SMS Replies (text message replies) allow your patients to reply to queries you send via text messaging.

SMS Replies

⚠️Please Note: The ability to receive SMS Replies is an additional SMS feature. 

Find out more by speaking with our Best Practice Consultants.

Viewing Text Message Responses

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,
   • The Date and Time of replies.
   • A Patient Name will be displayed for the associated phone number.
     💡Tip: If the sending mobile number is not unique to one patient, no patient name will be displayed in the Patient Name column.
   • Other information includes association with the message being a response to a Short Notice List message. The Patient Mobile Number, the Replying Mobile Number, Appt (appointment) Date and Time, and the content of the Reply message.
4. Highlight a row to select it. With a row selected, you can,
   • Click the Cancel Appt button to cancel the appointment.
   • Click the Confirm Appt button to confirm the appointment; this is used when you are checking in with a patient they will be attending the practice
   • Click the Match Reply button to match the message to a patient.

Monitoring SMS Replies

The Workspace

The easiest method to monitor your SMS replies is by adding the workspace icon to your workspace. When a new message is received, this icon displays a red circle with the number of SMS replies that are currently awaiting action.

💡Tip: Read the Customising the User Workspace help article for help adding the icon to your workspace.

The Appointment Book

An SMS Replies activity tab is available for the appointment book. The tab displays all the same information as the SMS replies window without moving away from your appointment book.

💡Tip: Read the Configuring The Appointment Book Activity Bar help article for help adding the tab to your appointment book.

SMS Replies Not Matched to a Patient

For help with matching SMS replies to patients, read the Unmatched SMS Replies help article.