Patient Communication

How do I let my patients know that an appointment has been removed from the diary?

If you cancel appointments for a patient by completely removing them from the diary, you can set up a communication trigger using the "trigger event" Deletion - Single. When you use the delete icon to completely remove an appointment from your diary, your patient will be sent a communication to advise that their appointment has been removed There is a predefined template within WriteUpp, called Delete single appointment, which can be used alongside the trigger event for this purpose.Few readers

Why do I need text credits to send a Direct Message?

When you send a Direct Message, WriteUpp will send a SMS as well as an email to the recipient. The SMS is sent when the access link in the email is clicked, and will contain an access code which is used to open the message. This provides an extra layer of authentication to anything you send via direct message, just like two-factor authentication. If you try to send a Direct Message and you don't have any text credits, you'll see this message: ![](https://storage.crisp.chat/users/helpdesk/webFew readers

Can I change when appointment reminders are sent out?

Reminders can be scheduled to be sent at the following timescales before an appointment: 1 hour before 2 hours before 1 day before 2 days before 3 days before 5 days before 7 days before You can change when your reminders are sent by going to Settings -> Scheduling -> Appointment Communication, clicking on the three dots at the end of a row containing a reminder communication and choosing Edit Trigger. Using the When? dropdown box, you can choosFew readers

What appointment communications can I send from WriteUpp?

You can send the below appointment communications from WriteUpp, via either SMS or email: Confirmation of an appointment - sends an immediate confirmation of an appointment Confirmation of a series of appointments - sends an immediate confirmation of a recurring appointment [ConfirmaFew readers

How do I let my patients know if their appointment has been cancelled?

By setting up a communication trigger using the "trigger event" Status Change, when you change the status of an appointment to "cancelled" (or similar), your patients will be sent a communication to advise that their appointment has been cancelled. You'll also need to set up a custom template to use, containing the information you'd like to send. Please note that in order to receive appointment communications, patients must have been [opted in](https://help.writeupp.com/en/article/how-do-Few readers

How do I edit SMS templates for appointment communications?

To edit your SMS templates: Go to Settings -> Scheduling -> Appointment Communication Choose SMS Templates from the bottom of the screen 3. Click on Edit next to the template you'd like to change 4. Make your changes, then click on Save TemplateFew readers

How can I see my text credits balance?

You can see your text credits balance by going to Settings -> Account details: If you have below 50 credits, you'll receive a notification to let you know:Few readers

How do I add location information to my appointment communications?

If you practice from multiple locations and have these set up within WriteUpp, you might want to add information relating to the location of an appointment to your appointment communications. You can add the following information on locations to a message: Next Appointment Location Name - ##NEXTAPPLOCNAME## Next Appointment Location Address - ##NEXTAPPLOCADDRESS## Next Appointment Location Postcode - ##NEXTAPPLOCPOSTCODE## Next Appointment Location Phone - ##NEXTAPPLOCPHONE##Few readers

How do I create a client SMS message template?

To create a SMS template, simply follow the steps below: Click Create -> Message Select the SMS tab Click **Manage Template **next to Select Template Click +Add Template Give your template a name Enter the subject and the content of the message Click Save Template at the bottom of the page Note: The number of characters in an SMS will define how many credits will be used to send it. You can see an indication of how many credits you will useFew readers

How do I send a patient a confirmation of an online booking?

By setting up a communication trigger using the trigger event Booking - Online booking, your patients will be sent a confirmation of an appointment booked online via either SMS or email. Please note that patients who book online will not receive confirmations unless a communication trigger is set up using the trigger event specific to online bookings. If you have a communication trigger set up for the events **BookingFew readers

Guide to Direct Messaging (Video)

A brief introduction to the Direct Messaging feature - sending a message from WriteUpp with an extra later of security!Few readers

How do I send a confirmation or reminder manually?

Sometimes patients may not receive the communications you intended them too. For example: You might have run out of SMS credits You might have entered their mobile number/email address incorrectly You might not have opted the patient in to communications before booking their appointments. In these situations, you can use your communication templates and manually send a confirmation or reminder to the patient. To do this, simply follow the steps below: Go to Main MenuFew readers

How do I send an email from WriteUpp?

To send an email from WriteUpp: Click on Create -> Message The Message screen will open already on the email tab Specify the recipients, choose a template if you have one set up you'd like you use, enter a subject and body of the message and click on Send Email Any emails sent via this route will also be added to the client's record in the Messages tab so you always have everything in one placeFew readers

How many text credits do I need to buy?

