Overview
In our system, SMS billing is usually linked to the location from which the message is sent. However, some SMS types are not tied to any specific location, which is expected due to how SMS functions are triggered.
Patients are not limited to one location and can move between them freely. While appointments are created under a specific location, patient profiles and actions (like direct messaging) are not location-bound, allowing for flexible management across multiple locations.
SMS Types That Are Not Linked to a Specific Location
The following SMS types are not tied to any specific location and will not appear in the communication report if the filter is set to a specific location.
SMS Type | Description | Example Scenario |
Patient Profile SMS | SMS sent directly from a patient’s profile (not from within a specific location’s context). | Staff member opens a patient profile and sends an SMS directly. |
Two-Step Authentication (2SA) | Security messages sent to verify staff logins. | Staff receives a verification code when logging in from a new device. |
New Patient Account Creation | SMS sent for online verification when patients create new accounts. | A patient signs up through the online portal and receives a code. |
Marketing Campaigns (Simple Query) | Bulk SMS campaigns created via Simple Query rather than under a single location. | Marketing message sent to all eligible patients in the database. |
Mismatch Between Total SMS Usage and Location-Level Billing
SMS not linked to a specific location can cause confusion, as the outbound SMS totals will mismatch when adding SMS charges per location in the communication dashboard and report. To get the correct total, including non-specific locations, follow the steps below:
On the report screen, select Communication Details under Communication at the bottom left.
Under Select a location, choose ALL LOCATIONS.
- Under Message type, select All.
- You can also filter the message to Outbound.
- Filter the date range on the right-hand side, then click the Run Report button.
All SMS will appear, and you can also download them as an Excel file. SMS that are not linked to any locations will be included in the report.
If you have any other questions or concerns, please do not hesitate to click on the yellow HELP button and chat with our sales team. We're always happy to help!
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