Intergrated 2-way text service label wrong patient for received text

[mtbui2008]

Please help: The integrated 2-way text service from Open Dental always labels wrong patient when patient reply back. It happens when family with kids and guardian or parent . Either Open Dental sign up with different text service or provide a work around. It's very confusing.

[agrasley]

Hello,

That is understandably confusing. I would recommend contacting support at 503-363-5432 or support@opendental.com so that we can look into this issue with you. There is either going to be something we can help you set up differently to mitigate this, or find another solution.

Regards

[dqadri]

This typically happens when multiple patients have the same wireless phone number listed under the wireless phone. There is a checkbox to make sure that the same number is not used for multiple family members. Look for "Same for entire family" and make sure it is unchecked. After that go to each family member and remove the cell phone number for those people or update it to the correct one.

You will also see a number greater than 1 in the "# phone matches" column for the text message in question in the text message screen.

For children under 18, we use "SeeNotes" for their contact method, confirm method, recall method and enter in the parent whom we should always reach out to. Once the family member has their own cell phone, then we use their particular number in the cell phone field and text them directly.