Messaging General
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 and then click on the type of message that you would like to send:Few readersDo I have the option to resend a message to a patient?
Yes, you have the option to quickly and easily resend an email or SMS to a patient in most circumstances. To resend a message: Go to the Messages tab of the Patient Summary and locate the original message. You can use the filters to help do this. Click on the date the message was sent to open it and if it is possible to resend the message, you will see a Resend button at the bottom of the screen. Click it: (https://storage.crisp.chat/users/helpdesk/website/ba6Few readers
Introduction to Appointment Communications
Guide to SMS and email appointment communications
If you would 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. You will need to make sure your clients are "opted in" to receive appointment communications via either email or SMS -> How do I opt in clients to receive email/sms confirmations and reminderPopularWhat are communication triggers?
Communication triggers can be used to inform your patients about appointments, and/or 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 set up and managed under Settings -Scheduling -Appointment Communication. You can set up communication triggers for the follSome readers
Setting up Appointment Communications
How do I set up an appointment confirmation?
By setting up a communication trigger using the trigger event 'Booking - Single' , your patients will receive confirmation of a new non-recurring appointment when one is booked in for them. These confirmations can be sent via email or SMS, depending on the chosen method.Some readersHow do I set up an appointment reminder?
By setting up a communication trigger using the trigger event '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 modify this to customise it to your requirements, or you can create a custom template to use.Some readersHow do I set up email communications for appointments?
To ensure your patients receive appointment communications via email, you will need to do two things: Define what email communications you would 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://help.writeupp.com/en/article/what-confirmations-and-remindersFew readersHow 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 modify this to customise it to your requirements, or you could create a custom template to use instead. RecurriFew readersHow do I set up SMS communications for Appointments?
To ensure your patients receive appointment communications via SMS, you will need to do three things: Define what SMS communications you would like to send Opt patients in to receive SMS communications Purchase SMS credits WriteUpp comes with a number of SMS communications predefined, whichFew readers
Email Templates for Appointment Communications
Editing email templates for appointment communications
To create an appointment communication (such as an appointment confirmation) you must select a message template to send out following the trigger event (e.g. a new appointment booking). WriteUpp comes with a few predefined templates which you can use and customise to your needs. You can also edit any email templates you have created. To edit your email templates for appointmentSome readersAdding consent/smart forms to appointment communication email templates
Adding consent froms and/or Smart Forms to your automated appointment communications is a great way to streamline your pre-appointment processes. Both consent forms and Smart Forms can be added to any of the email templates you use when sending appointment communications, including confirmations and reminders. Forms are added as links to these messages, which when clicked, will open the online portal where each type of form caSome readersWhat are the default email appointment communication templates?
To help you get started, we have added a number of email templates for appointment communications to your account already. 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 conFew readersHow 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 would like. To add a new email template for appointment communications: Go to Settings -Scheduling -Appointment Communication Click on the Email Templates button at the bottom of the screen: (httFew readersManaging 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. Here are some articles that might help: Read how to edit these existing templates here -> Editing email templates for appointment communications (https://help.writeupp.Few readers
SMS Templates for Appointment Communications
How do I edit SMS templates for appointment communications?
To create an appointment communication (such as an appointment confirmation), you must select a message template to send out following the trigger event (e.g. a new appointment booking). WriteUpp comes with a few predefined templates which you can use and customise to your needs. You can also edit any SMS templates you have created. To edit your SMS templates: Go to SettingFew readersWhat 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 readersManaging 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. Here are some articles that might help: You can read how to edit these existing templates here -> How do I edit SMS templates for appointment communications? (https://helpFew readersHow 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 would like. To add an SMS template: Go to Settings -Scheduling -Appointment Communication: Click on SMS Templates at the foot of the screen: (https://storage.crisp.chat/users/helpdesk/website/3bdaa0Few readers
Managing Appointment Confirmations and Reminders
How do I opt-in patients to receive Email/SMS confirmations and reminders?
