Why send a Secure Text from a queue?
When you send a Secure Text from a queue, the patient's replies go back to that queue. Everyone in the queue can see and answer them, not just the person who sent the first message.
This works well for shared workflows, like a front desk, billing, or Rx refill queue.
Who can send a Secure Text from a queue?
Only members of the queue can send from it.
If you aren't a member of any queue, the Assign to a queue option won't appear.
What do I need before I can send texts?
Your practice's SMS Registration Information must be filled in and correct. Missing or incorrect information can stop Updox from getting and verifying a text number for your account. Additionally, ensure that the Practice URL in the "Practice Information" section is accurate, as this is also required for proper SMS functionality.
To check it (admins):
In the left-hand menu, click Inbox.
Click Admin in the top right.
Click SMS Registration Information.
Fill in all the required fields.
Click Save.
Ensure that the practice name entered matches the name used during your Updox account setup, not the IRS/legal business name, to avoid delays or issues in SMS service activation.
How do I send a Secure Text from a queue?
In your Inbox, click the Text Message button.
Make sure Secure Text is selected.
Under Send To, search for and select the patient.
Choose how to send the notification: Text, Email, or both.
In the Assign to a queue dropdown, choose the queue to send from.
Type your message in the Secure Message box.
Click Send Secure Text.
Where do I see the message after I send it?
The message appears in your Sent folder:
The queue shows in the From field.
The user who sent it shows above the message.
What does the patient see?
The patient opens and replies to the Secure Text the same way as always.
If the patient has more than one conversation with your practice, they can switch between them by clicking All Conversations at the top.
Where do the patient's replies go?
Replies go to the queue the message was sent from. They only show in the Inbox of users who are members of that queue.
Can I use a queue for private conversations?
Yes. You can create a queue with only one user for private, one-on-one conversations.
You can also create queues by department, location, or workflow.