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Send & Receive Text Messages (Texting)
Read moreEasily send and receive messages from your patients and customers with Weave's two-way texting in the Messages App.
To learn more about managing your messages inbox, click here.
Sending a Message
- Select the
Messages
- Click on blue plus icon at the bottom right corner
- Type in the name or phone number of the person that you want to send the message to
- Write your message. From here you can use the following in your message:
- Click the Send button to send your message to the selected recipient
Tip: You cannot create group or mass texts. You can text multiple people by adding them to lists. You can also bulk message all the patients or customers scheduled for the day by going to
Schedule and clicking the
Message icon above the list of patients.
Receiving a Message
All received messages will go to the Actionable tab in your Message Inbox.
If you are logged into Weave, you will receive a notification either in the top right or bottom right corner of the screen where you can:
- Ignore the message notification
- Reply to the message directly from the notification
- Add Tag to add a message tag to this message
- Select the
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Manage Your Messages Inbox
Read moreManage your Messages Inbox with your Actionable tab, Message Tags, bulk actions, and more.
Video overview
Actionable Messages
Your Messages App will be organized by an Actionable or All tab.
The following messages can be found in the Actionable tab:
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Drafts will appear at the top of list in italics
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A blue dot
indicates a new unread message
- A yellow dot
indicates a message has been opened by your office, but has not yet been responded to
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A red dot
indicates a message that was undeliverable
Messages can be removed from and returned to the Actionable tab.
To remove a thread from the Actionable tab, click on the check mark next to the message thread. This will move the thread to the All tab.Messages in the All tab can be returned to the Actionable tab by marking a message as unread or tagging a message.
Tagging Messages
Tagging allows you to assign a message thread to a department or team member.
Create a Message Tag
- Select the
Ellipses icon in the upper right hand corner of your Messages app
- Select
Message Settings
- Select Tags
- Click Add New Tag
- Type in a Tag Name
- Assign desired team member(s) to that tag
- Click Save
Hover over an existing Tag to
Edit or
Delete
Tag a Message
Once tags are created, you can apply a tag to your message threads:
To add a tag,
- Click on the blue
ellipses icon next to the message thread
- Click Tag Message
- Select the tag you want to apply
To change a tag,
- Click on the blue
ellipses icon next to the message thread
- Click Tag Message
- Select a different tag
To remove a tag,
- Click on the blue
ellipses icon next to the message thread
- Click Tag Message
- Select Unlabeled
If you have multiple departments in your office's phone configuration, you’ll see the department along with any tags underneath the customer name or number in Messages.
Filter Your Messages Inbox
Once tags are created and applied, you can filter your messages with your tag(s).
To filter your inbox,
- Click on the
Filter icon in your Messages app
Select the tags you would like to include in the filter
- Click Apply
If you have multiple departments in your phone configuration, you’ll be able to filter messages by your main line and department by using the
dropdown at the top of the messages page and in individual customer messages.
When filtering by one department in a specific chat, you can see the individual message thread. If you choose to respond, it will be from the correct number of the department chat you have open.
If you filter by all departments in a chat with a customer, you see recent messages sent and received separated by the name of the department. You cannot respond from here.
Bulk Actions
Your Messages inbox includes the ability to Tag, Mark as Read, Mark as Unread, or Archive multiple messages.
- Click on the
Ellipses icon in the upper right corner of your Messages app
- Select the
Actions
- Select the messages you want to apply the bulk actions
- Select to Tag,
Mark Unread,
Read, or to
Archive the messages
Note: Archived messages threads are removed from your messages inbox, but are not deleted. If the customer texts you, or you text that same phone number again, your thread will re-appear.
Delete a Message
Get rid of individual messages in shared or personal threads in the desktop app.
- Open the conversation you would like to delete a message from
- Hover over the message
- Click the
Delete icon that appears next to the message
- Select Delete
Note: The deleted message will be replaced with a notification of the day it was deleted and your name. Anyone on the account can see this on shared messages.
Show or Remove Automated Messages
Weave Plus/Integrated offices can now choose to show or remove automated messages from the All tab.
Note: This feature is dependent on your practice management software.