Opting the Patient into Patient Communications: 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 on the Patient Summary, they will automatically be "opted in" to receive communications. If you do not want them to receive communications by either method of delivery, you can untick the relevaSome readersWhat 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 an appointment - sends an immediate confirmation of an appointment Confirmation of a recurring appointment - sends an immediate confirmation of a recurring appointment Notification of a changed appointment - send an immediate notification of a change to the date or time of an appointment Reminder 7 days priorFew readersHow do I turn off all confirmations/reminders for an appointment?
If you would like to turn off appointment communications for a particular appointment, this can be done at the point of booking. When confirming the appointment details in the diary modal, clicking on Mute will stop any communications from being sent out for that appointment:Few readers
Sending Appointment Confirmations and Reminders
How do I send a confirmation or reminder manually?
Sometimes, patients may not receive the communications you intended them to, if, for example: You have run out of SMS credits You have entered their mobile number/email address incorrectly You have not opted the patient into communications prior to booking their appointment. In these situations, you can use your communication templates to manually send a confirmation or reminder to the patient. To do this, simply follow the steps below: Go to Main Menu -Settings -*Few readersHow 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, email or both!Few readersCan I change when appointment reminders are sent out?
Reminders can be scheduled to be sent at the following times 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 To change when reminders are sent... Go to Settings -Scheduling -Appointment Communication. Click on the three dots at the end of a row containing a reminder communication and choose Edit Trigger: (https://storage.crisp.chat/users/helpdesk/weFew readersCan I check if a patient was sent an appointment confirmation/reminder?
There are a few places where you can check which communications have been sent out to a patient. The Messages tab of the Patient Summary: 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 here with the most recent listed at the top. For appointment reminders and confirmations, the Type will be 'Appointment Email' or 'Appointment Text', depending on the delviery method: (htFew readersHow 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 the appointment. This might be particularly useful if, for example, you have a patient who doesn't want both a confirmation and then a reminder of an appointment. To prevent confirmation of an appointment from being sent, but to ensure a reminder is still sent for that appointment: Click on a freFew readersCan 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 trigger event 'ReminderFew readersHow do I send a patient a confirmation of an appointment but not a reminder?
If a patient wishes to receive confirmation of an appointment, but no other communications relating to the appointment after that, then this is possible to do when booking the appointment. To send a confirmation of an appointment but prevent a reminder from being sent: Click on a free space in the diary to book the appointment. Doing so will bring up the appointment modal. Select Edit Details in the 'Communications' section: (https://storage.crisp.chat/users/helpdesk/website/3bFew readers
Managing Appointment Communications
Problems with Appointment Communications
We're delighted that you are 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, 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 client who has received a confirmatioFew readersHow do I turn off SMS appointment communications?
To stop sending all SMS confirmations or reminders, you must delete the triggers that you have set up: 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:Few readersCan I modify which communications are sent to a patient when booking an appointment?
When you book an appointment in WriteUpp, you will see information on the contact details you hold for the patient in the appointment modal, and you 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 consented to receiving communications via that channel, this will appear iFew readersHow do I turn off email appointment communications?
To stop sending all email confirmations or reminders, you must delete the triggers that you have set up: 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 DeleteFew readersHow do I add location information to my appointment communications?
If you practice from multiple locations and have these set up within WriteUpp, then 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 - NEXTAPFew readersHow 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 appointment communications by either method of delivery, you can untick the relevant checkbox once the details have been entered. To do this, go to the Patient tab of the Patient Summary and click Edit Details. Head to the 'Contact Info' section and untick the checkboxes: (https://storage.crisp.chat/users/helpdesk/website/8eb024fed1265800/42914abf-cb3a-43e6-91d2-48879518cwmFew readersAdding form links to existing communication triggers
Form links can easily be added to your existing communication triggers (emails only), including appointment reminders, to automate the sending of these forms to your clients. There is no need to delete triggers in order to include these in a message; you just need to find the trigger you'd like to include a form in, and edit the template which is linked to it. The next time that message is queued, the updated template will be used, ensuring your clients receive the most up to date informationFew readers
Other Appointment Communications
Can I send different communications out for different appointments?
