Administrative features

Overview

BloomText gives administrators the tools to control, manage, and secure their organization's activity. This article covers the core admin surfaces: roles, member management, approval flows, organization settings, record exports, and subscription management.

Admins manage members and organization details on the web app, the desktop app, and the mobile app. Billing, team settings, and phone numbers are managed on the web app or desktop app.

Prerequisites

• The administrator role on the organization you're managing. Users without this role will not see the admin screens.
• The web app, the desktop app, or the mobile app. Use web or desktop for team settings. Owners and IT use web or desktop for the Plan tab.

Roles and permissions

Each person has one role in each organization:

• Admin. Add and remove members. Change member roles and titles. Create, rename and delete teams, add or remove team members, and set each team's hours, auto-replies and call forwarding. Change organization settings, including whether users can see patient phone numbers and, for a verified clinic, the branding patients see. Register the practice's texting with carriers (Texting registration). Manage billing and subscriptions. Communicate with the BloomText support team on behalf of the organization. Export the member list and each team number's SMS logs.
• User. Initiate conversations with existing BloomText users, and with patients from a team they're on. Send invitations to new members — but each invitation must be approved by an admin before the new member gets access.
• Patient. A patient your organization has texted, who signed in to the BloomText app with a code. Patients see only their own secure conversations, reply in them, and send photos and files. They can't start a conversation, see your directory, or see other patients. In the app they can set a photo and add an email, but not change the name from your records, and your team doesn't see their photo. Patients aren't members: they never appear in your member list or team pickers, and they don't count toward your plan's seats.

A single account can be an admin in one organization and a user in another.

Your practice's account has two more roles that cover every organization on it:

• Owner. Everything IT can do, plus cancelling the plan and making other Owners.
• IT. Every organization's people and settings, adding organizations, the plan, and the account's API keys.

Owners and IT are members of every organization, on no team. They see each organization's patient list but no patient conversations until they join a team. See Run every location from the Account page.

You can start a conversation with a patient only from a team you're on.

Steps

1. Add a member

Admins have two ways to add a member:

• Invite someone new from the Directory. Go to the Directory, select + at the top of the Coworkers tab, enter the new member's name and email, and select Invite. They get an invitation email and join once they set a password.
• Add people who already use BloomText. Open Settings → Organizations → your org, go to the Members tab, and select Add members. Pick each person, then select Add.

On the mobile app, open Settings → Organizations → your org and use Add members in the menu at the top.

See Invite teammates and choose their role for the full steps and a demo.

2. Approve a user-initiated invite

Non-admin users can initiate invitations from the directory, but the invited member is blocked until an admin approves. When a request is waiting, admins see a count on the Settings gear and on the organization's row in Settings → Organizations. Open your org's Members tab, which opens showing pending members, and select Approve or Reject on their row. On the mobile app, tap the more button on the person's row on the Members tab and choose Approve or Reject.

See Approve join requests and find members.

3. Remove a member

From Settings → Organizations → your org → Members, find the member and select Remove, then confirm. Removal takes effect immediately across all of that member's devices — they lose access to messages, files, and the directory at once. On the mobile app, tap the more button on the member's row and choose Remove.

4. Change a member's role

When you invite someone from the Directory, you choose whether they start as an administrator. Everyone added with Add members or approved from a join request starts as a user. To promote or demote someone later:

1. Open Settings → Organizations → your org → Members.
2. Select Manage on the member's row. On mobile, tap the more button on their row and choose Manage.
3. Turn Administrator on or off, and select Save.

See Change a member's role or title, or remove them.

5. Manage teams

Only admins can create a team, rename it, delete it, or add and remove its members. Users see a team's details but not these controls. You can add only people who are already members of the organization, and you can't delete the organization's default team.

6. Hide patient phone numbers from users

An Owner or IT person turns on Don't allow users to see patient phone numbers to keep patient numbers away from users who aren't admins. With it on, users:

• see patient numbers masked, such as •••-•••-0142, in the directory, on patient pages, in conversation titles and headers, in search results, in chat exports and in email notifications;
• can't find a patient by searching for their number.

