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Patient Communication
Send Email and SMS reminders, or send a Direct Message.
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 then click on the type of message that you would like to send: To find out more about sending email click [here](https://help.writeupp.com/en/article/how-do-i-send-an-email-from-writeupp-
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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: , 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-
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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.
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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 th
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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.
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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 -> Appointmen
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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: . 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 bo
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How do I create an email message template?
To create an email template, simply follow the steps below: Click Create -> Message Select the Email tab Click **Manage Template **next to Select Template Click +Add Template Give your template a name Enter the subject and the content of the message Click Save Template at the bottom of the page Note: Email templates in WriteUpp have a content limit of around 8,000 characters. If you have information about your practice on
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How 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.hel
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How much do emails cost?
Emails are FREE in WriteUpp. They can be used for: Email appointment communications (confirmations, reminder etc) Sending documents Sending notes Sending email Messages Sending invoices Security verification in Online Booking
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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.
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How do I export to Mailchimp?
Exporting client details to Mailchimp is very straightforward. Just follow these steps: In WriteUpp Go to Tools -> Data Export (from the burger menu, top-left) Click on the Patient tab and choose either the By First Name or By Surname tabs (to see a full list of your patients) Scroll to the bottom of the page and click on "Export to CSV" In Mailchimp Login to Mailchimp Click on Audience Click on Manage Audience and choose Import Contacts From here you have a co
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Sending 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 a
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How to bulk send emails to your clients
Mailchimp integration is something that's on the WriteUpp roadmap for the future (head over to the feature request portal to add your vote), but in the meantime, there are a couple of things you can do in order to send an email out to all of your clients. One option is to export your client list to Mailchimp, or your chosen bulk email program. The full process to export clients to Mailchimp is covered step by
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How do I send an email from WriteUpp?
To send an email from WriteUpp: Click on Create -> Message The Message screen will open already on the email tab Specify the recipients, choose a template if you have one set up you'd like you use, enter a subject and body of the message and click on Send Email Any emails sent via this route will also be added to the client's record in the Messages tab so you always have everything in one place
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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 me
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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 that
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Guide to sending an email in WriteUpp [Video]
Here's a video guide showing how to send an email in WriteUpp:
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Adding 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 t
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SMTP
How 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:  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 als
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Guide to sending an SMS [Video]
Here's a video showing how to send an SMS message in WriteUpp:
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Can I check the status of an SMS sent to a patient?
Following the release of web v2.13.9 of WriteUpp, if we have received information on the delivery status of an SMS sent to a patient, you'll be able to see this on the Messages tab of the Patient Summary: It's important to note that status information is not guaranteed to be present for all messages, and there are certain situations where we won't be able to display that in
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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 menu
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Secure Internal communication in 5 Easy steps
There are few things more important to a business than communication. As the saying goes, the right hand needs to know what the left hand is doing! Internal messaging is great for bringing employees in different locations together but even colleagues sitting in the same clinic can benefit from Internal Messaging. As remote workers, here at WriteUpp, we couldn’t do without an internal messaging system. Most of the time it’s business related chat but sometimes, we just like to have a chin wag! T
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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.
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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? to
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Why do I need text credits to send a Direct Message?
When you send a Direct Message, WriteUpp will send a SMS as well as an email to the recipient. The SMS is sent when the access link in the email is clicked, and will contain an access code which is used to open the message. This provides an extra layer of authentication to anything you send via direct message, just like two-factor authentication. If you try to send a Direct Message and you don't have any text credits, you'll see this message:  allows you to send a message to a patient directly from WriteUpp with an extra layer of security. It uses an email containing a link to a message and a SMS containing an access code to 'unlock' that message. There are a few things you will need to have in place in order to send a direct message: An email address for the recipient A mobile number for the recipient SMS credits - [How do I purchase SMS Credits?](https://writeupp.crisp.help/en/article/how-do-i-purchas
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Guide to Direct Messaging (Video)
A brief introduction to the Direct Messaging feature - sending a message from WriteUpp with an extra later of security!
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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 s
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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 me
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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 s
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Where 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 filte
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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:
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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 Only site administrators are able to purchase text credits. To do so: Go to Settings -> Account Click on Buy More next to the SMS counter Choose which bundle you'd like Follow the payment instructions on screen Once the payment has been successfully processed, you will see a green banner on screen adv
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How 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 To purchase
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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 amount
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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 - R
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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:
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What happens if I run out of text credits?
If you run out of SMS Credits, no SMS Confirmations or Reminders will be sent to your clients and you won't be able to send any Direct Messages or Smart Forms. Clients will also not be able to verify their identity on Online Booking via SMS. If you drop under 50 SMS credits, you'll receive a notification that can be viewed by clicking on your username:
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