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.
SMS Number Registration
Before using messaging features, your account needs a registered SMS number.
What is A2P 10DLC?
A2P (Application-to-Person) 10DLC (10-digit long code) is a US carrier-approved system to verify and legitimize business-to-client messaging.
Registration Process
Your Implementation Account Manager typically completes the SMS number registration during onboarding.
Expect 2–3 weeks for completion, assuming all required business information is accurate.
An active business website is required for identity verification. Delays in providing complete information can extend the process.
Shepherd does not currently support hosted SMS numbers. A new number will be provisioned for messaging use, and while we aim to match your area code, availability may vary.
Feature Configuration
To begin using messaging features, you need:
A registered SMS number
Messaging permission enabled on user roles
Navigate to Admin -> Users -> Roles to assign messaging permissions.
You can also create a dedicated Messaging Role by clicking Add New, selecting only the Messaging permission, saving it, and then assigning this messaging-specific role to individual users.
MMS Guidelines
Supported File Types: videos and images are now supported! (starting July 9th)
File Size Limits: Carriers typically accept files up to 500 KB to 1 MB, but this varies.
Automatic Compression: Files that exceed limits may be automatically compressed by the carrier for delivery.
Best Practice: Pre-optimize images and files before sending to ensure clarity and avoid potential delivery issues.
Avoid Reliance on Specific Limits: Because limitations vary by carrier and device, keep files small and clear for best results.
Using the Message Center
Starting a New Conversation
Navigate to Message Center -> Text Messaging
Click New Message
Search and select the client or co-owner
(Optional) Add a conversation title (up to 50 characters)
Choose a phone number or enter a custom one
Click Create Chat
Messaging Workflow
All open conversations are listed in the left-hand pane.
Messages can be composed in the chat window and tracked by user.
Titles can be added or edited at any time, and all changes are logged.
Closing a Conversation
Select the conversation
Click Close to archive
Add or edit a conversation title
Select Close & Upload to Medical Record or Close Conversation
You can view closed conversations by clicking the 'Closed' tab on the left side of the messaging section (above your open conversations).
Conversation Titles and Organization
Conversation titles help organize your messaging history and make it simpler to find past conversations.
You can add or edit titles:
When creating a new conversation
While a conversation is still open
When closing a conversation
From the Messaging List in the Client Profile
Titles are optional and can be up to 50 characters long. All title edits are tracked in the activity log.
The conversation title appears in the messaging list for quick identification. You can search for conversations by title to quickly find specific communications.
Make an Appointment From a Conversation
If you're getting in touch with a client (say a vaccination reminder) and they want to make an appointment, click the Make Appt icon.
You'll be navigated to the Appointment Schedule; the client's signalment will be visible at the top of the schedule and once you've created the appointment, you can navigate back to the text conversation using the <-- Go Back button
Once scheduled, the appointment will be visible from the information bar on the right side of the client SMS conversation.
Edit Appointment Status From a Conversation
Instead of navigating out of the messaging center to edit the status of an appointment, you can do this by clicking the current status. If you want to view/edit the appointment, click the square action button.
Assign SMS Message to Users or Teams
Assign users or teams to a conversation for direct notifications. When assigned users or team members receive a client reply, they'll see a notification dot in the main menu. You can assign multiple users and teams to a message, but once any assigned person has read the new message, the notification dot will be removed for all.
To assign users or teams:
Open an SMS conversation
Use the "Assigned Users" section to add individual users
Use the "Assigned Teams" section to add entire teams
This ensures the right people are notified about important client communications while maintaining flexibility for team-based workflows.
Assign one or more users to a conversation for direct notifications! After a user is assigned and a client replies, that user will see a notification dot in the main menu. You can assign multiple users to a message, but once one of the users has read the new message, the notification dot will be removed for all.
Assign Patient(s) to SMS Message
Assigning one or more patients to a conversation allows you to opt to automatically upload the conversation to the patient's medical record upon closing it.
If you do not want to send any two-way text messages, you can now disable the message center in the Clinic Settings. This will not turn off the automatic text message appointment reminders!
SMS Templates
Clicking the SMS Templates button within the message center will allow you to create your own templates that can be easily sent with just a few clicks! Once the template is selected, the text will automatically populate within the conversation, ready to send when you are!
Scheduling SMS Messages
By clicking the clock symbol, you are now able to schedule a text to be sent at a later date/time! Once scheduled, it will appear in yellow, along with "Scheduled for: (date) (time)". If any adjustments need to be made, or if this needs to be canceled, clicking directly on the yellow message will allow you to make the necessary changes!
Custom Automatic SMS Templates
You can now create custom text message notifications. These settings are found under Admin > Client Communication > SMS Templates.
After Hours Auto Response
You can create a default text message that will be sent as an automatic reply if a client sends a text message outside of your scheduled office hours. To create this auto response message go into your Clinic Settings and click the Office Hours & Closures tab.
Opt-out and Opt-in of Texting
By industry standards, if a client replies to text messages with any of the following keywords, it will automatically opt clients out of SMS.
STOP, UNSUBSCRIBE, END, QUIT, STOPALL, ARRETT, ARRET, and ARRETE
Clients must resubscribe to receive text messages by replying with the following keywords.
START, YES, and UNSTOP