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SMS and MMS Messaging in Shepherd

Text and chat with clients directly in Shepherd.

Updated this week

Beginning July 23, 2025, usage tracking will apply for all outbound SMS message credits. Message costs will only be assessed when purchasing additional credits, which are sold in bundles of 5,000 at $99.

Message credit usage includes SMS, MMS, two-way texting, appointment reminders, and mass messages. This is a new billing policy.

Please visit your Message Overview dashboard (in your Admin settings) to review current usage or purchase additional message credits as needed.

Email messaging remains free and is unaffected by this change.


Overview

Shepherd’s Message Center enables seamless two-way SMS and MMS communication with your clients. Before using these features, your account must have an SMS number registered through A2P 10DLC protocols and appropriate permissions enabled.


Message Credits and SMS Policy

Effective July 23, 2025, Shepherd began tracking all outbound SMS activity through a credit-based system.

  • Charges apply only when you purchase additional credits.

  • Bundles are sold in packs of 5,000 for $99.

  • Email messaging remains free and is not affected.

You can monitor your usage and manage purchases via the Message Overview dashboard in Admin settings.

What Counts Toward Message Credit Usage

The following outbound message types deduct from your credit balance:

  • SMS and MMS messages

  • Appointment reminders

  • Mass messages

Inbound messages, failed messages, Shepherd Text to Pay, and unsent scheduled messages do not affect your credits.

How Message Credits Work

  • 1 credit = up to 160 characters

  • Messages in Shepherd may use up to 320 characters (2 credits)

  • Media (MMS) counts as 1 character, reducing available space for text

  • Special characters or emojis may require additional credits

You can view credit usage:

  • Within the Message Center

  • In the Billing section of Admin settings


Managing Your SMS Credits

You can manage credits in two ways:

  • Auto-Renew Option: The system automatically charges and replenishes credits when your balance is low.

  • Manual Management: Choose low-balance notifications and replenish credits manually to control expenses. If credits run out and auto-renew is not enabled, scheduled texts will fail to send.

The Message Overview dashboard in your Admin settings provides detailed usage data, enabling better financial and operational planning. This tool helps practices understand their messaging habits and estimate future costs.

Set a Low Balance Threshold for Message Credit Alerts
You can configure a low balance threshold to receive alerts when your message credits are running low. This proactive setting helps prevent unexpected disruptions in communication by ensuring you’re notified before your credits are depleted.


MMS (Media Messaging) Guidelines

  • Supported Media: Images and videos (enabled July 9, 2025)

  • File Size: Carriers typically allow 500 KB to 1 MB

  • Compression: Large files may be compressed automatically

  • Best Practice: Keep files optimized and under 500 KB when possible


Messaging Setup Requirements

Before using SMS features:

  1. Register an SMS number through A2P 10DLC

    • Completed by your Implementation Account Manager

    • Takes 2–3 weeks depending on business info accuracy

  2. Enable messaging permissions in Admin -> Users -> Roles

    • You can create a custom Messaging Role and assign it individually

Shepherd does not support hosted SMS at this time. A new number will be provisioned, area code matching when possible.


Using the Message Center

Starting a New Conversation

  1. Navigate to Message Center -> Text Messaging

  2. Click New Message

  3. Search and select the client or co-owner

  4. (Optional) Add a conversation title (max 50 characters)

  5. Choose a phone number or enter a custom one

  6. Click Create Chat

Managing Conversations

  • Conversations appear in the left-hand pane

  • You can:

    • Send and receive messages

    • Add/edit titles (tracked in activity log)

    • Close and archive conversations

    • Upload conversations to medical records

To Close a Conversation

  1. Select the conversation

  2. Click Close

  3. Choose:

    • Close & Upload to Medical Record

    • Close Conversation (no upload)

Closed messages are accessible under the Closed tab.


Conversation Titles

  • Titles help organize and search messages

  • Add/edit titles when:

    • Creating a new conversation

    • While the conversation is open

    • Closing the conversation

    • From the Client Profile’s Messaging List

All changes are logged, and titles are searchable.


Appointment Integration

Create an Appointment from a Text

  1. Click the Make Appt icon during a conversation

  2. You’ll be redirected to the Appointment Schedule (client details are preloaded)

  3. Once created, return to the message with the Go Back button

  4. The appointment will appear in the conversation sidebar

Edit Appointment Status from Messaging Center

  • Click the current appointment status to change it

  • Use the square icon to view or edit full appointment details


Assigning Conversations

Assign to Users or Teams

  • Assign users or teams to conversations for direct notification

  • A notification dot appears until one of the assignees reads the message

To assign:

  1. Open the conversation

  2. Add users via the Assigned Users section

  3. Add teams via the Assigned Teams section

Assign to Patients

  • Assign one or more patients to a conversation

  • This allows auto-upload to the medical record upon closing the conversation


Templates and Automation

SMS Templates

  • Create templates in the Message Center or via Admin -> Client Communication -> SMS Templates

  • Templates auto-populate into new messages for quick sending

Scheduled Messages

  1. Click the clock icon

  2. Set a future date/time

  3. Scheduled messages appear in yellow

  4. Click to edit or cancel if needed

After-Hours Auto Response

  • Configure a default auto-reply under Clinic Settings -> Office Hours & Closures

  • Clients who text outside of hours receive the automated message


Texting Opt-In/Out

Opt-Out Keywords (automatically unsubscribes the client):

  • STOP, CANCEL, UNSUBSCRIBE, END, QUIT, STOPALL, ARRETT, ARRET, ARRETE

Opt-In Keywords:

  • START, YES, UNSTOP

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