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Legwork - View Text Message Opt-Outs and Re-Enable Messaging

Planet DDS Customer Support
Updated

Quick Answer

In Legwork, you can view patients who have opted out of text messaging via Insights > Message Performance > Text > Opt Out. Patients can re-enable text messaging by texting "START" or "UNSTOP" to your practice's designated phone number.

Applies To

Product: Legwork
Plan: All plans
Role: All users

Steps

Viewing Patients Who Have Opted Out of Text Messaging

To view a list of patients who have opted out of text messaging via their mobile devices, follow these steps:

  1. In the left-hand side menu, click Insights.
    → You will see: The Insights section expands to show sub-menu items including Marketing Insights and Message Performance.
  2. Under Insights, select Message Performance.
    → You will see: The Message Performance page opens, displaying performance data tabs.
  3. Click the Text tab to filter performance data specifically for text messages.
    → You will see: The view updates to show text message performance data, with options including Performance, Unsuccessful Deliveries, Opt Out, and Invalid Phone Number in the left sub-menu.
  4. Select Opt Out from the left sub-menu to see a list of patients who have opted out.
    → You will see: The Opt Out table appears, showing columns for Date, Name, Phone Number, and Email.

  5. Use the date range filters at the top to specify the period for which you want to view opt-out data. Available options are:

    • Past 7 Days
    • Past 30 Days
    • Start Date (custom)
    • End Date (custom)

    → You will see: The Opt Out table refreshes to show patients who opted out within your selected date range.

Re-Enabling Text Messaging for Patients

If a patient would like to opt back in to text messaging, they can do so by following these steps:

  1. The patient should send a text message with the word "START" or "UNSTOP" from their mobile device to your practice's designated phone number used for sending messages.
  2. Alternatively, they can contact your office directly and request assistance in re-enabling text messaging services.

Expected Result

When a patient successfully opts back in, they will resume receiving text messages from your practice. The patient will no longer appear in the Opt Out list for the date range covering the period after their opt-in. If the patient still does not receive messages after texting "START" or "UNSTOP," ask them to contact your office directly to resolve the issue.

Need More Help?

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

  • Screenshot or screen recording of the issue
  • Your account name or Practice Group ID (PGID)
  • The exact error message text, if any
  • What you were doing when the issue occurred

Version 1.0

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