*Please note: There are two areas to check for opting patients back into text messaging.
1. Hard Opt-Outs (via Mobile Carrier)
When a patient opts out of text messaging directly through their mobile carrier by replying with one of the following standard keywords “CANCEL,” “STOP,” “STOPALL,” “UNSUBSCRIBE,” “END,” or “QUIT” they must follow the steps below to opt back in to receiving messages.
These keywords are industry-standard opt-out codes designated to comply with FCC, TCPA, and Campaign Registry regulations. This verbiage cannot be removed or customized.
To opt back in:
-
Provide your patient with your practice’s two-way texting number.
-
Ask the patient to text the word START to that number.
-
Important: You will need to call the patient to share this information, as text communication will not work until they’ve opted back in.
-
You can locate your two-way texting number in Settings > Phone Numbers > Two-Way Texting Number.
Note: The title displayed above your texting number may vary depending on your custom Phone Number settings.
If the patient is still unable to receive text messages after sending “START,” please advise them to contact their mobile carrier to confirm that your two-way texting number is not on any blocked list as our Support team is unable to troubleshoot device related issues or request.
2. Soft Opt-Outs (via Patient Subscriptions)
If a patient opted out through their Patient Subscription settings (not through their carrier), the office can assist with opting them back in after confirming their consent.
To update Patient Subscriptions:
-
Navigate to the Patients tab.
-
Search for and select the patient (you may need to enter their full name).
-
Above the patient details, click Subscription — this will open your practice’s Legwork Microsite.
4. In the list of subscriptions, review the available options: Phone, Text Message, Email, and Postal.
5. Check the box to subscribe, or uncheck to unsubscribe.
6. Click Save Subscription Settings at the bottom of the page.