When our patients text "cancel" in response to an appointment confirmation, the patient is unsubscribed from messaging instead of canceling the appointment. Why can't we change this?

Introduction:
Allowing the keyword "cancel" to unsubscribe from automated text messages is a requirement for all companies in order to comply with Telephone Consumer Protection Act (TCPA) regulations. This means keywords like "Stop, End, Cancel, and Unsubscribe" are all recognized opt-out commands under TCPA regulations. This is not something Planet DDS can change.

Process description:
As a workaround for confirmation or appointment reminder messages, the office can update their messaging template to say something along the lines of, “Reply with Reschedule to reschedule your appointment.” This approach has helped reduce instances where patients opt out of SMS messaging accidentally by typing "Cancel" to cancel their appointments.

Step-by-step instructions:

1. Go to Utilities>Launch>Automated Campaigns
2. Click the template used for appointment confirmations
3. Edit the verbiage of the message going out, ask patient to either text "N" or "No" to cancel the appointment and "R" or "Reschedule" to reschedule the appointment. 

Additional information:
Denticon Patient Communication: Accepted SMS Responses – Planet DDS