If the same incoming message appears twice in your Communications Inbox, under two different patient profiles, more than one profile usually shares the same mobile number or email address. When this happens, Scrypt.HQ cannot automatically determine which patient the message belongs to, so it displays the message under each matching profile. To prevent this, you can assign a primary contact.
Why this happens
If two or more Scrypt profiles have the same SMS number or email address, the system receives the message once but shows it twice, because either profile could be the sender.
Assigning a primary contact tells the system to always place messages for that mobile number or email address under one specific profile.
Example
Two Scrypt profiles share the same mobile number. A text message sent from that number shows in both profiles until a primary contact is set.
Set a primary contact
Open the patient's Scrypt Profile.
In the Contact and Communication Details section, select Manage Primary Contact.
Choose Make SMS Primary Contact and/or Make Email Primary Contact, depending on which communication method applies.
Helpful tips
You also see any other profiles linked by the same mobile number or email address.
Clicking a linked name takes you directly to that profile.
Once set, the selected profile clearly shows as the primary contact.
Remove a primary contact
Removing a primary contact may cause duplicate messages to reappear. To avoid this, make sure the duplicate phone number or email is also corrected or removed in the linked dispense profile.
Open the patient's Scrypt Profile.
In the Contact and Communication Details section, select Manage Primary Contact.
Choose Remove SMS Primary Contact or Remove Email Primary Contact.
The profile is no longer marked as the primary contact for that communication method.
Still seeing duplicate messages?
If duplicates continue after setting a primary contact, check that the contact details in the linked dispense system match the Scrypt profile, and that there are no additional duplicate profiles created with the same number or email. You can also contact Scrypt Support if you need help reviewing linked profiles or correcting sync issues.
Need more help?
Contact the Scrypt support team at support@scrypt.com.au or 1800 SCRYPT (727 978).