When a mobile phone number is saved to more than one patient or is not saved to any patient in your system, this will not be matched to a patient record and can be manually matched.

Matching SMS Replies to Patients

1. Go to Administration - SMS Replies.
   • Or click the workspace icon at the top of your system.
2. A list of unresolved SMS replies will be displayed.
   • By default, this will only show incomplete replies.
   • As you action replies, tick the box in the first column to mark as complete.
   • Tick the Show Completed option in the lower left of the window to show all SMS replies.
3. The List SMS Replies window will display
   • Unmatched responses will not have a patient name in the Patient Name column. 
4. Click the row to highlight it, then click the Match Reply option.
   • Use the Match SMS Reply window to choose which patient the message should be matched to, then match the text message to them.
   • Once matched, the reply will be saved to the patient contacts tab, and their name will appear in the Patient Name column in the SMS Replies feature.

⚠️Please Note: To prevent data breaches, mobile phone numbers linked to families will not be matched to a single patient as the information could be for any one member of the family and/or there may be split parental/guardian responsibilities requiring discretion.