How texting works
Send patients their form and signature links by text — only after their phone number has agreed to receive texts.
Last updated October 22, 2026
Who can do this: Admin, Nurse Case Manager, Internal Case Manager, Billing Staff
Texting must be on for your company. Your Admin can check on the Subscription page; support turns it on.
What gets texted
Today CaseMgmt texts patients links to forms and documents to sign (and a short confirmation when they agree to texts). Staff can also get work reminders by text if your company turns that on.
Texts never contain medical details — just who it's from and the secure link.
Patients agree first
Nobody gets a text until that phone number has agreed. On the patient's Overview, the Text messages card shows where they stand: Not asked, Asked, waiting, Accepted, Declined, Stopped (replied STOP) or No mobile number.
To ask, use Email the opt-in link (they tap Yes, text me) or Ask in person (opens the consent page on your device to hand to them). They can also text START to your number.
We never send a text to ask for consent, and every agreement is recorded with the exact wording, when and how.
Patients can't text back
Texts are one-way. If a patient replies, they get one automatic answer: “This number can't receive replies. Please call or email your case manager directly. In an emergency, call 911. Reply STOP to opt out.”
STOP stops all texts to that number, START turns them back on, and HELP sends a short help message. These always work.
Limits that protect your number
To keep your number in good standing with the phone carriers: 30 texts per person per hour, 300 per company per day, and 3 per patient number per day. The same text can't go to the same number twice within 10 minutes.
If something goes wrong
- “No text consent on file for this number.”
- The patient hasn't agreed yet. Click Email the opt-in link or Ask in person, or use Send by email instead.
- “This patient replied STOP.”
- They must text START to your number before they can get texts again. Send by email in the meantime.
- “Texting is turned off for your company.”
- Ask your Admin to contact support to turn texting on. Forms and signature requests can still go by email.
- “Your company reached its texting limit for this billing period.”
- Texting pauses at 3x your plan's texts. Use email, or contact support to raise the limit.