Go to website
Back
Articles on:
Patient Communication
Send Email and SMS reminders, or send a Direct Message.
Guide to SMS and email appointment communications
If you'd like to reduce your DNA rate, confirmations and reminders sent by either SMS or Email can be a very useful tool in ensuring clients attend appointments. This article will guide you through the steps you need to follow to customise and set up appointment communications for your clients. It's important that you receive consent from your client before you send out any SMS/Email confirmations and reminders. You'll need to make sure your clients are "opted in" to receive appointment c
Very popular
How do I edit email templates for appointment communications?
To edit your email templates for appointment communications: Go to Settings -> Scheduling -> Appointment Communication and click on the three dots at the end of a row containing any email communication: Choose Edit from the menu: Click on **
Very popular
How much do text credits cost?
You can purchase text credits for: SMS Confirmations SMS Reminders Direct Messages Smart Forms Security Verification for Online Booking 2FA In most situations, a single text credit is required to send a single message and the cost of each credit is 5p. Texts can be purchased in the following volume bundles: 50 credits - £3.00 + VAT 500 credits - £30.00 + VAT 1000 credits - £55.00 + VAT 2000 credits - £105.00 + VAT 5000 credits - £250.00 + VAT To
Very popular
How do I opt-in patients to receive Email/SMS confirmations and reminders?
It's important that you receive consent from your client before you send out any SMS/Email confirmations and reminders. If your client has provided you with a mobile number or email address and you enter these details into the relevant boxes of the patient summary, they will automatically be "opted in" to receive communications. If you don't want them to receive communications by either method of delivery, you can untick the relevant check box:  Click on the Patient tab Scroll to the bottom of the page and click on "Export to Excel" In Mailchimp Login to Mailchimp Click on Lists: Click on the "Add Subscribers" dropdown and then selec
Very popular
How do I send a Direct Message?
A Direct Message (DM) allows you to send a message to a patient directly from WriteUpp with an extra layer of security. It uses an email containing a link to a message and a SMS containing an access code to 'unlock' that message. There are a few things you will need to have in place in order to send a direct message: An email address for the recipient A mobile number for the recipient SMS credits - How do I purchase SMS Credits?(https://writeupp.crisp.help/en/article/how-do-i-purchas
Very popular
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 ##
Very popular
How do I purchase SMS Credits?
SMS Credits are required for: Appointment Confirmations Appointment Reminders Messages to clients and colleagues Direct Messages and Smart Forms Identity verification, for online booking (optional) To purchase SMS Credits: You will be taken to the Buy SMS Credits page Select your preferred bundle Follow the payment instructions on screen If successful, you will be taken back to the Account Details tab in WriteUpp where you will see your SMS Credits counter
Very popular
What are communication triggers?
Communication triggers enable you to inform your patients about appointments, and provide them with information about changes and cancellations. They define how, what and when automated appointment communications are sent by WriteUpp and are comprised of: a delivery method a message template a trigger event an offset period They are configured within Settings -> Scheduling -> Appointment Communication: ![](https://storage.crisp.chat/users/helpdesk/website/e9b39b6
Popular
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 TE
Popular
Managing Email templates for appointment communications
There are 6 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 check out the content of the default email templates here -> What are the default email appointment communication templates? You can read how to edit these existing templ
Popular
How do I create an email message template?
To create an email template, simply follow the steps below: Click Create -> Message Select the Email 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
Some readers
How do I set up an appointment confirmation?
By setting up a communication trigger using the "trigger event" New Appointment - Non Recurring, your patients will be sent a confirmation of an appointment via either SMS or email. There is a predefined template within WriteUpp, called New 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. Please note that in order to receive appointment communications,
Some readers
How do I send an email from WriteUpp?
To send an email from WriteUpp: Click on Create and then Message: The Message screen should open 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 me
Some readers
How do I let my patients know if an appointment has been changed?
By setting up a communication trigger using the "trigger event" Change Appointment - generic, when you make a change to either the date or time of an appointment, your patients will be sent a communication to advise that their appointment has been changed. There is a predefined template within WriteUpp, called Change 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 templ
Some readers
How do I edit SMS templates for appointment communications?
To edit your SMS templates: Go to Settings -> Scheduling -> Appointment Communication and click on the three dots at the end of a row containing an SMS communication: Choose Edit from the menu: Click on Manage Templates: 
A brief introduction to the Direct Messaging feature - sending a message from WriteUpp with an extra later of security!
