles the opt-out completely automatically. The patient's communication preferences are updated immediately in your system.
3. Visual Indicator Appears in Your Contacts
You'll see a clear visual sign that someone has opted out:
Red highlighted phone number on your Contacts tab > Show Conversations page
This red highlighting makes it easy to see at a glance who has opted out of text messaging
💡 If a Patient Wants to Start Receiving Texts Again
Good news! If someone opted out by mistake or changes their mind:
They can text "START" to your office number at any time to automatically opt back into text messaging. Just like the opt-out process, this happens immediately and automatically.
💬 Need Help? We're Here!
If you're seeing unexpected opt-out behavior or have questions about patient communication preferences, our support team typically responds within 2-4 hours during business hours.
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