Direct messages, also known as text messages or SMS messages, are a great way to communicate with patients quickly. With Engagement, you can send individual or bulk direct messages.
In this article, you'll learn:
Watch this short video to learn more about using Direct Messages.
Ways to Create Direct Messages
There are multiple ways to create direct messages using the 3-dot menu available on any of the following Engagement tabs:
Next to each patient's name on any of the tabs named above, you'll see a 3-dot menu option. Clicking on the 3-dot menu opens up a dropdown list of options.
From the 3-dot menu, click Communication and then choose Send a direct message to start your new message.
The Inbox tab
The Patients tab
The Patient Chat tab
How to Send & Schedule Direct Messages
Click on the Inbox, Patients, or Patient Chat tab in the left side menu
To send a message to a single patient, select the 3-dot menu next to the patient's name
Alternatively, you can create a list of patients and use Bulk Action to send messages in bulk.
Click Send a Direct Message
Manually type the message or select Load a Quick Message to choose a pre-fabricated Direct Messaging Template
Choose the appropriate Delivery Channel
Select Schedule for Future, then click Send
Note about Bulk Messages: For bulk messages, you must check the box to acknowledge that the Bulk Direct Message feature is limited to 250 messages per hour and is intended to contact patients who are expecting communication in relation to their treatment.
Why are texts limited to 250 messages/hour? Text messages should only be used to send important office updates to impacted patients. Sending mass text messages runs the risk of the number being flagged as marketing/spam by carriers and not being able to communicate with patients via text. If your filtered list exceeds 250 patients, try using the age filter to reduce the size of your list.
How to Track Sent and Scheduled Direct Messages
The Manual tab in the Communication dashboard of Engagement includes all actions sent to patients manually: direct messages, bulk messages, manual reminders, Modento App invites, review requests, invitations to schedule, etc.
If your patients receive a direct message automatically (ie, an appointment reminder), you can track it in the Automatic tab of your Communication dashboard. Click here to learn more.
To track sent and scheduled direct messages:
Click on Communication in the left side of Engagement, then click on the Manual tab
Click on the Sent column to select a date range
Click on the Type column and then choose Direct Message to show only direct messages
Check the Content section to see what was included the message
Click on the number in the Target section to see a list of patients that were included in a bulk message
Common Error Codes & How to Resolve Them
When sending a direct message from Engagement, you may sometimes receive send failure codes from numbers that are triggering an error. These errors are commonly related to sending text messages to phone numbers that have been entered incorrectly or cannot receive text messages. Learn more about each error code and how to resolve below.
Error Codes
"Carrier rejected as invalid destination address"
This could mean the number is not in the numbering plan (area code does not exist or the number is just invalid), or the number is not enabled for messaging (such as a landline). Additionally, for toll free messages to T-Mobile, this could also mean the user has opted to block all toll free and short code traffic.
"Invalid Application ID"
If you are using your ALT SMS number to send a direct message and receive this error, please submit a new port request. If you are using your MAIN SMS number to send a direct message and receive this error, please contact Dental Intelligence Customer Support.
"TFN Not Verified"
If you receive this error message, please contact Dental Intelligence Customer Support.
"Rejected as Spam (Future)"
If you receive this error message, it is because the phone number entered as the recipient of your message has been flagged as spam. Please contact Dental Intelligence Customer Support.
"Unallocated to Number"
If you receive this error message, it is because the phone number entered as the recipient of your message does not exist or has been entered incorrectly. Please check with your patient to ensure that the phone number they have provided you with is correct and try sending again.
"Unallocated from Number"
If you receive this error message, please contact Dental Intelligence Customer Support.
"Invalid Service Type"
If you receive this error message, it is because the delivering phone number does not allow text messages (ie, landline, or receiving number has not paid their bill). Please check with your patient to ensure that the phone number they have provided you with is able to receive text messages and try sending again.