Some 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 si
Some 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(https://writeupp.crisp.help/en/article/what-confirmations-and-remind
Some readers
How do I send an Internal Message from WriteUpp?
To send an Internal Message from WriteUpp: 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
Few readers
How do I turn off SMS appointment communications?
To stop sending SMS confirmations or reminders: 1. Go to Settings -> Scheduling -> Appointment Communication: Find the SMS communication you'd like to turn off and click on the three dots at the end of the row: 3. Click Delete: ![](https://storag
Few readers
What confirmations and reminders are pre-defined within WriteUpp?
WriteUpp comes with a number of pre-defined appointment communications that you can use to inform patients about their appointments. These are: Confirmation of a single appointment - both SMS and Email - sends an immediate confirmation of an appointment Confirmation of a series of appointments - both SMS and Email - sends an immediate confirmation of a recurring appointment to include the end date Notification of a changed appointment - both SMS and Email - send an immediate not
Few readers
How much do emails cost?
Emails are FREE in WriteUpp. They can be used for: Email Confirmations Email Reminders Sending Documents Sending Notes Sending Email Messages Sending Invoices Security Verification in Online Booking
Few readers
How do I send a patient a confirmation of an online booking?
By setting up a communication trigger using the "trigger event" Online booking appointment, 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 New Appointment - Non Recurring and/or New Appointment - **Recurr
Few readers
Managing SMS templates for appointment communications
There are 6 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 check out the content of the default SMS templates here -> What are the default SMS appointment communication templates?(https://writeupp.crisp.help/en/article/what-are-the-
Few readers
How do I set up an appointment reminder?
By setting up a communication trigger using the "trigger event" Appointment Reminder, your patients will be sent a reminder prior to an appointment There is a predefined template within WriteUpp, called Appointment reminder 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. Please note that in order to receive appointment communications, patients must have been [opted i
Few readers
How do I let my patients know if their appointment has been cancelled?
By setting up a communication trigger using the "trigger event" Change Appointment Status, 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://writeupp.crisp.help/en/a
Few readers
How do I send a text message (SMS) from WriteUpp?
To send an SMS from WriteUpp: Make sure that you have some text credits. If you don't please click here to find out how to purchase them Ensure that the people that you want to send an SMS to (in WriteUpp) have a mobile number associated with them. Click on Create -> Message Select the SMS tab:** ![](https://storage.crisp.chat/users/helpdesk/website/e4b562bcf0b4e000/d92f2ba9-c976-4c
Few readers
How do I add email templates for appointment communications?
There are 6 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 the three dots at t
Few readers
Can my SMS messages come from my practice name rather than a mobile number?
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 can 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?
1. Create -> Message Click on Send Direct Message and select a recipient from the available list: The message model will open: Select Manage: . If you use the internal email service in WriteUpp: there’s no set-up or technical knowledge required your messages are encrypted in flight via SSL your messages benefit from enhanced deliverability so there’s less chance of them ending up in spam or junk folders your messages will appear From: “Your Practice Name” so that your clients know who t
Few readers
How do I turn off all confirmations/reminders on a single appointment basis?
If you'd like to turn off appointment communications for a particular appointment, this can be done at the point of booking. When confirming the appointment details via the diary modal, clicking on Mute will allow you to stop any communications being sent for that appointment:
Few readers
What information can I see about internal messages?
To see a summary of sent and received internal messages from across your practice click on the menu in the toolbar: and select Messages: You'll then see tabs containing received and sent messages: . However, the below articles show you how you can send specific documents out of WriteUpp: How do I email a note? How do I email an invoice?(https://writeupp.crisp.help/e
Few readers
How do I add SMS templates for appointment communications?
There are 6 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 the three do
Few 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, w
Few readers
How do I turn off email appointment communications?
To stop sending email confirmations or reminders: 1. Go to Settings -> Scheduling -> Appointment Communication: 2. Find the email communication you'd like to turn off and click on the three dots at the end of the row: Click Delete: ?
To setup WriteUpp to use your own email address via SMTP (Simple Mail Transfer Protocol) go to Settings -> More -> SMTP and enter the SMTP details for your email provider. Here's a list of the SMTP settings for the most common emails services. If your provider is not listed please contact your email provider. Much as we'd like to help we can't provide support for your email service
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: You can click on the date to open details of the message and check which appointment it relates to: You can also see information on which communications have
Few 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! T
Few 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: ![](http
Few readers
Can I modify the communications sent to a patient when booking an appointment?
