In-app patient communication is part of the Engagement Module. If you're interested in learning more, CLICK HERE to request a demo!
Questions about message content
Questions about bulk messaging
Questions about sending messages
Questions about messaging limits
Questions about tracking sent messages
Questions about message content
How do I update quick load templates?
You can update your pre-written templates or quick load messages in Settings. From Settings, click on the Templates tab.
Then, click on the arrows to expand existing template categories. Click on the three-dot menu next to the template you want to adjust and select Edit.
Make changes to the template category, internal name (the display name for the template), written content, and placeholders.
How many characters can be used in a message template?
Message templates created in Settings > Templates have a 560 character limit per message.
Can I add an image to my text message template?
You cannot add images to your pre-built text message templates. However, if you are texting with a patient in Patient Chat, you can add an image and/or emoji to your message. In the Patient Chat messaging window, click on the image or emoji icon:
Can I change the treatment plan template?
Treatment plan templates cannot be changed. You can choose which details of the treatment plan that you'd like to display, but each treatment plan will need to be customized prior to being sent to a patient.
Questions about bulk messaging
How do I send a message to all patients at once?
To message all patients, we highly recommend using Email Campaigns. You can send to up to 15,000 recipients per Email Campaign. If you have more than 15,000 patients, the remaining patients are queued and sent in the next batch the following hour until the list is complete.
Who won’t receive a message?
Dental Intelligence automatically skips patients who fall into any of these categories:
The patient is inactive
The patient is from another clinic
The patient does not have an email address or phone number
The patient has opted out of messaging
The patient shares an email address with another patient
The patient is in a family group that has already been targeted. Engagement sends only one message per family group, usually to the guarantor.
Can I use Direct Messages instead?
Bulk Direct Messages should only be used for important office updates to affected patients. They are limited to 500 per hour and 5,000 recipients per DM campaign. Sending large volumes of text messages can cause carriers to flag your number as marketing or spam, which could block you from texting patients altogether.
If your list is larger than 500, the remaining patients are sent automatically in batches of 500 every hour until the list is complete. A full-size campaign of 5,000 recipients is sent in 10 batches over approximately 10 hours (5,000 ÷ 500 = 10). Queued batches will not send during your default quiet hours, which can extend this timeline.
How do I send a message to all patients coming in today?
If you need to get in contact with all patients coming in for an appointment today, you can quickly filter a list from the Patient Finder dashboard. This is great for emergencies in the office such as severe whether, power outages, or unexpected staff absences.
From the Patient Finder dashboard, click on the Future visit column.
From the dropdown menu, click Date, then click Today. Patients shown here are all patients that have a future appointment scheduled today.
Send them all a message by clicking on the checkbox next to Bulk Actions to select all. Then click Bulk Actions and choose your message type.
Why does my bulk message show as pending?
If you notice that the details of your bulk message is showing an orange hourglass icon beside it, the message has not yet been sent and is currently pending. This means the message has been sent by our system to the queue, but has not yet been processed.
If the bulk message is still showing as pending after 30 minutes of being sent, please reach out to Dental Intelligence Support for assistance.
Questions about sending messages
How do I send a message to a patient who isn't in the system yet?
To send a message to a patient who isn't in your practice management software yet, you need to first create an unlinked patient in Dental Intelligence. The unlinked patient details must include a phone number or email address.
What phone number is shown to patients when they receive a text from Dental Intelligence?
By default, Dental Intelligence uses a verified toll-free number for all communication sent to patients. The majority of practices use the Dental Intelligence 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 Settings > Practice Setup > Practice Info in the SMS phone number field.
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.
Can I change my SMS texting number to my office phone number?
Yes, however, if you choose to port your practice phone number for texting purposes, the Dental Intelligence toll-free 855 number will still be used for bulk messaging and automatic messaging.
Questions about messaging limits
How many messages can I send at once?
To protect your ability to reach patients, Dental Intelligence limits how many messages can be sent in bulk:
Direct Messages (text and email): 500 per hour, up to 5,000 recipients per DM campaign
Email Campaigns: 15,000 recipients per campaign
Bulk Direct Messages should only be used for important office updates to affected patients. Sending large volumes of text messages can cause carriers to flag your number as marketing or spam, which could block you from texting patients altogether.
If your list is larger than 500, the remaining patients are sent automatically in batches of 500 every hour until the list is complete. A full-size campaign of 5,000 recipients is sent in 10 batches over approximately 10 hours (5,000 ÷ 500 = 10). Queued batches will not send during your default quiet hours, which can extend this timeline.
Questions about tracking sent messages
Am I notified when patients opt out of receiving my texts?
If a patient has been opted out manually in Dental Intelligence by a staff member or by replying STOP to a text message (or any other form of communication), you are not notified. There is currently no way to generate a list of patients that have opted out of communications.
Where can I find messages that have been sent out or are scheduled to be sent out?
You can find records of previously sent and/or scheduled messages in a few places:
If your patients receive a direct message automatically (ie, an appointment reminder), you can track it in the Automatic section of your Communication Logs dashboard. Click here to learn more.
The Manual section in the Communication Logs dashboard of Dental Intelligence includes all actions sent to patients manually: direct messages, bulk messages, manual reminders, Modento App invites, review requests, invitations to schedule, etc. Click here to learn more.
Scheduled messages can be found in the Scheduled section of the Communication Logs dashboard. Click here to learn more about Scheduled messages.
Email campaigns are shown in the Email Campaigns dashboard. Click here to learn more about tracking Email Campaigns.
You can also review patient communication history by opening their patient card:
To access the patient card either click on the patient's name, or click the three dot menu next to the patient's name
Select Patient Card
Click the Communication Log tab
This will show you all communications sent through Dental Intelligence
Why does my message show as undelivered/failed?
There are several different reasons that a message could have failed to be delivered. From the patient card Communication Log, hover over the red ! icon in the Status column. You will see a text box with an explanation to the specific cause of the failure and can take action from there to resolve it. If patients are not receiving your messages despite appearing sent in the system:
Check the Communication Log in the patient’s appointment card to confirm the message was sent.
Ensure patients have not blocked your practice number or phone settings that restrict messages.
Verify if there are patterns related to specific service providers. Recommend the patient contact their carrier for further investigation.
If your text messages are showing as undelivered/failed, check out our guide on common text message error codes and how to resolve them.