When sending automatic confirmations and reminders to your patients, you might want to send different information out depending on which appointment type a patient is booked in for. This can be handled for you within WriteUpp by creating custom communication templates containing the information you would like to send, then linking your confirmations and reminders to the specific appointment type. The following Trigger events (https://help.writeupp.com/en/article/what-are-trigger-events-qliSome readersHow do I let my patients know if an appointment has been changed?
By setting up a communication trigger using the "trigger event" General change, when you make a change to the details of an appointment, your patients will be sent a communication to advise that their appointment has been changed. This could be a change to the date or the time, the location of the appointment or the user that the appointment will be with. There is a predefined template within WriteUpp, called Change Appointment, which can be used alongside the trigger event for this pFew readersHow 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 readersCan 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 readersHow 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 readersCan 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 readersHow 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
Managing Emails
How do I add the consent link to my consent email template?
When emailing a consent form from WriteUpp, you'll need to include the link to the consent form in your email. The easiest way to do this is to set up consent email templates for each of your consent forms, each one containing the variable Consent link. To add a "consent link" to your email template: Ensuring you've got an active patient, click Create -Consent Click Consent via email Click Manage Email Templates For Consent (https://storage.crisPopularManaging Gmail authentication with WriteUpp
If you have a Gmail account, or a custom domain hosted by Google, you can authenticate your Gmail account for use with WriteUpp. This allows your outbound emails to be sent via your own email servers using your email address and the name associated with it, with replies also returned to this email address. It is a site wide setting, so all emails from all users will be sent using the email address you authenticate, with all replies returned to the same address.Few readersWhy can't I add an attachment to email?
The email mechanism within WriteUpp is purposely simplistic to allow you to quickly send emails to colleagues, patients and clients. We at WriteUpp do not market ourselves as an email provider, we leave this job to the pros (Gmail, Yahoo etc.). You can however email a file already contained within WriteUpp. This might be an note, an invoice, a completed assessment, a document or an attached file. To do this, open the item you'd like to send and click on the envelope icon you'll see at the boFew readersHow 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 Note: Email templates in WriteUpp have a content limit of around 8,000 characters. If you have information about your practice onFew readersHow do I 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 readersHow 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 readersHow do I provide a client with a copy of a completed consent form?
Once a client has completed a consent form and it's been saved to the Privacy tab of the client summary, you can quickly and easily send a copy of the completed consent back to them for their records. To do this: Navigate to the Privacy tab of the client summary Click on the line containing the consent form you'd like to send out Click on the email icon at the bottom of the page: (https://storage.crisp.chat/users/helpdesk/website/3bdaa0c7caaa6800/image-2022-11-02-at-111249-aFew readers
Sending Emails
Sending emails from WriteUpp
When it comes to sending emails from WriteUpp, whether it’s an automated appointment reminder, an invoice sent by email or a simple ‘how are you?’ to a client, you have a couple of options available to you. The easiest way to manage your outbound emails is to let us handle it for you using the default WriteUpp settings, which is covered in more detail below. Alternatively, if you have an email account hosted by Google, you can choose to authenticate your Gmail account for use with WriteUpp.PopularHow do I manually export contacts to Mailchimp (or other email marketing platforms)?
With the Mailchimp integration, you can easily export your client list into Mailchimp. You can also export tags from various views across WriteUpp. Furthermore, once connected, new clients created in WriteUpp sync straight to your chosen Mailchimp audience. You can check out all you need to know about the Mailchimp integration here. However, if you do not wish to connect to Mailchimp for whatever reason, or you usSome readersHow to bulk send emails to your clients
There are a number of ways you can bulk send emails to your clients with the help of WriteUpp: The easiest way is through the Mailchimp integration. If you already have a Mailchimp account, then the process couldn't be easier. Head to the Integrations & Add ons screen in WriteUpp and connect your account to start exporting contacts and syncing new clients to Mailchimp straight away. Find out everything you need to know about the Mailchimp integration here (https://help.writeupp.com/en/cateFew readersSending emails via the internal service in WriteUpp
In WriteUpp you can send outbound emails via the internal email service in WriteUpp. 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 they have come from you’ll never miss a reply aFew readersAn email failed to send, what do I do?