You only need to buy text credits if you are using features in WriteUpp that utilise SMS technology, these are: SMS appointment communications (confirmations, reminders etc) Text verification in Online Booking - extra security to allow you to verify the identity of clients booking online (optional) Text messages to clients Text messages to colleagues Direct Messaging Smart Forms One SMS Credit is generally equivalent to one text, however this does depend on the amountFew readers

How can I resend an access code for a Direct Message?

If a recipient advises that they haven't received the SMS containing the access code for their Direct Message, it can be resent from within WriteUpp. It can only be resent by the user who sent the original message. If the message has expired, a new Direct message will have to be created. To resend an access code: Go to Patient Summary -> Messages and open the message by clicking on the date Click Resend Code at the bottom of the screen Select Yes to generate and sFew readers

Switching from SMTP to Gmail Authentication

Google discontinued the current method of authenticating the SMTP solution on 15th February 2021. To ensure you can continue to use your email account with WriteUpp, we implemented a new validation route which you'll need to switch over to. If you haven't switched over by 15/02/21, emails sent from WriteUpp will fail to send as the SMTP pathway will no longer be permitted. This pathway will provide exactly the same solution as SMTP does currently, in routing all outbound emails sent from WriFew readers

How do I set up email communications for appointments?

To ensure your patients receive appointment communications via email, you'll need to do two things: define what email communications you'd like to send opt patients in to receive email communications WriteUpp comes with a number of email communications predefined, which you can read about here, but you cFew readers

Managing SMS templates for appointment communications

There are a number of default SMS templates pre-defined within WriteUpp for use with appointment communications. You can manage these, customise them to suit your practice and add new custom templates as you wish. You can read how to edit these existing templates here -> [How do I edit SMS templates for appointment communications?](https://help.writeupp.com/en/article/how-do-i-edit-smsFew readers

Sending email from WriteUpp using SMTP

To alter your existing SMTP settings, you can now find the SMTP configuration under Main Menu -> Integrations & Add Ons: To alter your settings, including updating the password for your email account, click on Configure. Once you have updated your SMTP details, click on the "Test Connection"Few readers

How do I edit or delete a template for a Direct Message?

1. Create -> Message Click on Send Direct Message and select a recipient from the available list Select Manage here Select the template you would like to change from the list To make changes to the template, change the title, content or variables as required and then click Save To delete a template, choose Delete and then Are you sure? toFew readers

Guide to Appointment Communications [Video]

This video takes a look at how automated appointment communications are handled in WriteUpp. It includes what events can trigger the sending of a communication, what default templates are included and how to set up an appointment communication:Few readers

How do I send an Internal Message from WriteUpp?

WriteUpp's internal messaging service allows you to communicate with other members of your team within WriteUpp. To send an Internal Message: Click on Create -> Message then select the Internal Message tab Specify the recipient, if the message relates to the active patient, a template if there's one you'd like you you, then subject and body of the message and click on Send You can see all Internal Messages that have been sent/received by clicking on the menuFew readers

What are the default SMS appointment communication templates?

The default SMS appointment communication templates defined within WriteUpp are: New appointment New recurring appointment Change appointment Delete appointment Delete recurring appointment Appointment reminder New video consultation Recurring video consultation Video consultation reminder The default content of each of these is listed below. New appointment Appointment Confirmation from ##MAINUNIT## for ##FROM## on ##DATE## ** DO NOT REPLY TO THIS TEFew readers

Can my SMS messages come from my practice name?

WriteUpp subscribers have the option within Settings to customise the "sender text" that is displayed when any SMS messages sent from WriteUpp are received to a mobile phone. By default, this is normally a generic UK mobile number, but might also be displayed as WriteUpp, depending on which of our SMS gateway providers we are using at the time.Few readers

How do I add a template for a Direct Message?

Adding a template for a direct message is a great way to save yourself time, if you repeatedly send the same kind of message. This might be particularly useful when sending a smart form to a patient for completion. To add a template: 1. Create -> Message Click on Send Direct Message and select a recipient from the available list Once the message screen has opened, select Manage: ![](hFew readers

How do I add email templates for appointment communications?

There are a number of default email templates pre-defined within WriteUpp for use with confirmations and reminders, but you can add as many others as you like. To add an email template: Go to Settings -> Scheduling -> Appointment Communication Click on Email Templates at the bottom of the screen Click on +Add Template Complete the template details, to include aFew readers

Where can I find a record of the Direct Messages I have sent?