- Select the
ellipses icon in the upper right corner of your Messages app
- Select
Message Settings
- Toggle on Mark as Read
if you want to remove confirmed patient responses from the Actionable Tab.
Tip: You can also right click on a message to mark a message unread, archive or tag a message
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Sending Picture Messages
Read moreSpruce up your communications by sending and receiving texts and images including .gifs and .jpegs through your Weave Messages App.
Sending Picture Messages
1. Select
Messages from your home page
2. Click on the + to compose a new message or use the search bar to resume a previous conversation.
Note: Search by customer first or last name.
3. Compose your message, insert an
Emoji, or click on the
Picture icon to add a photo (.gif or jpeg)
4. If you are sending an image, you will first have to receive consent from the recipient.
Note: Weave will prompt you to send a consent request.
5. Once you receive consent from your customer, you can now drop and drag, or select an image from your saved files.
6. If a photo has sensitive information, such as a credit card, or insurance information the photo can be downloaded or deleted by right clicking on an image.
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Edit Message Templates
Read moreMessage Templates allow you to send messages even faster with a precomposed message. Follow these instructions to rename or edit your message templates or create as many new templates as you would like.
- Select the
Template Icon found at the bottom of any customer message
- Select from a precomposed message template by using the search bar and click Edit or Select Add New at the bottom of the screen
- Type a name for the template at the top of the screen
- Compose your message by clicking in the text box, and add any applicable variables by dragging them into the message
- Preview your message to make sure it looks correct
- Click Save
You can not currently add images to message templates.
Note: Some phone providers and cell 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.
Looking for more? Learn the foundations of Message Templates in the Weave Academy Message Course for Weave Plus or Weave Core depending on your product bundle.
- Select the
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Send Wellness Forms
Read moreProtect yourself and your staff by screening patients with a wellness form prior to bringing them into the office.
Preview the Wellness Form
- Log into your Weave Portal
- Select Customers from the left side menu
- Click on Wellness Forms
- Click on the preview icon
to preview the Wellness Form
Note: Wellness Forms cannot be edited or changed.
Sending Wellness Forms
Wellness Forms can be sent a number of ways:
Copy Wellness Forms Link for Text or Email- Log into your Weave Portal
- Select the Customer Menu
- Click on Wellness Forms
- Click on the copy icon
to copy the URL
- Paste the link into a text message or email to your customer
Wellness Forms Message Template- Go to an existing message thread in your Messages app
- Click on the template icon
- Select Wellness Forms
- Adjust the message as necessary
- Click Send
Tip: Trying to limit the number of customers in your waiting area? Try the Curbside Waiting Room template! Click here to learn about editing your message templates.
Wellness Forms Schedule Messaging TemplateThe availability of this feature is dependent on your practice management software
- Click on the message icon
in your Schedule App to start a new schedule message
- Select Wellness Forms
- Adjust the message as necessary
- Click Send
Tip: Trying to limit the number of customers in your waiting area? Try the Curbside Waiting Room template! Click here to learn about editing your message templates.
Add Link to Appointment RemindersThe availability of this feature is dependent on your practice management software
You can also add the wellness form variable directly to your Automated Appointment Reminders.
When editing your reminder message, click the Wellness Form icon to add it to the template, preview the message, and select Next to save.
Viewing Wellness Form Responses
Results will be posted in your Weave Portal after the form has been completed. Here you can filter by Name, Email, Phone, or Symptomatic results.
1. Click Customers from the menu on the left side
2. Select Wellness Forms from the dropdown
3. Launch a walkthrough,
view training content,
copy the form URL to send, or
preview the wellness form
4. Filter by name, email, phone, or symptomatic results
5. Download individual forms by click the
Download icon
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Use Text Connect
Read moreWeave Text Connect feature is a widget that can be installed on your website that allows customers to connect with you and start a text conversation.
This feature is an add on feature. Check with your admin to verify it is a part of your package.
