SMS Number Registration Overview
Current functionality only supports text (SMS). Sending/receiving of images (MMS) is not currently supported, but you'll see this supported in the future!
Before you can begin utilizing SMS features, you'll need to register for an SMS number and enable messaging features.
Two-way communication with your clients requires your account first has a registered SMS number under A2P 10DLC. A2P (Application to Person) 10DLC (10 digit long code) is the standard that United States telecom carriers have put in place to ensure that SMS traffic to US end-users through long code phone numbers is verified and consensual.
Typically your Implementation Account Manager will register your SMS number and verify it has been activated during your onboarding journey. The registration process typically is completed within 2-3 weeks. Foundational business information that is necessary for the registration process is collected during your Welcome Kick-Off Form. Please ensure you provide accurate and complete information. If any details are not available, please notify your Account Manager once available.
To ensure an efficient SMS number registration process and avoid delays, confirm that all provided and defined business details are accurate. You must have an active website that can be used to verify your business identity. Any verification issues may cause delays up to an additional 2 weeks from the standard estimated processing time.
Presently hosted SMS utilizing an existing phone number is not supported through Shepherd. A new SMS number is required to utilize messaging features. Your Account Manager always attempts to select an SMS number with a similar area code as your clinic phone number; however, that may not be possible in every scenario.
Feature Configuration
Before we dive into the wonders of two-way client communication, we'll need to get a pinch of housekeeping out of the way.
In order to get 2-way SMS messaging set up, you'll need to make sure you have:
A registered SMS number for your clinic
The Messaging permission enabled
If you've already done those things, click the corresponding title to learn more about the individual features and usage:
Activating SMS
Your Account Manager will register your SMS number using the information filled out on your Kick Off Form, as well as information gathered from the Welcome Call. They will notify you when your SMS number is active!
We try to choose SMS numbers with the same area code as your clinic phone number; however, that may not be possible in every scenario.
Enabling the Messaging Permission per User
If you want a user to have access to the two-way SMS so they can communicate with clients, they'll need to have the messaging permission attached to their user role(s).
Select Users from your Shepherd Admin menu and then select Roles
Select a role to edit or click the Add New button
To add messaging permissions, select the checkbox under Admin called "Messaging (Access)"
You can also make a messaging role by clicking the 'Add New' button in Admin > Users > Roles. Then only select 'Messaging' when you pick the role's permissions, save it, and add the messaging-specific role to individual users.
Messaging Section Overview
Starting a New Conversation
In your Shepherd menu, click Message Center and then select Text Messaging
In the upper right corner, select the New Message button
In the Client or co-owner prompt, start typing the name of the client or co-owner you wish to contact via SMS and select their name from the dropdown when it appears
(Optional) Add a title to identify this conversation (up to 50 characters)
Select their listed primary contact number or enter a custom number
Click Create Chat
All open chats are visible in the lefthand section of the messaging page. You can click on a chat to open it.
Once you've started a new chat (or opened an existing one), you can begin communicating with the client using the open text field at the bottom of the middle of your messaging page.
Within each text conversation, you can see which user sent the message to the client.
Closing a Conversation
Closing a conversation allows you to archive it. It won't be deleted, and you can always go back and access it if you need to.
To close a conversation:
Select the conversation to view it
Click the 'Close' button on the right side of the page
(Optional) Add or edit the conversation title for better organization
You'll be presented with a confirmation popup. Conversations that have an assigned patient can be automatically uploaded to the patient's medical record
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, CANCEL, QUIT, STOPALL, ARRETT, ARRET, and ARRETE
Clients must resubscribe to receive text messages by replying with the following keywords.
START, YES, and UNSTOP