Any Direct Messages sent will be saved in the Messages tab of the Patient Summary: Here you will see: The date the message was sent Who it was sent to If any documents were attached (under Related) By clicking on the date, you'll be able to see what was sent and whether or not the content of the direct message has been read.Few readers

What are the default email appointment communication templates?

The default email appointment communication templates defined within WriteUpp are: New appointment New recurring appointment Change appointment Delete appointment Delete recurring appointment Appointment reminder New Video Consultation Confirmation New Recurring Video Consultation Confirmation Video Consultation Reminder The default content of each of these is listed below. New appointment Dear ##NAME## Your appointment is confirmed for ##FROM## on ##Few readers

Can I check if a patient was sent an appointment confirmation/reminder?

You can check if a patient was sent an appointment communication via the messages tab of the patient summary. All messages sent to a patient will appear listed here with the most recent at the top. Clicking on the date will open details of the message and allow to to check the content. You can also see information on which communications have been sent for a specific appointment by going to the appointments tab of the patient summary. Selecting an appointment will open the appointment detaFew readers

Secure Internal communication in 5 Easy steps

There are few things more important to a business than communication. As the saying goes, the right hand needs to know what the left hand is doing! Internal messaging is great for bringing employees in different locations together but even colleagues sitting in the same clinic can benefit from Internal Messaging. As remote workers, here at WriteUpp, we couldn’t do without an internal messaging system. Most of the time it’s business related chat but sometimes, we just like to have a chin wag! TFew readers

What will my patients see when they receive a Direct Message?

When you send a Direct Message, we use two-factors to add an extra layer of security to your message. This is exactly the same principle that is used by 2FA (Two-factor Authentication). The recipient will receive two things: An email containing a link to the message portal An SMS. This is sent once they click the link in the email. It will contain a six digit code that they will need to enter to gain access to the portal and the message it contains. The email sent to the patient is sFew readers

Managing Email templates for appointment communications

There are a number of default email templates pre-defined within WriteUpp for use with appointment communications. You can manage these, customise them to suit your practice and add new custom templates as you wish. You can read how to edit these existing templates here -> [Editing email templates for appointment communications](/en/article/editing-email-templates-for-appointment-commFew readers

What happens to a Direct Message after it's been opened?

Once a Direct Message has been opened for the first time an expiry limit, that has been predefined by you, will 'kick in'. The expiry limits available are: Never 1 hour 1 day 1 week The recipient will always be able to access the contents of anything sent with an expiry of Never. If anything else is chosen, the message and any documents it contains will not be available to the recipient after the timeframe set. The expiry limit is set within the message model: ![](https:Few readers

How do I send a patient a reminder of an appointment but not a confirmation?

When booking an appointment, you have the option to 'skip' confirmation messages if your patient would only like to receive a reminder of an appointment but not a confirmation. This might be particularly useful if, for example, you have a patient who doesn't want or need both a confirmation and then a reminder of an appointment. This can be done when booking an appointment. To prevent a confirmation of an appointment being sent, but to ensure a reminder is sent for that appointment: CliFew readers

Can I send an automatic message to a patient who did not attend an appointment?

Yes you can! You can use an automated appointment communication to send a message to a patient who DNA's an appointment, meaning you don't have to manually compose and send a message. This is done by using the trigger event Status Change and specifying that the message should be sent when an appointment status is changed to Did Not Attend (or the status you use to indicate a missed appointment). To set this up: Open the Main Menu and select Settings -> Scheduling -> AppointmenFew readers

Can I resend an appointment communication to a patient?

From the release on WriteUpp web v2.13.7, you have the option to resend some messages from WriteUpp at the click of a button. If a patient contacts to you to advise that they have not received an appointment communication from you, and you can see the message listed on the Messages tab of the Patient Summary, you can quickly and easily resend it to them. To do this, find the patient in question within your instance of WriteUpp and navigate to the messages tab of the patient summary. Find thFew readers

What happens to a Direct Message if it's never opened?

Any Direct Message sent from within WriteUpp will expire 7 days from being sent if it remains unopened:Few readers

Can I check to see if a Direct Message has been read?

