Clients will be able to send messages to your practice by sending a text message to the phone number provided to your practice by Twilio (not the practice’s business number).
When an incoming message is from a phone number that is associated with an existing client, the client’s name will be displayed.
Phone numbers will be displayed if they are not associated with an existing client or if the phone number is associated with more than one client. When there is more than one client associated with a phone number, hovering over the info icon will display which accounts share that phone number.
Clicking on the 3-dot menu next to the phone number in the chat thread panel will allow you to select associated accounts giving you easy access to select an account to edit.
In the message thread, inbound messages from the clients will display in gray and will include:
The date and time the message was received
The initials of the client (not present if more then one account is associated to a phone number)
Inbound messages from phone numbers that are not under any associated accounts will have the option to Find/Create Account.
