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SMS Gateway Integration: Automated Patient Communication & Reminders

1. SMS Gateway Overview​

The SMS Gateway integration connects your Invent Medical platform to a professional messaging service, allowing you to send automated text messages directly from the system. It is designed to minimize no-shows, improve patient engagement, and facilitate efficient communication regarding appointments, lab results, and clinic announcements.

2. Benefits​

  • Reduced No-Shows: Automated appointment reminders sent 24–48 hours in advance significantly decrease missed visits.
  • Streamlined Workflow: Send bulk messages or individual updates without leaving the patient's record.
  • Instant Accessibility: Reach patients wherever they are with a medium that has a near 100% open rate.
  • Audit Trail: All outgoing and incoming text threads are archived within the patient's interaction history.

3. Installation / Activation​

  1. Access Marketplace: Log in as an administrator and navigate to Settings > Integrations > Add-ons.
  2. Authorize: Locate "SMS Gateway," select your preferred provider (e.g., Twilio, MessageBird), and click Activate.
  3. API Setup: Enter your provider’s API credentials and Sender ID (the name or number that will appear on the patient's phone).
  4. Validation: Perform a test message to a verified clinic number to confirm the connection is active.

4. Configuration​

  • Template Customization: Create and save reusable message templates for reminders, rescheduling, or clinical alerts.
  • Automation Triggers: Define at what intervals messages should be sent (e.g., 24 hours before an appointment).
  • Opt-Out Management: Configure automated keyword responses (e.g., "STOP" to unsubscribe) to ensure compliance with privacy regulations.
  • Role Permissions: Determine which staff members have authorization to send manual SMS from the patient dashboard.

5. Usage Guide​

  1. Automated Reminders: Once configured, the system automatically dispatches reminders based on the appointment calendar.
  2. Manual Messaging: Navigate to a patient’s profile, click the "Send SMS" button, select a template, and hit send.
  3. Monitor Replies: View incoming responses in the "Communication" or "CRM" tab within the patient’s file.
  4. Batch Communication: Use the CRM module to send broadcast messages (e.g., "Clinic closed for holiday") to selected patient segments.

6. Frequently Asked Questions​

  • Can patients reply to these messages? Yes, the system supports two-way communication; replies will appear in the patient’s interaction log.
  • Are there character limits? Standard SMS is 160 characters; longer messages will be sent as multi-part SMS, which may affect billing depending on your provider.
  • Can I schedule messages for after hours? Yes, you can queue messages to be sent at specific times, regardless of when you compose them in the system.