Note: Many businesses switched to texting during COVID-19. The mobile carriers like AT&T, Verizon, Sprint, etc. have cracked down on how, when and what texts are sent. This is why simultaneous mass texting to all patients outside of Auto Reminders and the Schedule app is not a Weave feature.
Texting is critical for our customers and we want to ensure that your text messages continue to be delivered successfully. Here are some critical notes to review to ensure office’s success while staying compliant with the carriers.
Language on outgoing Weave text messages
Weave outgoing text messages state: Reply STOP to unsubscribe
Your customers can now unsubscribe from and resubscribe to text messages from your business using the following replies to Weave outgoing text messages.
Note: Responding with Cancel is a common reply for customers wanting to cancel an appointment. Make sure your customers know that by replying cancel this will unsubscribe them from your text messages.
Currently, if one of your customers/patients unsubscribes from a text, it will unsubscribe them from all texts from your office. The cancellation should be right away, and stop any additional messages included queued automated messages for later that same day.
Note: We highly encourage you to temporarily turn off your birthday reminders.
Birthday reminders are not as critical as appointment reminders and carry a higher likelihood to be unsubscribed from.
For a customer to resubscribe to texting they should follow the steps below:
A customer must start a NEW text message to your office’s texting number (or reply to an existing message from your office)
Type one of the following responses (in ALL CAPS Letters):
Can I see who has unsubscribed from my text messages?
Yes! You will see a small X over the message icon in the Schedule page and patient profile if a customer is unsubscribed in a text conversation. You will also see a banner in their message thread and see a notification when a message fails to send because someone has unsubscribed.
What does this mean for my business?
Texting continues to be a powerful tool for businesses everywhere. Texting is here to stay, but all texting providers (like Weave) have to adapt to the mobile carriers like AT&T, Verizon, Sprint, etc.
Continue sending texts as normal and start to educate your customer base on what texts your business sends out (Appointment reminders, Text to Pay requests, etc.) and how to stay subscribed to messages.
How can I manage unsubscribes?
Some of your customers/patients may not know that they are unsubscribed from your text messages. Or they may have only meant to unsubscribe from certain messages like Birthday Reminders.
Right now, if you see that a customer/patient is unsubscribed, you can call them to remind them of their appointment or to collect payment.
Let your front office staff know to always ask when on the phone with a customer or as they’re leaving an appointment, “I see you’re currently unsubscribed from texts, did you want to resubscribe to receive texts like Appointment Reminders and Text to Pay requests?”
Your customers/patients can resubscribe by replying “Start”, “Yes”, “Unstop” to any of your text messages.
What features and resources are available?
- This WeaveHelp page will be your one-stop-shop for all things Texting Compliance and we will update this page regularly
Current CTIA guidelines for messaging principles and best practices
Schedule a 1:1 with a Weave expert to walk you through what this means for your business and how to use the new features
Why aren't my URLs working?
Some phone providers break templates over 160 characters into multiple messages. This can cause hyperlinks to break, so you can try shortening the template or sending the hyperlink in a following message to your clients.
Also, if a URL is not generated by Weave, it may cause the message to be blocked.