Introduction
This document will guide you on sending and receiving text messages with a specific Lead, including configuration details, expectations for message sending/receiving, and how a Lead can optionally consent to a text conversation.
Intended Audience:
This document is intended for staff members who regularly manage and directly communicate with leads.
A Word on Compliance:
The two-way texting feature complies with TCPA regulations. However, you and your staff are responsible for using the provided tools legally and following applicable local, state, and federal laws and regulations. Please ensure you and your team follow all relevant compliance standards when using this feature.
Setup and Configuration
To use our two-way texting system, you must first set up an account. This section outlines the steps for account setup in detail, including how to send and receive texts.
Requirements:
To enable two-way texting, your account must have at least one dedicated Call Tracking Number. This number cannot be used for appointment confirmations or reminders. If your system uses both two-way texting and text confirmations, you’ll need a minimum of two separate phone numbers.
In addition, your account requires at least one configured location. When sending texts, you’ll select the appropriate location rather than a specific phone number. Each location is associated with its own Call Tracking Number, which your team will set up as part of the following steps.
Steps to Setup
- Create a Location if you do not already have one in your account. Go to Preferences -> Manage Staff/Location, on this screen scroll down to the Locations section and click Add New. By filling out the form and pressing Save, a location is created.
- Create a Call Tracking Number, by navigating to Preferences -> Phone Number Management. On that screen select an existing number or create a new Call Tracking Number. On the form, at the top of the screen, you will see an option to “Enable Text/SMS”, when you turn this ON, you can select the Location (see step 1) to associate this number to. Press Save.
To send a text message to a lead, navigate to the Lead Details screen and look for the “Send Text” button below the lead’s phone numbers. Clicking this button will open the Text Conversations tab, where you can select the location to send from, choose the lead’s phone number (if multiple are listed), enter your message, and press “Send Text” to deliver it.
Please note that if you set up phone numbers and then re-import locations from your EMR software, the re-import may disrupt two-way texting. This is because the original locations you configured may no longer exist after the re-import. You’ll need to reconfigure your phone number to the new location.
Sending Text/SMS Messages and What to Expect
When Sending the First Text to a Lead
The MyMedLeads Platform checks for lead consent before sending text messages. For each phone number (Phone1 and Phone2) associated with a lead, the platform verifies consent independently. For instance, consent for the home phone does not automatically apply to the mobile phone. If consent is required, the platform will send an additional consent request to that specific number.
If the lead has provided consent, the message will be delivered immediately, and the Text Conversation tab will update in real-time – no need to refresh to see new messages. However, if consent is still pending, the message will be deferred until the lead replies “Consent” to grant permission.
Conversely, if the lead declines consent, your staff will be unable to send texts to that number via the Text Conversation tab. Declined consent does not affect automated appointment reminder texts, which use the separate Do Not Text checkbox. If a lead texts “Stop” or “Unsubscribe,” the platform will mark them as Do Not Text, cease outgoing texts, and record the number as having declined consent. At that point, your staff will be prohibited from texting that lead.
Scope of Consent
If a lead consents to receiving text messages on a specific phone number (Phone1 or Phone2), they can then receive texts from any of your text-enabled call tracking numbers to that consented number. The lead’s consent applies across all your locations (LocationA, LocationB, LocationC) – they do not need to provide separate consent for each one. Their consent to receive texts from your team on a specific number gives you permission to use any of your phone numbers to communicate with that lead on the consented number.
How to Stay Informed of New Incoming Text Messages
To receive email notifications when a lead responds to a text conversation, navigate to your Preferences, select Manage Staff/Locations, edit your user account, and click Set Preferences. This configuration will automatically send you an email alert each time a lead replies to a text conversation.
Sending and Receiving Media
The MyMedLeads Platform does not permit sending images or any other media to Leads via text/SMS messaging, nor does it allow receiving images, videos, or other media from Leads through this method. However, images and media can be sent to Leads using the Send Email feature.
If a Lead Calls the Number
The Call Tracking Number you set up will continue to receive phone calls and forward them to your office. If configured, the number can also continue generating leads and recording incoming calls. From the Phone Number Management screen in the Preferences page, you can set the Call Tracking Number to forward calls to your office line or any other number.
Text Message Prompts
Consent Message Sent:
“[LocationName] complies with HIPAA and wants to exchange text messages with you. Text messaging may not be fully secure. To consent, reply CONSENT or DECLINE.”
Response to Messages Received and Not Processed, While Waiting Consent:
“Your previous text message may not have been processed. Please reply back ‘Consent’ or ‘Decline’.”
Response to Messages When System Cannot Process (such as Lead uses a friend’s phone that our system does not recognize):
“Your previous text message may not have been processed. Please call the number directly to speak to a staff member.”