Welkin supports two-way SMS (text message) communication between care teams and patients. SMS is managed through Twilio and configured by your administrator.
Open the patient profile or go to the Communication Center
Click + New Message and select SMS
Verify the patient's mobile number is listed (or select from available numbers)
Type your message (standard SMS character limit applies; long messages are sent as MMS)
Click Send
When a patient replies via SMS:
The message appears in the patient's communication thread in the Communication Center
A notification badge appears on the bell icon and in the Inbox
The SMS is logged in the patient's communication history
Use pre-written templates to send common messages quickly. Click the Templates icon when composing an SMS to browse available templates. See Communication Templates.
Patients can opt out of SMS communications by replying STOP to any message. Welkin automatically records the opt-out and prevents further SMS to that number until the patient opts back in (by replying START).
Opt-out status is visible in the patient profile. Care team members cannot send SMS to opted-out patients.
Your organization may have multiple SMS sending lines (phone numbers). When sending, you may be able to select which line to send from, or the system may assign one automatically based on your configuration.
SMS requires Twilio A2P (Application-to-Person) registration. See Twilio A2P for setup details.
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