Users can still create a patient by typing a new number. If the number already belongs to a patient in your organization, BloomText opens that patient instead of creating a duplicate. Admins always see full numbers.

7. Change organization settings

Admins edit the organization's name, address, phone, and contact email on the Details tab. The same tab holds Require SMS verification at login, which applies to every member of the organization. Both work on web, desktop, and mobile. See Edit your organization details.

Once an Owner or IT person sets up account settings, SMS verification, the quick-login PIN and patient privacy apply to every organization on the account, from Settings → Account → Settings.

Each team with a phone number also has its own business hours, auto-replies, and call forwarding, on the team's page. Only admins can change them. See Set business hours and auto-replies and Forward calls to your business number.

Each of those teams also has a block list, which only admins see and change. See Block a phone number.

8. Export records

BloomText has three exports you can use when you need records, for example for a records request or an internal review:

• One conversation. Anyone in a chat can select Export this chat in the chat's ... menu, choose a date range, and choose whether to include shared files. The export downloads as a PDF transcript, or as a ZIP file with the transcript and the files.
• The member list (admins). On Settings → Organizations → your org → Members, select the download button next to Add members. You get a CSV of every member with their role, title, email, when they were invited, approved and removed, and when they last logged in.
• A team number's SMS logs (admins). Open the team in the Directory and select Export SMS logs. Choose a date range in the last 180 days. You get a CSV of each text: when it was sent, the from and to numbers, the contact's name, and its delivery status. It doesn't include the message text; export the conversation for that.

Owners and IT also have a Reports tab on the Account page. It lists every text the account's organizations sent to patients, with its delivery status, why it failed and what to do, and exports as a CSV. See Message reports.

To see who opened a patient's chats, exported records or changed settings, Owners and IT use the audit log.

For help gathering records, contact the BloomText support team.

9. Manage your subscription

Owners and IT manage the account's plan on the Plan tab under Settings → Account:

• Upgrade or downgrade on the Plan tab, or by contacting the BloomText support team.
• Update payment method: see Update payment method.

Only Owners and IT see the Plan tab, and it's on the web and desktop apps.

10. Manage API keys

Owners and IT create, extend and revoke the keys your own systems use to reach BloomText. Organizations have no API keys tab of their own. See See which messages the API sent.

Edge cases / gotchas

• Keep a second admin. Before the last administrator leaves or steps down, promote another member to admin, so someone can still manage members and billing.
• Removed members lose data access instantly. Once removed, the former member no longer has access to past messages or files. Rejoining later does not restore the old view of history.
• Billing and team settings live on web and desktop. On the mobile app, admins manage members and organization details. For the Plan tab, phone numbers, and team settings, use web or desktop.
• User-initiated invites are blocked pending approval. If a coworker reports "I was invited but can't sign in," check the pending members on the Members tab.
• Pick the export that fits. Membership history (invites, approvals, removals, last login) is in the member list export. Delivery records are in the SMS log export. Message text is in each conversation's export.
• Organization settings apply to everyone. Require SMS verification at login covers every member of the organization. Team settings, such as auto-replies, are set per team.

Step-by-step guides

• Run every location from the Account page
• Invite teammates and choose their role
• Approve join requests and find members
• Change a member's role or title, or remove them
• Create, edit and delete teams
• Add a phone number
• Set business hours and auto-replies
• Auto-replies in secure chats
• Answer keywords and track requests
• Forward calls to your business number
• Edit your organization details
• Ask for consent before texting
• Turn a paper form into a form families sign
• Hide patient phone numbers
• Set up single sign-on for your account
• Okta setup guide for IT
• See which messages the API sent
• Message reports
• Guide: A new hire's first day
• Guide: Set up a new clinic location
• Guide: Cover texts when you're closed
• Guide: Offboard a departing employee

Related flows

• Getting started with BloomText
• Update payment method
• Security overview