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Use 2-way / two-way, automated reviews, and group texting

Richard Abujasen
Updated

In OptiMantra, we have two texting add-ons that allow you to further communicate with your patients, as well as the option to do automated reviews

  • 2-way texting allows client responses to your texts (reminders, direct text messages) and shows those responses in the OptiMantra program; this also includes 2 hour reminder text messages and post-appointment reviews ($75/month for up to1500 segments)
  • Group texting enables you to send out larger promotional or update messages via text ($100/month for up to 2000 segments) (two-way texting required)
  • Note that appointment text reminders 1+ days in advance is available to everyone as part of their subscription

 

Overview

Getting Set Up

To get 2-way or group texting set up for your clinic, please update your Settings > OptiMantra Subscription page. This will automatically generate a ticket for our team to begin setup. Where possible, we will set up a local number for you.

 

Using 2-way/Two-way Texting

Once you are set up, you can send text message to any client (as long as client's phone number is included in the Text Message Number field (under patient profile)

In OptiMantra, please go to Patients > Actions > Text Message to send a text message

Note you can also click on the Text History option to see your text message history with the client

 

If a client responds to your text message, you will see a text message notification above the navigation bar (Texts link):

 

On the Texts page, you have a couple of options

  • Show Unread Messages
  • Show All Text Messages For Time Period: you can view the Text Log or History for that client. It will show you the 50 most recent texts for the client in chronological order.
  • Change Patient: if a mobile number is associated with multiple clients (family members, for example), you can assign the number to a specific client (head of the family, for example)
  • Mark Viewed: so the notification counter goes down

 

 

Note - you can get your new number in front of patients by:

  • Adding two-hour reminders (under Settings) and noting in your reminders that this is your dedicated number  they can text you back on
  • Adding it to your email signature and sending a group email (under Shortcuts > Administrative > Group Emails)
  • Including it on your Scheduler

 

FAQ: 

  • How many texts are included with two-way texting?
    • 1500 segments is included with two-way texting and each additional segment is 3 cents per segment.
  • What constitutes a "segment"?
    • This does depend on the information and characters you are using inside your text. GSM-7 segment is 160 characters, UCS-2 segment is 70. If you include any non GSM-7 characters in your message body, we will automatically fall back to UCS-2 encoding.
  • Why do some texts come over as "unregistered user"?
    • Unregistered users are divided into 2 categories, either users that are not present in the program or where multiple patients share the same number. 
    • If multiple users share the same number, you can click the "Change Patient" button on the text page and assign the text to the appropriate patient. 
  • Why are some of my texts not going through?
    • The receiving carrier my be experiencing an outage.
    • Text messages that are longer than 10 segments are often blocked by text carriers.
    • We recommend a max of 2 segments to ensure deliverability and patient interaction.
    • Some language is banned at the text carrier level ex. cannabis.
  • Are images supported in the two-way texting?
    • Inbound images can be received from the patients but outbound images cannot be sent at this time.

Using Automated Reviews

If you have 2-way texting, you can also further enable automated reviews under Settings > Communications > 2 Way Texting & Reviews

  • Set your automated reviews source
  • A link to your REVIEW site - e.g., on Google, Facebook, or Yelp - note that this is not your website unless you are explicitly soliciting/capturing reviews on your website
  • And what users you want to notify in your practice if a poor review (score of 3 or lower) is received

 

Once you've enabled Reviews Collection, OptiMantra will automatically reach out to patients after their appointment for a review

  • After the patient is marked as 'Checked out' on their Appointment under Event Status, OptiMantra will send an automated text to the patient approximately 30 minutes later to ask for a feedback score
  • If the feedback score is high (score of 4 or 5), the patient will be prompted to give the review on a social media site of your choice
  • If the feedback score is poor (score of 3 or lower), the response will be sent back to your clinic for follow-up, notifying the users tagged on the Review Collection Settings page

Here's an example of what this looks like on your patient's phone

 

Disclaimer - Please note that by utilizing OptiMantra's review collection service, you expressly acknowledge and agree that OptiMantra shall not be held liable for any negative reviews received by your practice. Our product is intended to facilitate the solicitation of authentic reviews from recent customers; however, we cannot guarantee that you will only receive favorable reviews nor can we exert any control or influence over the content of reviews. The opinions, experiences, and ratings expressed in the reviews solely represent the subjective viewpoints of the customers. 

OptiMantra bears no responsibility for reviews solicited from customers nor for the impact of reviews on your practice's reputation or business operations. Should you receive any less favorable reviews, we recommend addressing and managing negative reviews promptly and professionally to minimize any impact on your business operations. By using our review collection service, you confirm your understanding and acceptance of these terms. 

Using Group Texting

To use group texting, go to the menu bar > Shortcuts > Administrative > Send group texts.

 

 

Just like with group emails, you can choose to send a group text to 

  • All patients
  • Filter patients by Tags
  • Pick one or more individual patients to text

You can then select the template you want to send - these pull from your text templates under Settings >  Communications > Text (SMS) Templates

Or draft a new message!

 

Reference the keywords at the bottom of the Group Texting page to configure your template to your audience

 

 

A couple notes

  • Sending a group text to a very long list of patients - your computer may time out! The text will still send so just close the message and continue - we do not recommend resending the text message.
  • Note that group texting will show up under Shortcuts > Logs > Reminder Text Logs> but will not show up in a patients' individual texting history
  • Please note you cannot send a graphic via group text.
  • A text segment is 160 characters - the $100 for group-texting add-on includes up to 2000 text segments and 3 cents per additional text segment.

Group Texting Best Practices

Group texting is a powerful tool for engaging with your patients quickly and effectively. However, it's important to use this tool wisely to maintain patient satisfaction and stay within your monthly texting limits. Patients can opt out of texting by replying "STOP," so overuse can impact your ability to communicate with them.

  1. Keep Messages Short and Clear
    • Aim for fewer than 160 characters to avoid multi-part messages and improve deliverability.

    • Avoid using links, as they can flag your texts as spam. 

      • If necessary, shorten links using tools like bit.ly which will take a long link and collapse it for easier messaging.

    • Text messages that are longer than 10 segments are often blocked by text carriers.

  2. Target Patients with Tags
    • Use patient tags or cohorts to send relevant messages. 

      • For example, send Botox specials only to patients tagged for Botox services.

      • Check out our Patient Tags article for more on how to leverage Tags

  3. Use Group Emails for Non-Urgent or Detailed Campaigns

    • Emails allow for longer, visually appealing content and are ideal for promotions or announcements that aren’t time-sensitive - if you need to follow up on a group text, use an email to expand your reach and impact

  4. Leverage Workflows for Targeted Messaging
    • Utilize workflows such as the Opti cancellation workflow or portal out-of-office notices to send targeted, automated communications.
  5. Monitor Your Texting Usage
    • Check your texting usage under Settings > Business > OM Subscription > View Usage to stay within your monthly limits.

 

Sample Short and Sweet Texts to Inspire Your Campaigns

Promotional Messages:

  • "Get ready for the New Year with radiant skin! Book your Botox appt this week and enjoy 10% off."

  • "Boost your immunity this winter! Specials on IV drips available through January. Reply to book!"

Office Announcements:

  • "We’re moving! Visit us at our new location starting [Date]. Call us for more details."

Health Tips:

  • "Struggling with seasonal allergies? Ask about our new treatments during your next visit! Call to learn more."
  • "Feeling stressed? Don’t forget to prioritize self-care. Book a relaxation therapy session today!"


 

 

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