How text connect works
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Your customer can engage with our widget installed on your website by clicking on the
bubble in the bottom right corner
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From here they can choose to schedule an appointment or start a text conversation
- They enter their information through the widget
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The customer automatically receives an automated text response from your office letting them know you will get back to them as soon as you can
- Your office receives the incoming message just like a regular text message
- You will receive a pop-up notification and a notification on through
Messages
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The messages will appear at the top of your messages feed
- The sender’s name will be attached to the end of their text so that you can respond to your prospect by name
Tip: Make sure you are using Google Chrome. If experiencing issues, try clearing your cache and cookies.
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Auto Reminders
Read moreCreate automated texts and emails for appointment reminders, recall reminders, eyewear ready reminders, and birthday messages.
The availability of this feature is dependent on your practice management software.
Check out the video below for to start learning about Weave’s Auto Reminders.
Getting Started
Before setting up and customizing your Auto Reminders, you will need to set your Data Sync Settings.
Gain confidence in Auto Reminder foundations by completing the Weave Academy course before you dive in.
Reminder Types
Once your Data Sync Settings are set up, you can customize and enable your Auto Reminders.
For more information about the various types of Auto-Reminders, visit the following articles:
- Birthday Wishes
- Appointment Reminders
- Recall Reminders
- Eyewear Ready Reminders
- Save the Date
- Pet Appointment & Vaccination Reminders
Note: The availability of some of these Auto Reminders depends on your Practice Management Software.
You can also create family and Spanish templates to meet your customers' needs.
Honor Your Customers’ Communication Preferences
If your management system integrates with Weave, you can choose to have Weave check the database to see if a customer has opted out of messages before an auto reminder is sent.
- Log in to the Weave portal
- Select
Messages from the left menu
- Click Reminder Settings from the dropdown
- Click the
toggle next to Honor Communication Preferences to turn the setting on
Frequently Asked QuestionsCan a hyperlink be added to automated reminders?
Yes. Remember, some phone providers and cell 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.
Can we send out appointment reminders to more than one phone number for a customer?
Since we can only have one mobile number listed for each patient, that is the only number an appointment reminder will be sent to.
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Set Customers' Language Preferences to Spanish
Read moreThe availability of this feature is dependent on your practice management software.
Communicate with your clients in their preferred language through patient or customer settings.
Setting Language Preference
In order to create Spanish Language Reminders, you must have at least one of your patients set with Spanish as their language preference in Weave. Follow these instructions to set the language preference to Spanish.
- Use the Search bar to find your Spanish speaking patient
- Select the patient name
- Select the cog icon in the upper right corner of the patient details screen
- Select the drop down arrow next to Language
- Set the preference to Spanish
Learn how to edit Spanish message templates for auto reminders.
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Data Sync Settings
Read moreData Sync and Status Mapping are essential tools to make sure your Practice Management Software and Weave are communicating properly for your Auto Reminders.
The availability of this feature is dependent on your practice management software
Follow these instructions to set up your Data Sync Settings.
Setting Up Data Sync Settings
- Click on the
Menu icon in the top right corner of your Desktop App
- Select
Settings
- Click on
Data Sync
This will pull up your [your software name] Connection settings in the Weave Portal. Here you can:
Appointment Status Mapping
Before you set up your Appointment Reminders, you will need to map your appointment statuses.
Map appointment statuses by selecting drop downs under [your software name] Status to match the Weave Status they most resemble (ex. Confirmed could be: Confirmed, Approved, Attending, etc). If they don't match, you can leave them blank or choose multiple statuses.
Set Up Confirmation Writebacks
Select how to confirm appointments by selecting from the drop down under [your software name] Status to match the Weave Status that most resembles Confirmed.
For most practice management softwares, Weave can change the status to confirmed in your practice management software. Weave uses smart machine learning to analyze patient responses and can recognize any affirmative response, including a thumbs up or ok emoji as a confirmation.
If a patient responds with something other than a confirmation, you will be notified with a Schedule App Alert on your Schedule App.
Tip: If you do not want Weave to confirm the appointments in your practice management software, select None from the dropdown. This means you will have to confirm the appointment manually.
Eyewear Status Mapping
If you are an optometry office, you can use Weave's Eyewear Reminders.
