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When a patient replies STOP

What BloomText does when a patient replies STOP, how to mark a patient opted out when they ask you by phone or in person, and where to see every opt-out.

Who can do this: Everyone · Web and desktop

When a patient or parent replies STOP to one of your practice's numbers, BloomText stops texting them. When a patient asks you by phone, in person or in writing to stop texting them, you mark them opted out yourself. Either way, the opt-out shows on the patient's record and in one list for your organization.

Before you start

  • Anyone who can see the patient can mark them opted out.
  • Only organization admins see the Block List tab, on a team that has a phone number. Only an admin can resubscribe a patient you marked opted out.

When a patient replies STOP

If a patient replied STOP, you don't need to do anything.

BloomText:

  • Stops sending texts to that number from any of your organization's numbers.
  • Shows a banner in the patient's chat, for example "Texts to Olivia Brooks aren't being delivered: opted out."
  • Sets Texting on the patient's record to Not deliverable, with Opted out and when they replied STOP.
  • Skips them in broadcast campaigns. See Opt-outs and numbers BloomText won't text.

To get texts again, the patient texts START to the same number.

Mark a patient opted out

  1. Click Directory in the left bar.
  2. Click Patients to see every patient in one table. The Texting column shows whether you can text each one.
  3. Click the patient's row, for example Noah Williams. Their details open beside the table.
  4. Under Texting, the patient shows Deliverable. Click Mark opted out.
  5. In Reason, type why, for example "Asked by phone to stop all texts". The reason is required and stays on the patient's record.
  6. Click Mark opted out. BloomText now blocks texts to the patient.
  7. Texting now says Not deliverable. Below it you see Opted out, Marked by your name and the date, and your reason.

If another patient shares the same phone number, the window tells you. The opt-out stops texts to them too.

See every opt-out in one place

  1. In Directory, click Teams.
  2. Click the team that owns your texting number, for example Front Desk.
  3. Click the Block List tab. Blocked numbers apply to all of your organization's lines.
  4. Find the patient. Each row shows the Phone Number, the Reason (such as Opted out, Blocked by carrier or Blocked by admin), the Linked Patient and when it was Added.

Good to know

  • Some patients ask in their own words, such as "please stop texting me". Mark them opted out yourself, so nobody on your team texts them by mistake.
  • To text a patient you marked opted out again, an admin opens the patient and clicks Resubscribe, after the patient agrees. The patient can also text START.
  • Only the patient can undo a STOP they texted, by texting START.
  • To take a patient out of a campaign before it sends, tick their row, click View options, choose Remove from campaign, then Confirm and remove. See Send, edit and track a broadcast.
  • For anything about consent rules for your practice, check with your compliance lead.

Referenced by

Check delivery and fix failed messages

See whether your message is still sending, sent or seen, and resend one that could not be sent.

When texts to a patient aren't delivered

A banner in the chat says why texts aren't reaching a patient. For a carrier block or a STOP, only the patient can fix it, by texting START.

On this page

Before you startWhen a patient replies STOPMark a patient opted outSee every opt-out in one placeGood to knowRelated