Denticon - How Patients Can Resubscribe to Text Messages After Opting Out

Quick Answer

To opt a patient back in to Denticon text messages, the patient must text START to your office texting number — office staff cannot do this on their behalf. Call the patient to give them the number, then confirm their Text Message subscription is checked on their patient record.

Applies To

Product: Denticon (Patient Communications / Texting)

Plan: All plans

Role: Front Desk, Office Manager, Admin

Before You Begin

• The patient opted out by replying STOP (or CANCEL) to a text from your office. For how opt-outs work, see How Denticon Text Opt-Outs and Opt-Ins Work.
• Contact the patient by phone before attempting any steps. Texts sent to an opted-out patient will fail until they opt back in.

Steps

Part 1: Patient Texts START

Use Option A if the patient still has an earlier text from your office. Use Option B if they do not.

Option A: The patient has an earlier text message from the office

1. Ask the patient to open the earlier text thread with your office on their phone.
2. Ask the patient to reply START in that thread.
   → The patient is re-enrolled in text messages.

Option B: The patient does not have an earlier text message from the office

1. Find your office texting number: [VERIFY PATH BEFORE PUBLISHING. Two paths appear in the old articles: "Settings tab > Phone Numbers > Two Way Texting Number" and "Setup > Offices > Office Setup > Integration". Keep the correct one and delete the other.]
   → The title above the number may vary based on your custom Phone Number settings.
2. Give the number to the patient by phone.
3. Ask the patient to text START to that number.
   → The patient is re-enrolled in text messages.

Part 2: Confirm the Patient's Subscription Settings

1. Go to the Patients tab and search for the patient. You may need to type the full name.
2. Click the patient.
3. Above the patient details, click Subscription.
   → The practice's Legwork microsite opens and lists the patient's subscriptions: Phone, Text Message, E-mail, and Postal.
4. Check Text Message to subscribe. Uncheck a box to unsubscribe.
5. Click Save Subscription Settings at the bottom.
   → The subscription settings are saved.

Expected Result

When complete, the patient has texted START, their Text Message subscription is checked in Denticon, and text messages from your office send without a Failed or Permanent Failure error. If you still see failure errors, see Troubleshooting below.

Troubleshooting

Problem: The patient texted START but is still not receiving messages

Cause: The patient's mobile carrier may be blocking your office texting number.

Fix: Ask the patient to contact their mobile carrier and have the office texting number removed from any block list.

Problem: The patient texted START but is not re-enrolled

Cause: START may have been sent to the wrong number.

Fix: Get a screenshot of the sent text that shows the number it was sent to. Submit a support ticket with the screenshot. Denticon Support will confirm the correct number was used and investigate.

Problem: The 'No Auto SMS messages' checkbox is still grayed out

Cause: The patient has not yet texted START.

Fix: Ask the patient to text START. See Denticon Texting: Failed or Permanent Failure Error.

Need More Help?

If these steps did not resolve your issue, contact Planet DDS Support and include the following:

• Screenshot of the patient's text to your office, showing the number it was sent to
• Your account name or Practice Group ID (PGID)
• The exact error message text, if any
• What you were doing when the issue occurred

Related: Denticon Patient Communication: Accepted SMS Responses

Version 1.2 2024.17.09