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)
Longer messages consume additional credits proportionally
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.
Purchase Additional Credits: You can purchase credits manually through the Admin section under "Client Communication."

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. Note that scheduled messages (not yet sent) do not count toward this threshold calculation.

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:

Register an SMS number through A2P 10DLC
- Completed by your Implementation Account Manager
- Takes 2–3 weeks depending on business info accuracy
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

Navigate to Message Center -> Text Messaging
Click New Message
Search and select the client or co-owner
(Optional) Add a conversation title (max 50 characters)
Choose a phone number or enter a custom one
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

Select the conversation
Click Close
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

Click the Make Appt icon during a conversation
You’ll be redirected to the Appointment Schedule (client details are preloaded)
Once created, return to the message with the Go Back button
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:

Open the conversation
Add users via the Assigned Users section
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

Click the clock icon
Set a future date/time
Scheduled messages appear in yellow
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

SMS and MMS Messaging in Shepherd