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
Adding 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 readersEditing 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 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 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 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 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, the patient will be sent a communication to inform them 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 is with. There is a predefined template within WriteUpp called Change AppointFew 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 inform them that their appointment has been cancelled. You will also need to set up a custom template to use, containing the information you'd like to send.Few readersCan I resend an appointment communication to a patient?
Yes, you have the option to resend some messages sent from WriteUpp at just the click of a button. If a patient contacts you to advise that they have not received an appointment communication, but you can see the message listed on the Messages tab of the Patient Summary, then you can quickly and easily resend it to them from here. To do this... Find the patient in question within WriteUpp and navigate to the Messages tab of the Patient Summary. Locate the message you would like tFew 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 does not attend an appointment, meaning you don't have to manually compose and send the message yourself. This can be 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 SettingsFew readersHow do I let my patients know that an appointment has been removed from the diary?
If you cancel an appointment for a patient by completely removing it from the diary (as opposed to changing the status), you can set up a communication trigger using the trigger event 'Deletion - Single' to inform them of this. With this trigger, if you use the delete icon to completely remove an appointment from your diary, the patient will be sent a communication to advise that their appointment has been removed.Few readersHow do I let my patients know that a recurring appointment has been removed from the diary?
If you cancel all recurring 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' to inform them of this. With this trigger, if you use the delete icon to completely remove a recurring appointment from your diary, by choosing 'All Future' when prompted, your patient will be sent a communication to adviFew readers
Managing Emails
How do I add the consent link to my consent email template?
When emailing a consent form from WriteUpp, you will need to include the link to the consent form in your email to the patient. The easiest way to do this is to set up email templates for each of your consent forms, each containing the variable 'Consent link'. To add the 'consent link' to an email template for consent: Go to Create -Consent (ensure you have an Active Patient selected who has an email address recorded): (https://storage.crisp.chat/users/helpdeskPopularManaging 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 a patient attachment when composing an 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.). When you go to Create -Email, you will see a blue 'Manage Attachments' button. When you click this, you will only see general files from the File Storage arFew readersHow do I create an email message template?
To create an email template to use when sending standalone email messages from Create -Message -Email, simply follow the steps below: Click Create -> Message: Stay on the Email tab Click the Manage Templates link next to the 'Select Template' dropdown: (https://storage.crisp.chat/users/helpdesk/website/3bdaa0c7caaa6800/screenshot-2025-01-10-0929Few readersHow do I insert a professional registration number variable into a message template?
Many clinics/practices like to include the user's professional registration number (for example HCPC number) in email templates, so that when they use a message template, their professional registration number is automatically populated. Before you get started, you need to make sure that the 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://help.writeFew readersHow much do emails cost?
Sending emails is FREE in WriteUpp. They can be used for: Email appointment communications (confirmations, reminder etc) Sending documents Sending notes Sending email messages Sending invoices Sending attachments Sending assessment/consent forms Sending access codes for Smart Forms 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 bFew 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/caSome readersSending emails via the internal service in WriteUpp
In WriteUpp, you can send outbound emails via the internal email service provided by WriteUpp. The benefits of using 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 the sender is you’ll nevFew readersAn email failed to send, what do I do?
Occasionally, you may encounter a problem when sending emails from within WriteUpp, including: A 'triggered email' - emails relating to appointment communications An email manually generated, such as when 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, causing the message to be rejected by WriteUpp's email server. This generally happens if you've already attempted to send a meFew readersAdding consent and smart form links to emails sent from WriteUpp
Both consent and Smart form links can be added to emails you send manually from within 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. To add a form link to an email sent from WriteUpp: Navigate to the email page you'd like to send from. In this example, we'll use Create -Email. Complete the To field with who you'd like to send the email to (the patient, the Next Of Kin, a thirdFew readersHow do I send an email from WriteUpp?
To send a standalone email from within WriteUpp: Click on Create -> Message: The Message screen will open already on the 'Email tab': (https://storage.crisp.chat/useFew 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 destinationFew 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
NOTE: SMTP is only available within WriteUpp if configured before 16/09/2020. Listed below are the SMTP settings for the most popular email services: 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: YourSome readersHow do I revert back to using the WriteUpp email servers from SMTP?
If you are currently using SMTP within WriteUpp to send emails, but you would like to revert back to the WriteUpp email servers: Go to Main Menu -Integrations & Add Ons and under the SMTP section, click Configure: Then, click on the Revert to WriteUpp Mail Server button:Few 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've 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 provides exactly the same solution as SMTP does currently, in routing all outbound emails sent from WritFew readersSending email from WriteUpp using SMTP
To alter your existing SMTP settings, you can find the SMTP configuration under Main Menu -Integrations & Add Ons: To change your settings, including updating the password for your email account, click on Configure. Once you have updated your SMTP details, click on the TesFew readers
Sending SMS Messages
How do I send a text message (SMS) from WriteUpp?