Select from the drop down under [your software name] Status to match the Weave Status that most resemble your eyewear statuses. You can add more than one status per Weave Status.
- Click on the
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Auto Reminders Troubleshooting
Read moreNeed help with your Auto Reminders? Follow these common troubleshooting steps and tips.
The availability of this feature is dependent on your practice management software
For instructions on getting started with setting up your auto reminders, click here.
Status of Automated Messages
Need to check the status of one or multiple automated message? Click here for instructions on using your Messages Queue to check the status of your messages.
Automated Reminders are not going out
If your Auto Reminders are not sending out, consider these troubleshooting tips:
- Was your server turned off?
- Was your server updated?
- Did you update your Practice Management Software?
If yes to any of the above, please chat or call our support team to let us know this information. For the quickest results, please be ready for us to do a remote session with you and have access to your server.
Email Auto Reminders not going out
If a client lets you know they are not receiving email reminders, check to make sure you have the correct mail in the patient/customer profile in your management software.
Check to see if the client has unsubscribed from email in the past, blocked the office address, or checked their spam folder for the emails. Have the client add your office email as a contact.
Once a month, you'll receive an email summary to see if emails failed to send. You can also check to see which email the reminders were sent from in that email or on the Auto Reminders page in your desktop app settings.
Appointment Reminders are showing the wrong time
Are your appointments showing an hour or two off?
If so, check the timezone on your workstation and server computers. Ensure that timezones on both the workstation and servers are set correctly, and then restart your Weave Desktop App.
Daylight Savings Time
Your server’s time settings affect when automated messages are sent, the times listed for your appointments, and more. To ensure correct timing for these crucial Weave features, update your time settings based on the type of server your office uses.
- If you have an in-office server:
Make sure that the time on your server is correctly updated to Daylight Saving Time, or that it has settings in place to automatically update once the time change takes place. - If you have a cloud-based or remote server:
Contact the business hosting your server to make sure that the timezone is set in such a way that it will update to Daylight Saving Time.
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Message Queue
Read moreThe Message Queue Dashboard in your Weave Portal allows you to further drill down and view the status of your Automated Messages. Follow these steps to view your Message Queue.
The availability of this feature is dependent on your practice management software.
Access the Message Queue
- Click on the
Schedule icon from your Desktop App
- Click on
Message Queue at the bottom right corner of your schedule to be taken to your Messages Queue Dashboard located in your Weave Portal
Here you can view the current data or from the previous week, including a Weekly Summary of those messages.
Message Statuses
- Delivered: Messages delivered to the patient/customer
- Sending: Actively working on sending the messages, messages will be delivered within minutes.
- Pending: Messages that are ready to send, but will send at a later time in the day.
- Appointment Moved: Messages that were set to be sent out, but were no longer sent due to an appointment date changing or being moved.
- Opted Out: Messages weren’t sent due to the patient being opted out of reminders in your management system or by responding STOP to a message.
- Missing Contact Info: Messages weren’t sent due to the patient missing the necessary contact information.
Filters
In your Message Queue dashboard, you can search and filter your results by the following:
- Method: Use the dropdown arrow to filter by all, sms, or email
- Status: Use the dropdown arrow to filter by all, delivered, appointment moved, opted out, missing contact info, pending, sending, or error
- Reminder Type: Use the dropdown arrow to filter by all, appointment, birthday, recall, order (eyewear ready/dispensed), save the date, schedule reactivation
- Planned Send Time: Enter a time to filter (10:00 AM)
- Actual Send Time: Enter a time to filter (11:00 AM)
- Click on the
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Set Up Appointment Reminders
Read moreCreate, customize, and filter automated texts and emails to remind your patients of upcoming appointments.
The availability of this feature is dependent on your practice management software.
Video overview
Setting Up Appointment Reminders
Note: Before setting up your Automated Appointment Reminders you should first complete your Data Sync Settings.
