Why we recommend using a verified toll-free number
By default, Engagement uses a verified toll-free number for all communication sent to patients. The majority of practices use the Engagement provided number to ensure a more seamless experience. The reason we use a toll-free number is due to the verification process that prevents most false-positive blocking so that your patients receive your messages. You can find your verified toll-free number in Engagement Settings > Practice Setup > Practice Info.
Having a verified toll-free number drastically reduces the number of false-positive blocks that may occur. Blocks on the verified toll-free number require intervention from our Support Team to resolve and take between 2-4 business days to resolve.
Keep your patients informed about your contact information
We recommend sending out an informative email campaign to let your patients know that they can save your practice's Engagement-provided number to call or text your practice when they need to get in touch!
Click here to learn more about how to create an email campaign.
How porting your phone number impacts communication
If your office uses a ported number for all communication, the chances of receiving a false-positive block drastically increase. If a block occurs on the ported number, Dental Intelligence is not able to resolve this as we do not own the number. To remove the block, your office must reach out to the carrier/provider that owns the number--which means more hassle!
Besides potential blocks being a downside, ported phone numbers have the chance to be revoked by the provider that owns the number. If this were to happen, Dental Intelligence would need a new Letter of Authorization ("LOA") to re-port the number. Although we are able to assist with resolving this, the re-port process takes between 1-5 business days to complete. During the re-porting process, no communication from the ported number would be delivered to patients.
Please note: If you choose to port your practice phone number for texting purposes, the Engagement toll-free 855 number will still be used for bulk messaging and automatic messaging.
Conclusion
Because we understand the importance of being able to trust that messages are received by your patients in a reliable and timely manner, we recommend using our provided verified toll-free number for communication within Engagement.
Porting your local number for texting purposes puts your practice at risk for the following to occur:
Inability to Resolve Message Errors: Dental Intelligence cannot resolve errors in message deliverability; your office must contact your phone carrier for resolution.
Complete Shutdown if Number is Revoked: If the ported number is revoked by the carrier, all automated communications cease until the issue is resolved, which may take 1-5 business days.
Increased Risk of Blocks: Using a ported number increases the risk of false-positive blocks, which can only be resolved by the carrier, potentially leading to longer communication interruptions.
Complexity of Re-Porting: If the ported number is revoked, Dental Intelligence requires a new Letter of Authorization ("LOA") to re-port the number, with the process taking 1-5 business days and communication downtime during re-porting.
If you would still like to submit a request to have your local number ported for texting purposes, click here to fill out the request form.