Texting rules and best practices
What kinds of text messages get flagged or blocked?
Carriers and third-party vendors flag these messages, and they may not be delivered:
Promotional messages
Offers for prescription medicines
Messages about cannabis. Because of federal law, you can't use Updox products (Quick Send, Broadcast, Reminders) to send messages about cannabis. Words that get flagged include, but aren't limited to: MMJ, marijuana, cannabis, releaf, and CBD.
Messages in ALL CAPS. Use normal capitalization to avoid being flagged as spam.
Sending these types of messages can also get your text number blocked by carriers.
Can I use shortened links like Bitly or TinyURL in text messages?
No. Third-party text services no longer allow shortened links. Messages with links from URL shorteners such as Bitly or TinyURL are blocked and won't send.
How do I send a text message with a link?
Use a link on a domain that belongs to your business. You can:
Use your own website domain, or
Use a paid URL shortener that gives you your own unique domain.
Example: www.yourpractice.com/flu-shots
Sending and receiving texts
How are secure messages sent?
By text, email, or both.
My patients get a generic message when I send a Secure Text. Can I change it?
No. The wording can't be changed, for HIPAA reasons. Many practices tell patients about this message during patient training or onboarding.
The Send Message button is grayed out. Why?
Check that the patient's address book entry has all three:
Email address
Cell phone number
Date of birth (DOB)
This applies to both Secure Text and regular SMS messages.
What happens if a patient forgets their PIN?
The patient can start the Forgot PIN process. They verify their identity, then create a new PIN. Patients get 3 attempts to verify their identity.
Do Secure Text links expire?
Yes. Secure Text conversation links expire after 72 hours. After that, send the patient a new link to open the conversation.
Note: Broadcast text links are different and expire after 5 days.
I got spam texts from an SMS number. Can I block it?
Not right now. Blocking SMS numbers isn't available yet. The development team knows it's a priority.
Note: This is about text messages. To block spam faxes, use the Fax Blocklist.
Patient calls and opt-outs
How do I stop patients from calling the number my texts come from?
Include your practice phone number in your text messages, and let patients know to call that number instead. Many practices add a note about this to their consent-to-treat or new patient paperwork.
Note: Secure Text numbers can't be masked.
How do I know if a patient opted out of SMS messages?
If a patient replies STOP to an SMS message:
You'll see the STOP reply in the message thread.
You'll see an error when you try to text that patient again.
How do I know if a patient opted out of Secure Text messages?
You can't see this in Updox. Secure Text opt-outs are tracked by the carrier, and Updox doesn't have access to that information.
How does a patient opt back in?
The patient replies START to the SMS or Secure Text number they opted out of.
To find the number:
Main practice SMS number: In the left-hand menu, click Inbox, then Admin, then Practice Information. It's listed as the Text number.
Secure Text number or a queue's text number: Send a text to yourself and check the number on your phone.