When you book an appointment in WriteUpp, you'll see information on the contact details you hold for a patient, and will have the option to "mute" communications for that particular appointment. If a mobile number or email address has been entered for the patient, and they have been consented to receive communications via that channel, this will appear in green text. If no information has been entered, you'll see this in red text: ![](https://storage.crisp.chat/users/helpdesk/website/d6923d
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: The message model will open: Select Manage: ![](https://storage.crisp.chat/users/helpdesk/website/8cb6618337507000/16520d41-a485-44cf-ac7e-12b95b
Few readers
How do I set up a confirmation of a recurring appointment?
By setting up a communication trigger using the "trigger event" New Appointment - 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 recommend that if you create a custom template, or modify the defau
Few 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: Related Article: [How
Few readers
Guide to sending an SMS [Video]
Here's a video showing how to send an SMS message in WriteUpp:
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://writeupp.crisp.help/en/article/how-do-i-send-an-email-from-writeup
Few readers
Can I change when appointment reminders are sent out?
Reminders can be scheduled to be sent at the following timescales prior to 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:  Messages to clients Messages to colleagues Direct Messaging Smart Forms Two Factor Authentic
Few readers
How can I see my text credits balance?
Go to Settings and click on the Account Details page. Here you will be able to see how many Credits you have, along with a link to buy more If you have below 50 credits, you'll receive a notification to let you know: Related Article How much do text credits cost?(h
Few 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 Change Appointment Status 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: Go to Main Menu -> Settings -> Scheduling -> Appointme
Few readers
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" Delete Appointment - 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
Few 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 communication triggers for the reminders you'd like to send: ![](https://storage.crisp.chat/users/helpdesk/website/27da6287acc8bc00/dea4e2b3-
Few 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 a single appointment - sends an immediate confirmation of an appointment Confirmation of a series of appointments - sends an immediate confirmation of a recurring appointment [
Few 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
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
Problems with Appointment Communications
We're delighted that you're using SMS or Email messaging to improve communication with your clients. We send out thousands of messages every day all over the world and in the vast majority of cases there are no issues. However, on some occasions there are problems and if you're reading this, it's likely that one or more of the following situations has arisen for you: You have been contacted by a client who says they have not received a reminder/confirmation You have been contacted by a
Few readers
How do I add the consent link to my consent email template?
To add the variable "consent link" to your email follow the below steps: Ensuring you've got an active patient, click Create -> Consent Click consent via email Click Manage Email Templates For Consent Click Edit next to your template Click the VAR button and select consent link (it's right at the bottom of the drop-down) Click save template
Few readers
How do I revert back to using the WriteUpp email servers?
If you'd like to revert back to the WriteUpp email servers: Go to Main Menu -> Settings -> More -> SMTP: Click on Revert to WriteUpp Mail Server: You'll be taken back to the setup screen and your emails will now be delivered by the
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 in
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: 3
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.hel
Few 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
Few 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)
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: Cli
Few 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: Appointment confirmation messages Appointment reminder messages 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 One SMS Credit is generally equivalent to one text, however this does depend on the amount of t
Few readers
How can I view the cover message that was sent with a Direct Message?
If you send any files from WriteUpp via direct message, you'll also have to add a message to be sent along with it. If you want to view the message that was sent after you've sent it, you can do this by going into the Messages tab of the Patient Summary and clicking on the one you want to check: The sent message will open displaying the document that was sent and to view
Few readers
How do I opt patients out of Email/SMS appointment communications?
If your patient has provided you with a mobile number or email address and you don't want them to receive communications by either method of delivery, you can untick the relevant check box once the details have been entered: Related article: How do I opt-in patients to receive Email/SMS confirmations and reminders?(https://writeupp.crisp.help/en/article/how-do-i-opt-in-patients
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 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 Menu
Few readers
Why do I need text credits to send a Direct Message?
When you send a Direct Message, WriteUpp will send a SMS, along side an email to the recipient. The SMS will contain an access code which is used to open the message. If you try to send a Direct Message and you don't have any text credits, you'll see this message: Related Article How do I purchase SMS credits?(https://writeupp.crisp.help/en/article/how-do-i-purchase-sms-credi
Few 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": 3. This will open this window: ![](https://storage
Few 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: 