You can check if a direct message has been read by going into the Messages tab of the Patient Summary and opening the message that was sent. Click on the date the message was sent to open it The message sent, including any documents sent, will open There will be a status indicator next to Message Summary to indicate whether the message is Read, Not Read or Expired Click View Header at the bottom of the screen to see expanded information on the sent meFew readers

Do I have the option to resend a message to a patient?

Yes, following the release of web v2.13.7, you have the option to quickly and easily resend an email or SMS to a patient in most circumstances. You can resend a message by accessing the original message from within the Messages tab of the Patient Summary. Click on the date the message was sent to open it and if it is possible to simply resend the message as it is, you'll see a Resend button at the bottom of the screen: ![](https://storage.crisp.chat/users/helpdesk/website/ba61d8Few readers

How do I let my patients know that a recurring appointment has been removed from the diary?

If you cancel appointments for a patient by completely removing them from the diary, you can set up a communication trigger using the "trigger event" Delete Appointment - This and Future. When you use the delete icon to completely remove a recurring appointment from your diary, and choose "All" when prompted, your patient will be sent a communication to advise that their recurring appointment has been removed: ![](https://storage.crisp.chat/users/helpdesk/website/7ebac7e7b7e25c00/994a8204Few readers

What information can I see about internal messages?

To see a summary of your sent and received internal messages, open the main menu and select Messages. You'll see tabs containing received and sent internal messages. Clicking on a line containing a message will open it and allow you to see the content. Note: This tab only contains internal messages sent and received from your colleagues. Sent patient messages are all saved within the Messages tab of the relevant Patient Summary.Few readers

How do insert a professional registration number variable into a message template?

Many clinics or practices like to include the professional registration number (for example HCPC number) in email templates so that when a user opens a message template their professional registration number is automatically populated. Before you get started you need to make sure that professional registration numbers are added to your user's profiles. To do this follow the steps in the article below: [How do I record the professional registration number for a user?](https://writeupp.crisp.helFew readers

Guide to sending an SMS [Video]

Here's a video showing how to send an SMS message in WriteUpp:Few readers

How much do emails cost?

Emails are FREE in WriteUpp. They can be used for: Email appointment communications (confirmations, reminder etc) Sending documents Sending notes Sending email Messages Sending invoices Security verification in Online BookingFew readers

Why do I need text credits?

There is no requirement to purchase text credits. However, if you wish to use features in WriteUpp that utilise SMS technology, you will need to buy these. The features which use text credits are: Appointment communication (confirmations, reminders etc) Text verification in Online Booking - extra security to allow you to verify the identity of clients booking online (optional) Messages to clients Messages to colleagues Direct Messaging Smart Forms Two Factor Authentication - RFew readers

Guide to sending an email in WriteUpp [Video]

Here's a video guide showing how to send an email in WriteUpp:Few readers

Can I check the status of an SMS sent to a patient?

Following the release of web v2.13.9 of WriteUpp, if we have received information on the delivery status of an SMS sent to a patient, you'll be able to see this on the Messages tab of the Patient Summary: It's important to note that status information is not guaranteed to be present for all messages, and there are certain situations where we won't be able to display that inFew readers

How do I set up a confirmation of a recurring appointment?

By setting up a communication trigger using the trigger event Booking - Recurring, your patients will be sent a confirmation of a recurring appointment. There is a predefined template within WriteUpp, called New recurring appointment, which can be used alongside the trigger event for this purpose. You can of course modify this to customise it to your requirements, or create a custom template to use. We would recomFew readers

How do I set up SMS communications for Appointments?

To ensure your patients receive appointment communications via SMS, you'll need to do three things: define what SMS communications you'd like to send opt patients in to receive SMS communications Purchase SMS credits WriteUpp comes with a number of SMS communications predefined, which you can read about [heFew readers

How do I send a patient a confirmation of an appointment but not a reminder?

To send a confirmation of an appointment but prevent a reminder being sent for that appointment: Click a space in the diary to bring up the appointment modal Before clicking Save, select "Edit Details" Toggle the "Only send confirmations" switch to the right: **NOTE: **This will also prevent any other communications you have set up from being sent regarding this appoinFew readers

How do I add SMS templates for appointment communications?

There are a number of default SMS templates pre-defined within WriteUpp for use with confirmations and reminders, but you can add as many others as you like. To add an SMS template: Go to Settings -> Scheduling -> Appointment Communication: Click on SMS Templates at the foot of the screen Click on +Add Template Complete the template details, to include aFew readers

Can I send multiple reminders for an appointment?

