Patient Communication

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

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

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

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

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

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

How do I create a client SMS message template?

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

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

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

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

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

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

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

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 can also be displayed as WriteUpp, depending on which of our SMS gateway providers we are using at the time.Few readers

What information can I see about internal messages?

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

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 siFew readers

Secure Internal communication in 5 Easy steps

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

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

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

Why 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 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 theFew readers

How 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 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 template to use.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, wFew readers

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

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

How do I add email templates for appointment communications?

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

What appointment communications can I send from WriteUpp?

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

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

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

Can I resend an appointment communication to a patient?

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

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

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 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 appointments - 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 prior to an appoinFew readers

Guide to sending an email in WriteUpp [Video]

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

Can I change when appointment reminders are sent out?

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

An 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 readers

Managing SMS templates for appointment communications

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

How do I send a confirmation or reminder manually?

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

How do I 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 Click either **+ AddFew 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 aFew readers

How do I send an Internal Message from WriteUpp?

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

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

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

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

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

Can I send multiple reminders for an appointment?

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

Guide to sending an SMS [Video]

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

How do I add SMS templates for appointment communications?

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

How can I see my text credits balance?

You can see your text credits balance by going to Settings -> Account details: If you have below 50 credits, you'll receive a notification to let you know: Related Article How much do text credits cost?(https://writeupp.crisp.help/en/article/how-much-do-text-creditsFew readers

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 a patient is attending for. This can be handled for you within WriteUpp by creating custom communication templates containing the information you'd like to send, then linking your confirmations and reminders to specific appointment types. The following Trigger events can bFew readers

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

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

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

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

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. If a mobile number or email address has been entered, but thFew 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

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

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

Following the release of web v2.13.7 of WriteUpp, 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 for all messages, and there are certain situations where we won't be able to display thatFew readers

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

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

Why do I need text credits?

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

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 appointment 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-optFew 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-writeupFew readers

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

When you send a Direct Message, WriteUpp will send a SMS as well as an email to the recipient. The SMS is sent when the access link in the email is clicked, and will contain an access code which is used to open the message. 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://wFew readers

How many text credits do I need to buy?

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

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

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

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

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

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

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

Guide to SMS and email appointment communications

How much do text credits cost?

Editing email templates for appointment communications

How do I send a Direct Message?

How do I export to Mailchimp?

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

What are communication triggers?

How do I purchase SMS Credits?

What are the default email appointment communication templates?

What are the default SMS appointment communication templates?

SMTP Settings for Popular E-Mail Services

How do I create an email message template?

How do I send email from my own email server (using SMTP)?

How do I set up an appointment reminder?

How do I set up an appointment confirmation?

How do I send an email from WriteUpp?

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

How do I turn off email appointment communications?

Managing Email templates for appointment communications

How do I turn off SMS appointment communications?

How do I set up email communications for appointments?

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

What happens if I run out of text credits?

Guide to Direct Messaging (Video)

How do I add a template for a Direct Message?

How much do emails cost?

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

How do I edit SMS templates for appointment communications?

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

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

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

How do I create a client SMS message template?

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

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

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

Can my SMS messages come from my practice name?

What information can I see about internal messages?

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

Secure Internal communication in 5 Easy steps

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

Why can't I add an attachment to email?

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

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

How do I set up SMS communications for Appointments?

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

How do I add email templates for appointment communications?

What appointment communications can I send from WriteUpp?

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

Can I resend an appointment communication to a patient?

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

What confirmations and reminders are pre-defined within WriteUpp?

Guide to sending an email in WriteUpp [Video]

Can I change when appointment reminders are sent out?

An email failed to send, what do I do?

Managing SMS templates for appointment communications

How do I send a confirmation or reminder manually?

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

Problems with Appointment Communications

How do I send an Internal Message from WriteUpp?

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

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

Can I send multiple reminders for an appointment?

Guide to sending an SMS [Video]

How do I add SMS templates for appointment communications?

How can I see my text credits balance?

Can I send different communications out for different appointments?

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

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

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

How do I add location information to my appointment communications?

Guide to Appointment Communications [Video]

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

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

Why do I need text credits?

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

Guide to Messaging

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

How many text credits do I need to buy?

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

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