Before sending any SMS messages, you must ensure that you have some text credits. If you don't, you can find out how to purchase them here. To send a standalone SMS from WriteUpp: Click on Create -> Message: !Few 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 this information. For example, not all carriers return dFew 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 from within WriteUpp. Here are a few examples of how internal messages could be used: Patient-related – Message to Admin or your Virtual Administrator – “Please book follow-up for this client” Patient-related – Secure internal communication with a colleague about a particular client – “How do you feel about referring xyz to a Maxillo-facial consultant?” Non Patient-related – MesFew 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.Few readers
Managing Direct Messages
Why do I need text credits to send a Direct Message?
When you send a Direct Message, WriteUpp will send an SMS as well as an email to the recipient. The SMS is sent when the access link in the email is clicked, and contains an access code which must be 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/weFew readersHow do I edit or delete a template for a Direct Message?
Templates for Direct Messages are managed from the Direct Message modal. To edit or delete an existing template: 1. Head to Create -Message: Go to the Direct Message tab. Click on the Send Direct Message button: Select a recipient from the availableFew 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 (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 a Direct Message sent with an expiry of 'Never'. However, if an expiry limit is selected, the message and any documents it contains will not be available to the recipient after the set period. The expiry limit is set within the Direct Messages modelFew readersHow do I add a template for a Direct Message?
Adding a template for Direct Messages is a great way to save yourself time, if you repeatedly send the same kind of messages! This might be particularly useful when sending a Smart Form to patients for completion. To add a DM template: 1. Go to Create -Message: Select the DireFew readers
Sending Direct Messages
How do I send a Direct Message?
A Direct Message (DM) allows you to send a message to a patient from within WriteUpp, with an access code required for extra security. It uses an email containing a link to the message, and then an SMS containing an access code to 'unlock' it. 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/hoFew 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. Please note that it can only be resent by the user who sent the original message. To resend an access code: Go to the Patient Summary -> Messages tab and open the message by clicking on the date: (https://storage.crisp.chat/users/helpdesk/websitFew 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": (https://storage.crisp.chat/users/helpdesk/website/-/3/b/d/a/3bdaa0c7caaa6800/screenshot-2025-05-Few readersWhat will my patients see when they receive a Direct Message?
When you send a Direct Message, we use two-factor authentication (2FA) to add an extra layer of security. This works similarly to standard 2FA methods. Your recipient will receive: An email with a secure link to the message portal An SMS with a six-digit access code (sent after they click the email link) The email sent to the patient is simple and non-customisable, and contains no PII (Patient Identifiable Information): (https://storage.crisp.chat/users/helpdesk/website/3bdaa0c7caaa68Few readersWhere can I find a record of the Direct Messages I have sent?
Viewing Sent Direct Messages All Direct Messages sent to a client are saved under the Messages tab on their Client Summary: In this tab, you can view: The date the message was sent The recipient’s details Any attached document (linked under the 'Related' column) To see the full message details, including whether the recipient has read it, simply click on the dateFew 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: ChPopularHow 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 1PopularHow many text credits do I need to buy?
You’ll only need to purchase SMS credits if you use features in WriteUpp that send text messages. These include: SMS appointment communications (e.g. confirmations, reminders) Text verification in Online Booking (optional extra layer of client identity security) Text messages to clients Text messages to colleagues Direct Messaging Smart Forms How SMS Credits Work 1 SMS credit = approx. 160 characters. Most texts will use one credit, but longer messages may use more.Few readersWhat happens if I run out of text credits?
If your SMS credit balance reaches zero: SMS confirmations and reminders will no longer be sent to clients Direct Messages and Smart Forms (with SMS access codes) cannot be sent Online Booking identity verification via SMS will be disabled Low Credit Warning When your balance drops below 50 SMS credits, you'll receive a low credit notification. To view this alert, simply click on your username in the top-right corner of WriteUpp: (https://storage.crisp.chat/users/helpdesk/weFew readersWhy do I need text credits?
There’s no requirement to purchase SMS credits, unless you want to use features in WriteUpp that rely on SMS technology. The following features use SMS credits: Appointment communications (e.g. confirmations, reminders) Text verification in Online Booking (optional security feature) Messages to clients Messages to colleagues Direct Messaging Smart Forms Two-Factor Authentication (2FA) - required during setup and as a backup login method How SMS Credits Work 1 SMS credFew readersHow can I see my text credits balance?
You can check your remaining SMS credits in two places: Option 1: From Settings Go to Settings -Account Details Your current SMS balance will be displayed here: Option 2: From the Message Screen Go to Create -Message -SMS Your SMS balance will appear just below tFew readers