Occasionally, you might encounter a problem when sending any of the below from WriteUpp: A 'triggered email', by which we mean emails relating to appointment communications An email manually generated, like sending an invoice to a patient A direct message or smart form Quite often these issues are related to the email address that you are trying to contact and the message has been rejected by WriteUpp's email server. This generally happens if you've already attempted to send a meFew readersHow 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 readersCan I check the status of an email sent to a patient?
If we have received information on the delivery status of an email 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 or updated for all messages, and there are certain situations where we won't be able to display that information: If the destination emFew readersAdding consent and smart form links to emails sent from WriteUpp
Both consent and smart forms can be added to emails you manually send from WriteUpp, whether that's from Create -Email when a new client registers with you, or when sending an invoice at the end of their treatment. They can be included within emails sent to a client, a next of kin or a 3rd party. You won't be able to add form links to emails sent to a freeform email address entered into the "Or enter email address" field. To add a form link to an email sent from WriteUpp: Navigate tFew readersGuide to sending an email in WriteUpp [Video]
Here's a video guide showing how to send an email in WriteUpp:Few readers
SMTP
SMTP Settings for Popular E-Mail Services
Following are the SMTP settings for the most popular email services. Please be aware that we are unable to provide technical support relating to mail server connectivity. Apple Mail/iCloud Sender Name: Your Name Sender Email: Your Email SMTP Host: smtp.mail.me.com SMTP Port: 587 SMTP User: Your Email SMTP Password: Your Email Password Requires SSL: Yes Hotmail/Outlook Sender Name: Your Name Sender EmSome readersHow do I revert back to using the WriteUpp email servers from SMTP?
If you are currently using SMTP within WriteUpp to send emails and you'd like to revert back to the WriteUpp email servers: Go to Main Menu -Integrations & Add Ons -SMTP -Configure: Click on Revert to WriteUpp Mail Server: (https://storage.crisp.chat/users/helpdeskFew readersSwitching 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 readersSending 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
Managing SMS Messages
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 readersHow 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
Sending SMS Messages
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 you can find out how to purchase them here 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 Specify the recipient, select a template if there's one you'd like to use, add the body of the message and click on Send Any text messages sent via this route will alsFew readersGuide to sending an SMS [Video]
Here's a video showing how to send an SMS message in WriteUpp:Few readersCan I check the status of an SMS sent to a patient?
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 information. Only SMS messages sent after 06/08/19Few readers
Internal Messaging
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 readersSecure 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 readersWhat 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
Managing Direct Messages
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 readersWhy 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 readersWhat 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 readersHow 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
Sending Direct Messages
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-purchasFew readersHow 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 readersCan 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 readersWhat 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 readersWhere can I find a record of the Direct Messages I have sent?
Any Direct Messages sent will be saved to the Messages tab of the Client 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. You'll also be able to use the filteFew readersWhat 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
Text Credits
How do I purchase SMS Credits?
SMS Credits are required for: SMS Appointment communications (confirmations, reminders etc) Direct Messages Smart Forms Security Verification for Online Booking 2FA To buy more SMS credits: Go to Settings -Account Click on Buy More next to the SMS counter Choose which bundle you would like to buy Follow the payment instructions on screen Once the payment has been successfuPopularHow much do text credits cost?
You can purchase text credits for: SMS Appointment communications (confirmations, reminders etc) Direct Messages Smart Forms Security Verification for Online Booking 2FA In most situations, a single text credit is required to send a single message. 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 10,000 cPopularHow 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 readersWhat 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 readersWhy 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 readersHow 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