Communication preferences and do not contact
Who can do this: Everyone on your team.
Use this when a patient asks you to stop contacting them, or to stop one kind of message.
Change a patient’s preferences
Section titled “Change a patient’s preferences”- Open the patient’s card and click the Prefs tab.
- Switch on the ones that apply. Each one saves as soon as you switch it.
| Switch | What it stops |
|---|---|
| Do not contact (blacklist) | Texts, emails, broadcasts, automations, offers and outbound AI calls. |
| Opt out of automation | Reminders, automations, broadcasts, offers and AI calls. Staff can still text them from Messages. |
| Opted out of SMS | Automated and broadcast texts. |
| Opted out of email | Marketing and review emails. |
| Opted out of reviews | Review requests. |
If a patient replied STOP to your office’s texts, Opted out of SMS is switched on and you can’t switch it off. It reads “Replied STOP to this office’s texts. Only the patient can turn texting back on, by texting START.” Phone carriers require the patient to opt back in themselves. A STOP applies to the office the patient texted, not to every office in your group. See Texting rules and patient opt-outs.
You can do the same from the Patients list: click ⋮ on the patient’s row, then Comm Preferences. There the items read Opt out of SMS, Opt out of Email, Opt out of Reviews, Opt out of Automation and Blacklist Patient, and switch back with Re-enable … or Remove from Blacklist.
What you’ll see afterwards
Section titled “What you’ll see afterwards”- A blacklisted patient has a red Blacklisted tag on their card and in the Patients list, and can’t be picked for a broadcast.
- A patient opted out of automation shows Automation off on their card.
- Blacklisting or opting out of automation also takes the patient out of any queued outbound AI calls. Switching it off again doesn’t put them back in the queue.