If you ever notice the same incoming message appearing twice in your Communications Inbox, but under two different patient profiles, this usually means that more than one profile 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 it under each matching profile.
To prevent this, you can assign a Primary Contact
Why does this occur?
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 clearly tells the system:
“Always put messages for this mobile number/email under this specific profile.”
Example
Two Scrypt Profiles with the same mobile number:
John Smith – 0412 345 678
Jane Smith – 0412 345 678
A text message sent from 0412 345 678 will show in both profiles until a Primary Contact is set.
Setting 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 will also see any other profiles linked by the same mobile number or email address.
Clicking a linked name will take you directly to that profile.
Once set, the selected profile will clearly show as the Primary Contact.
Removing a Primary Contact
Important:
Removing a Primary Contact may cause duplicate messages to reappear. To avoid this, ensure 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, select Manage Primary Contact.
Choose Remove SMS Primary Contact or Remove Email Primary Contact.
The profile will no longer be 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.
There are no additional duplicate profiles created with the same number or email.
Your team can also contact Scrypt Support if you need assistance reviewing linked profiles or correcting sync issues.
Still need help?
Live Chat: Click the big yellow button at the bottom right of the screen for instant assistance.
Email: Reach out to us at support@scrypt.com.au.
Phone: Call our support hotline at 1800 SCRYPT (72 79 78).