Yes, you can set up multiple reminders for an appointment, at the following intervals prior to an appointment: 7 days 5 days 3 days 2 days 1 day 2 hours 1 hour For example, you might want to send an email reminder 7 days prior to an appointment and an SMS reminder 1 or 2 days beforehand. To do this, simply create two separate reminder messages using the event Reminder or **VFew readers

What happens if I run out of text credits?

If you run out of SMS Credits, no SMS Confirmations or Reminders will be sent to your clients and you won't be able to send any Direct Messages or Smart Forms. Clients will also not be able to verify their identity on Online Booking via SMS. If you drop under 50 SMS credits, you'll receive a notification that can be viewed by clicking on your username:Few readers

Guide to Messaging

Messaging in WriteUpp is a simple way to create and send the following types of message: Email SMS Internal Message Direct Message To send a message click on Create -> Message then click on the type of message that you would like to send: To find out more about sending email click [here](https://help.writeupp.com/en/article/how-do-i-send-an-email-from-writeupp-Few readers

Guide to SMS and email appointment communications

How do I purchase SMS Credits?

How do I export to Mailchimp?

How do I set up an appointment confirmation?

How much do text credits cost?

How do I add the consent link to my consent email template?

Sending emails from WriteUpp

How do I send emails via the internal service in WriteUpp?

How do I revert back to using the WriteUpp email servers from SMTP?

Problems with Appointment Communications

How do I opt-in patients to receive Email/SMS confirmations and reminders?

What are communication triggers?

Editing email templates for appointment communications

Can I modify the communications sent to a patient when booking an appointment?

How do I send a Direct Message?

Can I send different communications out for different appointments?

How do I opt patients out of Email/SMS appointment communications?

What confirmations and reminders are pre-defined within WriteUpp?

How do I set up an appointment reminder?

Managing Gmail authentication with WriteUpp

How do I turn off email appointment communications?

Can I check the status of an email sent to a patient?

How do I send a text message (SMS) from WriteUpp?

SMTP Settings for Popular E-Mail Services

How do I let my patients know if an appointment has been changed?

How do I turn off all confirmations/reminders for an appointment?

How do I create an email message template?

How do I turn off SMS appointment communications?

Why can't I add an attachment to email?

An email failed to send, what do I do?

How do I let my patients know that an appointment has been removed from the diary?

Why do I need text credits to send a Direct Message?

Can I change when appointment reminders are sent out?

What appointment communications can I send from WriteUpp?

How do I let my patients know if their appointment has been cancelled?

How do I edit SMS templates for appointment communications?

How can I see my text credits balance?

How do I add location information to my appointment communications?

How do I create a client SMS message template?

How do I send a patient a confirmation of an online booking?

Guide to Direct Messaging (Video)

How do I send a confirmation or reminder manually?

How do I send an email from WriteUpp?

How many text credits do I need to buy?

How can I resend an access code for a Direct Message?

Switching from SMTP to Gmail Authentication

How do I set up email communications for appointments?

Managing SMS templates for appointment communications

Sending email from WriteUpp using SMTP

How do I edit or delete a template for a Direct Message?

Guide to Appointment Communications [Video]

How do I send an Internal Message from WriteUpp?

What are the default SMS appointment communication templates?

Can my SMS messages come from my practice name?

How do I add a template for a Direct Message?

How do I add email templates for appointment communications?

Where can I find a record of the Direct Messages I have sent?

What are the default email appointment communication templates?

Can I check if a patient was sent an appointment confirmation/reminder?

Secure Internal communication in 5 Easy steps

What will my patients see when they receive a Direct Message?

Managing Email templates for appointment communications

What happens to a Direct Message after it's been opened?

How do I send a patient a reminder of an appointment but not a confirmation?

Can I send an automatic message to a patient who did not attend an appointment?

Can I resend an appointment communication to a patient?

What happens to a Direct Message if it's never opened?

Can I check to see if a Direct Message has been read?

Do I have the option to resend a message to a patient?

How do I let my patients know that a recurring appointment has been removed from the diary?

What information can I see about internal messages?

How do insert a professional registration number variable into a message template?

Guide to sending an SMS [Video]

How much do emails cost?

Why do I need text credits?

Guide to sending an email in WriteUpp [Video]

Can I check the status of an SMS sent to a patient?

How do I set up a confirmation of a recurring appointment?

How do I set up SMS communications for Appointments?

How do I send a patient a confirmation of an appointment but not a reminder?