Mobile Messaging Opt-Out & Security
Mobile Messaging Opt-Out Considerations
Just as all emails sent from Practice Axis are only sent to individuals who have willingly provided their email address to your practice, mobile messages via Practice Axis are only sent to those who have provided their phone number to your practice.
However, if you choose to add mobile messaging to your CRM, you will want to ensure that every individual is informed that they may receive mobile messages from your practice and has the ability to opt out of mobile messaging. Here’s how this communication is set up in Practice Axis when you add mobile messaging to your account:
- Our team adds the following phrase at the bottom of every appointment request form on your website:
- To submit this form, please first ensure that all required* fields are complete. By submitting this form, I understand that I may receive text communication to the phone number provided. I can opt-out of this communication at any time by responding STOP.
- You can request edits of any kind to this phrase by emailing support@practiceaxis.com with any updated language you’d like to add.
- Our team has added the following phrase to the bottom of every CCC Phone Form with a mandatory checkbox:
- This caller was informed they will receive text communication to the phone number provided and can opt-out of this communication at any time by responding STOP.
- We recommend enabling the mobile messaging automation that will send a message to every new journey and inquiry that is created in your CRM. This automation template is already added to your account and you are free to update its language. This automation is not specific to any form and, once enabled, will send the following message to the contact on the journey or inquiry, even if the journey or inquiry is manually created.
- Hi {{object.partner_id.firstname}}, Welcome to PRACTICE NAME! To communicate with our intake coordinators about scheduling an appointment, feel free to text this number, send an email to EMAIL ADDRESS, or call PHONE NUMBER. **Text STOP to unsubscribe from these messages at any time**
- For instructions on enabling the automation above see:
Regulations on mobile messaging can vary state by state and by license and if you have any concerns about how to communicate to your clients & prospective clients you may want to consult an expert in your area on how you structure your communication.
Mobile Messaging Security
Practice Axis is HIPAA-Compliant and we take security and protection of ePHI seriously.
Mobile messages sent are exclusively sent via the Practice Axis platform and do not integrate with any phone at your practice nor the mobile device of anyone on your team. This means your team members who are users of Practice Axis have to login to the CRM to send and receive messages with clients.
Practice Axis integrates with Twilio to provide mobile messaging to our customers. The databases that store the customer data are encrypted using the Advanced Encryption Standard and data is encrypted when in transit using Transport Layer Security (TLS). The TLS protocol is designed to enable reliable, authenticated, and secure communication between two or more computer applications. Message redaction is enabled in the databases that store customer data.
Senders will be able to reply to a text from Practice Axis with a photo of their insurance card and additional security measures are enabled for sending multimedia messages.
The mobile messages are stored securely via our HIPAA-compliant platform along with all email communications, forms, and surveys.
Mobile Messaging for CRM Pathways vs Marketing
Mobile Messaging via Practice Axis is not configured to be used for mobile marketing campaigns, wherein one message is sent to many contacts at once.
Mobile messaging to your CRM workflows adds an additional channel for communication between your intake team and the prospects/clients who are in your Intake, Waitlist, and Current Clients Pathways. This communication, much like your automated emails, is bespoke to each individual and their location within each pathway. Topics of communication include messages regarding paperwork reminders, appointment confirmations, and follow up/check ins.
Related Articles
Mobile Messaging Set Up Guide
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You'll be able to view incoming mobile messages in a few different ways! VIDEO OVERVIEW: OPTION 1: Within an individual journey in the activity section or within their own Mobile Messages tab OPTION 2: Via notification in the top right-hand corner ...