1. Select the
Menu icon in the upper right hand corner
2. Click on
Settings
3. Select
Auto Reminders
4. Click on Appointment Reminders
5. Hover over a reminder and select the
Edit icon to edit an existing reminder or click add reminder to start a reminder from scratch
6. Fill out reminder details
- Reminder name
- When the reminder will send
- Verify the Reminder Send Type
- Select the audience from the Send Reminder To
- Apply any advanced filters
- Attach any forms if needed
Note: Messages may take up to one hour to send
7. Click Next to advance through the screens
8. Edit your individual message by typing or dragging and dropping variables to the message including:
- First Name: Patient's first name
- Last Name: Patient's last name
- Preferred Name: Patient's preferred name
- Practice Name: Your office's name
- Practice Phone: Your office's phone number
- Date & Time: Date and time of the appointment
- Day: Just the day of the appointment
- Day of the Month: Day written out as ordinal number i.e. 17th, 3rd, 1st
- Month: Just the month of the appointment
- Time: Just the time of the appointment
- Time Early: Time 15 minutes before the appointment i.e. We'll need you to arrive at [appointment time] to fill out paperwork.
- Location: Office name (Good if you have multiple locations)
- Wellness Form
- Service Provider: Doctor or provider in your office
- Time + Timezone: Time of the appointment in the patient's timezone
- Pet Name: Name of the pet with a vet appointment
Tip: Make sure the message is correct in the preview at the bottom of the page before you continue.
9. Click Next
10. Edit your Family message
11. Click Next
12. Edit your Spanish individual and family messages
Note: You have to have at least one patient with Spanish as their language preference in Weave in order for Spanish templates to appear.
13. Click Save to finish
Note: In Message Settings, toggle on confirmation write-backs so that when a patient responds affirmatively, it will mark it as "confirmed" automatically in Weave and your PMS
If you have set the "DO NOT SEND BEFORE" setting to make sure messages are not sent too early in the morning and still have reminders set to be sent hours before an appointment, even the earliest appointments will still get a reminder. It will be sent after the time set for "DO NOT SEND BEFORE."
All patients will get a reminder the day of their appointment if you have same-day reminders set.
FAQ
Will a customer still get an Appointment Reminder if they cancel?
As long as an appointment is canceled more than 15 minutes before the Appointment Reminder time (before Weave syncs the patient and appointment information from your management system), Weave will not send the reminder.
What if a new appointment is created on the same day it occurs?
Because Appointment Reminders are queued up the night before they are supposed to send, an appointment created the same day it occurs will miss the nightly batch to be included in the schedule for the day, so any same-day reminders would not send.
Can I edit email templates for auto reminders?
At this time, you will have to contact support to edit email templates for any auto reminder.
What is the difference between an appointment reminder and a recall reminder?
An appointment reminder helps your patients remember an upcoming appointment with the office. A recall reminder helps you patents remember to schedule an appointment when they are overdue.
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Text Messaging Brand Registration FAQ
Read moreSeveral laws in the US and Canada regulate communications between businesses and their customers to help reduce robocalls and spam text messages to benefit both the sender and recipient of text messages.
Providing visibility into the source and content of messages allows the mobile network operators to provide more reliable and trustworthy messaging services.
As your provider for business text messaging services, Weave is your partner in understanding the requirements and ensuring that your messages are delivered to your customers with minimal disruption.
Contact us at legal@getweave.com with any further questions.
Why do I need to provide my business information to Weave?
The mobile network ecosystem has been working to find ways to support business texting services (also known as A2P messaging or non-consumer messaging), while still complying with applicable regulations. Mobile network operators (MNOs), such as Verizon, AT&T, and T-Mobile have begun implementing standards to register and validate businesses that send text messages. Providing visibility into the source and content of messages allows the MNOs to provide more reliable and trustworthy messaging services. Businesses that send A2P messages should register through their service providers, like Weave, to take advantage of increased messaging deliverability and throughput, and avoid potential fees or disruption to texting services.
- Build trust and confidence in your text messaging with your customers and patients. Your text messages will be trusted by the MNOs, and your customers will know that the texts are not spam.
- Send more messages. Brands that are registered and verified will have access to higher messaging throughput rates.
- Avoid disruption to your business. Messages sent by unregistered Brands could be flagged as spam and not delivered. Unregistered Brands could also be banned from texting, and Weave is concerned it could impact your ability to make voice calls in the future.
