TEXT MESSAGING - 2 WAY TEXTING FEATURE
CoAction Communicate or Marketing clients
If you are a CoAction Basic client and are interested in upgrading, please reach out to support by way of email Support@coactionsoft.com or chat through the Support Portal button within your CoAction toolbar.
After support has set up your Mass Text Settings, this feature allows the clinic to receive text messages from their patients and reply straight from the software.
All patients will text the unique clinic texting number provided, or simply hit "Reply" on a text message reminder or campaign received from the clinic.
Persons that are NOT patients can also text the clinic number but, when the text is received in the software, a number will display instead of a patient's name.
This feature also displays a visual and sound notification when a text is received.
After hours notifications can be set up. This is a notification text sent to Doc's cell indicating that an incoming text was received in CoAction. Doc would then access CoAction to read actual text received.
If you are unsure what your Unique Texting number is, you can contact support to receive that info or send a text to yourself if you are added into your database as a test patient :)
Text message correspondences are kept for 10 days before being removed.
**This area will show all Texting communication, this includes Text Campaigns, Text Appointment Reminders & One-on-One Texts with the patient**
Q: What number will the patients have to text, for it to go into the software?
A: Anyone that would like to text the office, will need to text the Texting number provided to the clinic upon delivery. If a clinic is not sure of the number or misplaced the number, they can contact support to have it provided.
Q: Can people other than patients text that number and it go into the software?
A: YES! If the person texting is not a patient, you will see a number appear instead of a patient's name.
Q: Will it have forwarding capabilities so, clinics can respond to patients when outside the clinic?
A: No. You would have to remote into the software to have access to messages received and respond but, you can set up an after-hours notification and a notification will be sent to your cell phone indicating you have a message to check.
Q: Will you be able to do group texts?
A: No. This is a one on one communication tool.
Q: Will I be able to add images or emojis within my text response?
A: No. You can create happy faces etc. using keys but, are unable to add emojis or images at this time. (may change in a future update release)
Q: Can I initiate communication from the text message queue to start a conversation?
A: Yes! You will select the Rolodex button, find the patient you need to message, and text straight from the Rolodex.
Q. Can I send a mass text to multiple patients from within this area?
A. Not from this area. You will want to go to Administration > Campaigns area to send a mass text, please refer to this article for those steps.
Q. How do patients Opt Out of Text Messages?
A. Patients can Opt out by sending the reply Stop. A reply will auto send to the patient that reads: "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe":
Q. What happens when patients Opt out of Text Messages?
A. You will no longer be able to communicate to this person by Text Message using the cell phone number placed into their patient file, via either Appointment Reminders or Campaigns. If you attempt to contact this person using the 2 Way Texting feature, your software will log you out.
Q. What has to happen if the person I have texted has accidentally opted out of Text Messages?
A. Patients that have accidentally opted out of Text messages, can Opt back in by replying START. Support is not able to assist, this would need to be completed by the patient.
Q. Will Images appear in the Text Message Queue for patients, after I have sent them a Mass Text Campaign that includes an Image?
A. No, only the Text will display here. The image will not.
Q. What is the earliest I can send a Text from the Text Messages area to a Patient?
A. 8am is the earliest a text can be sent/received by the patient. Contacting the patient this way is considered Marketing and thereby follows the rules for Text Marketing where no Marketing via text is allowed to be sent by the software prior to 8am.
How to 2 Way Text
To access, click Text Messages within the main Toolbar
Once selected, it will take you to your Text Queue
At the top left of the page, there is a drop-down indicating the Clinic text settings. If your clinic was provided two different numbers for your clinic, you can change between them to check responses for both.
You can search for a patient within your list
Only show unread messages
Select the Rolodex to select a patient from your Rolodex and message them directly.
Green dots indicate that you have read all messages sent in from that patient.
A red dot indicates there is an unread message:
On this list here, the software will only display ALL text messages that have been sent/received within the last 10 days, any messages older than that will be deleted from the list. This is to keep the system from being bogged down from saving all texts ever sent/received to all patients.
** NOTE: In New Years 2022 Update, you can now Export a list that displays ALL Text correspondence between you and the patient:
After saving the Text History list to a folder, Find the folder on your PC to View.
Marking a Text as Unread
If you would like to mark a viewed message as unread, you can do this by Right-clicking the patient name and select Mark Unread
To Text Directly to a Patient
Select the Rolodex Button
Find the patient within the Rolodex, Select the patient name to highlight, Type your message, and hit the Send button.
How to reply to a Message Received
Select the patient's name to open the chat log, type in the white area at the bottom, and send by selecting the button to the bottom right as indicated in the picture below.
This is how the chat will appear. Green on the Right=Clinic and Grey on the left=Patient
When someone texts, a notification will pop up in the bottom right-hand corner saying
“Text message received. The system has received a text message."
When clicking on the notification, it opens the Text Messaging area.
If closed, it will change the Text Messages icon in the main Toolbar, Red indicating that there is an unread message needing attention.
After Hours: After hours text notifications can be setup
- This is a text letting Doc know an incoming text has been received in CoAction.
- Doc would then access software to view actual Text from Patient.
- This is setup in a password protected are of the software, please contact support if interested :)
To turn off the text notifications
Select the user that does not want notifications, Select the privileges tab, and un-check
SMS Reply Alert
This will disable ALL notifications
SMS Reply Sound
This will disable just the chime heard when a text message is received.
Once you have made your selection, hit Save.
Export your Text Messages for a Patient
- Support Information -
If you have any questions or need assistance with this process, please contact Support by:
Live chat: Click the 'Support Portal' button in your main toolbar (on the left-hand side) within the software, click the green 'Support' box in the bottom right of the screen. Hours of operation are M-F 8am-6pm CST.
***This has the fastest response time***