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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-Few readers

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

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

Introduction to Appointment Communications

• Guide to SMS and email appointment communications

  If you'd like to reduce your DNA rate, confirmations and reminders sent by either SMS or Email can be a very useful tool in ensuring clients attend appointments.   This article will guide you through the steps you need to follow to customise and set up appointment communications for your clients.  It's important that you receive consent from your client before you send out any SMS/Email confirmations and reminders.  You'll need to make sure your clients are "opted in" to receive appointment cVery popular

• What are communication triggers?

  Communication triggers enable you to inform your patients about appointments, and provide them with information about changes and cancellations.  They define how, what and when automated appointment communications are sent by WriteUpp and are comprised of: a delivery method a message template a trigger event an offset period They are set up and managed by opening the main menu and going to Settings -> Scheduling -> Appointment Communication. You can set up communiPopular

• 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  [ConfirmaSome 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

Setting up Appointment Communications

• How do I set up an appointment confirmation?

  By setting up a communication trigger using the "trigger event" New Appointment - Non Recurring, your patients will be sent a confirmation of an appointment via either SMS or email.  There is a predefined template within WriteUpp, called New Appointment, which can be used alongside the trigger event for this purpose.  You can of course modify this to customise it to your requirements, or create a custom template to use.  Please note that in order to receive appointment communications,Very popular

• How 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 of course modify this to customise it to your requirements, or create a custom template to use. Please note that in order to receive appointment communications, patients must have been [opted in](https://hSome readers

• How do I set up email communications for appointments?

  To ensure your patients receive appointment communications via email, you'll need to do two things: define what email communications you'd like to send  opt patients in to receive email communications WriteUpp comes with a number of email communications predefined, which you can read about here, but you cFew 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. Recurring appoFew 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, which you can read about [heFew readers

Email Templates for Appointment Communications

• Editing email templates for appointment communications

  To edit your email templates for appointment communications: Go to Settings -> Scheduling -> Appointment Communication Select Email Templates from the bottom of the screen Click on Edit next to the template you'd like to change Make the required changes, then click on Save Template: Note: Email templates in WriteUpp have a content limit of around 8,000 characters. If you have information about your practice on a webpage (like directionsPopular

• Adding consent and smart forms to appointment communication email templates

  Adding consent and smart forms to your automated appointment communications is a great way to streamline your pre-appointment processes. Both consent 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 relevant online web page where each type of form can be completed.Some readers

• What are the default email appointment communication templates?

  The default email appointment communication templates defined within WriteUpp are: New appointment New recurring appointment Change appointment Delete appointment Delete recurring appointment Appointment reminder  New Video Consultation Confirmation New Recurring Video Consultation Confirmation Video Consultation Reminder The default content of each of these is listed below. New appointment Dear ##NAME## Your appointment is confirmed for ##FROM## on ##Few readers

• Managing 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. You can read how to edit these existing templates here -> [Editing email templates for appointment communications](/en/article/editing-email-templates-for-appointment-commFew 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 include aFew readers

SMS Templates for Appointment Communications

• How do I edit SMS templates for appointment communications?

  To edit your SMS templates: Go to Settings -> Scheduling -> Appointment Communication Choose SMS Templates from the bottom of the screen 3. Click on Edit next to the template you'd like to change 4. Make your changes, then click on Save TemplateSome 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://help.writeupp.com/en/article/how-do-i-edit-smsFew readers

• What are the default SMS appointment communication templates?

  The default SMS appointment communication templates defined within WriteUpp are: New appointment New recurring appointment Change appointment Delete appointment Delete recurring appointment Appointment reminder  New video consultation Recurring video consultation Video consultation reminder The default content of each of these is listed below. New appointment Appointment Confirmation from ##MAINUNIT## for ##FROM## on ##DATE## ** DO NOT REPLY TO THIS TEFew 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

Managing Appointment Confirmations and Reminders

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

  It's important that you receive consent from your client before you send out any SMS/Email confirmations and reminders.  If your client has provided you with a mobile number or email address and you enter these details into the relevant boxes of the patient summary, they will automatically be "opted in" to receive communications.  If you don't want them to receive communications by either method of delivery, you can untick the relevant check box: ![](https://storage.crisp.chat/users/helpdesk/wPopular

• 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 appoinSome 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:Some 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 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 MenuSome readers

• How 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 or email.  Please note that patients who book online will not receive confirmations unless a communication trigger is set up using the trigger event specific to online bookings.  If you have a communication trigger set up for the events **BookingSome 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 choosSome 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

• 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

• 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

• 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

Managing Appointment Communications

• 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 aSome 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 thSome readers

• How do I turn off email appointment communications?

  To stop sending email confirmations or reminders: 1.  Go to Settings -> Scheduling -> Appointment Communication 2. Find the email communication you'd like to turn off and click on the three dots at the end of the row Click Delete: Repeat for any other triggers you have set up for delivery by email Email confirmations and reminders will no longer be sent for the events that you have deleted The templates linked to any triggers you delete will remain saved for you, sSome 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:Some readers

• How do I turn off SMS appointment communications?

  To stop sending SMS confirmations or reminders: 1.  Go to Settings -> Scheduling -> Appointment Communication Find the SMS communication you'd like to turn off and click on the three dots at the end of the row 3.  Click Delete Repeat for any other triggers you have set up for delivery by SMS.Some 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##Some readers

• Adding form links to existing communication triggers

  Form links can be easily added to your existing communication triggers, including appointment reminders, to automate the sending of these to your clients. There's 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 required, the updated template will be used, ensuring your clients receive the most up to date information from you. This aFew 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 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 be linked to a specific appPopular

• 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://help.writeupp.com/en/article/how-do-Some readers

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

  By setting up a communication trigger using the "trigger event" 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.Some 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 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 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

• 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

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 Click either **+ AddVery popular

• Managing 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.Some 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 boSome readers

• 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 onSome readers

• 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.helFew readers

• 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 BookingFew 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.Very popular

• 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 coVery popular

• 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 aPopular

• 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 bySome readers

• 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 placeSome 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 meSome 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

• Guide to sending an email in WriteUpp [Video]

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

• 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 tFew readers

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: ![](https://storage.crisp.chat/users/helpdeskSome readers

• 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 readers

• Sending 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

• Switching 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 readers

Managing SMS Messages

• 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

• 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 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 alsSome readers

• Guide to sending an SMS [Video]

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

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

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

• 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

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? toSome 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.  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 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 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-purchasSome readers

• Guide to Direct Messaging (Video)

  A brief introduction to the Direct Messaging feature - sending a message from WriteUpp with an extra later of security!Some 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 sSome 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

• 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 sFew readers

• 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 filteFew 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

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 advVery popular

• 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 purchaseVery popular

• 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 amountSome 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 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

• 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:Few readers