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.
Who can do this: Everyone · Web and desktop
Sometimes texts to a patient stop arriving. The patient may have replied STOP, or their mobile carrier may be refusing texts from your number. When that happens, a banner at the top of the chat says why, and what fixes it.
See why and what fixes it
- From the Inbox, open the chat with the patient, for example David Chen.
- A banner says texts to him aren't being delivered, and why, here blocked by carrier.
- It says what fixes it: the patient texts START to the number you text from, here (503) 555-0100.
- You can't lift a carrier block from BloomText. Call the patient and ask them to text START to that number.
Once they do, your texts reach them again.
What the banner can say
| Reason | What fixes it |
|---|---|
| Blocked by carrier | The patient texts START to your number. |
| Opted out (they replied STOP) | The patient texts START to your number. |
| Opted out (marked by a coworker) | An admin clicks Resubscribe, or the patient texts START. |
| Blocked by admin | An admin clicks Unblock. Texting START doesn't. |
| Can't receive texts (a landline or unreachable number) | An admin clicks Clear. |
Admins see those buttons on the banner. Everyone else sees who can fix it, for example "An admin can unblock this number."
Good to know
- In a secure chat, the banner is about the notification texts that tell the patient a secure message is waiting.
- The patient's page in the Directory lists the same reasons under Texting.
Related
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.
Send, open and download files and photos
Send a form or photo in a chat, then open, zoom into and download files that families and teammates send you.