Hi team,
To my understanding, if a patient texts “STOP” or “CANCEL” to any sms from Dentally, we are blocked from replying to them.
While the support team told me that by texting ‘START” to our practice Dentally number, SMSs could be resumed, in practice we tried this with a patient and it didn’t work.
So firstly, I’d flag that this isn’t working as intended. It is quite problematic when we cannot contact a patient by SMS, as not everyone checks their voicemail or email. SMS has a much higher read rate than the other methods.
Secondly, can we please remove the “CANCEL” rule? I think it works against the intention. For example, if we message a patient with a reminder about their appointment and they reply “CANCEL” (and this has happened) - we are blocked from replying to them.
Managing the auto-rules on SMS responses for 'STOP', 'CANCEL'
- Dentally Ambassador Gold
+4- Community Manager
Hello! Thank you for flagging, I have passed this on to the product team. While the request for ‘cancel’ to not opt people out of SMS has not been implemented yet, this has also been raised as a feature request so our product team are aware.
- Dentally Ambassador Gold
Thank you. I hope the product team can implement this promptly, as I think its having an outcome different to the intention of the “CANCEL” rule.
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