- Avoid higher fees for text messaging services. Unregistered Brands are charged higher fees for message delivery by the MNOs and other partners. Weave wants to avoid having to charge you additional fees, so we are hoping you will assist us in providing the information needed.
Where can I learn more about A2P messaging standards?
Please consult the following resources for more information:
- CTIA Messaging Principles and Best Practices
- TCPA via the Federal Communications Commission’s (FCC) FCC website
- CAN-SPAM from the Federal Trade Commission (FTC) website and the FTC’s compliance guidelines
- CASL from the Canadian government’s overview and frequently asked questions
- The Campaign Registry
How much does registration cost?
Fees are determined by the MNOs and their partners. At this point in time, Weave is not charging fees for registration. As additional fees are determined by the MNOs and their partners, we will notify you regarding any fees that will be added to your service charges, similar to other taxes and surcharges.
If you decide not to register, you may be subject to additional fees and penalties from the MNOs and their partners. These additional fees will be added to your service charges.
What information do I need to provide for Weave to register my brand?
Weave needs the following information:
- Your business’ EIN or Canadian Revenue Agency Business Number and Canadian Corporation Number
- Your legal business name
- Your legal business address
- A valid contact email address
- Other locations affiliated with or connected to your business
- The business vertical you operate in
Will I still be able to text through Weave if I don’t provide business information?
Customers that do not provide this information will continue to be able to text through the Weave service. However, those customers may be subject to additional fees and penalties from the MNOs and their partners. These fees will be added to your service charges. Weave wants to avoid having to charge you additional fees, so we are hoping you will assist us in providing the information needed. Additionally, customers that do not provide the information needed may experience disruptions to their text messaging, as MNOs may block or flag messages from unregistered businesses as spam.
Is there a deadline to provide registration information?
Weave is asking for this information as soon as possible so we can ensure there is no disruption to your texting services and also minimize any fees or penalties for your business.
Why aren’t other texting service providers requiring their customers to provide registration information?
Other business texting service providers may not be aware of the new requirements. They may choose not to register their customers and instead pass on higher fees and penalties to their customers. Or, they may be leaving it up to individual customers to navigate the new requirements on their own. Weave is your partner in understanding these requirements and ensuring that your messages are delivered to your customers with minimal disruption and fees. It’s important to note that if you change business texting service providers, you will likely be required to pay registration fees through the new provider.
Where can I find my EIN?
An Employer Identification Number (EIN) is also known as a Federal Tax Identification Number, and is used to identify a business entity. Generally, businesses need an EIN. If you have an EIN for your business, but have since misplaced it, try the following actions to locate the number:
- If you used your EIN to open a bank account, or apply for any type of state or local license, you should contact the bank or agency to secure your EIN.
- Find a previously filed tax return for your existing entity (if you have filed a return) for which you have your lost or misplaced EIN. Your previously filed return should be notated with your EIN.
- Ask the IRS to search for your EIN by calling the Business & Specialty Tax Line at 800-829-4933. You can find more information here.
What can I do when I see an EIN pop-up banner or error message?
If you don't complete the EIN process with Weave, you may see a banner that asks you to provide your information. If you have completed the process, try some of these steps:
- Double check that you filled out the paperwork correctly
- Wait 48 hours
- Reset the software
- Contact us at legal@getweave.com if the problem persists
Where can I find my CRA BN?
Customers in Canada need a Business Number (BN) to to interact with other federal, provincial and municipal governments in Canada. If you have a BN, but have misplaced it, you can try one of these methods:
- Search https://beta.canadasbusinessregistries.ca/search
- If you used your BN to open a bank account, or apply for any type of federal, provincial or local license or program (e.g., GST/HST, payroll deductions, corporate income tax), you should contact the bank or agency to secure your BN.
- Find a previously filed tax return for your existing entity (if you have filed a return) for which you have your lost or misplaced BN. Your previously filed return should be notated with your BN.
Where can I find my Canadian Corporation Number?
Canadian businesses register with Corporations Canada, the country’s federal corporate regulator. If you have misplaced your Canadian Corporation Number, you can search here: