Search

Messenger

Messenger is a patient communication tool that allows you to quickly send and receive text messages right from your practice phone number. With Messenger, spend less time on the phone and create a more direct channel of communication between patients and your practice.

To access this helpful tool, click the Messenger icon from the left menu.

  • How to Use Messenger

    Curious about how Messenger works? Watch this demo video to see its use and functionality:

    In Messenger, choose from the following options on the left menu:

    • New Message: Start a new conversation with a patient by sending a message
    • Inbox: View all patient messages and conversations
    • Unread: View all unread patient messages and conversations
    • Saved: View patient messages that have been marked as 'Saved'
    • New Patients: View messages and conversations with only new patients
    • Archived: View patient messages that have been marked as 'Archived'

    You can send messages to any patient in your message queue by selecting the conversation, typing your message, and clicking Send. Use the Search option to easily search your messages for a specific patient conversation.

    Special Features

    Desktop App: To use Messenger, download the Marketing Platform Desktop App first. Downloading the app supports Messenger use in your web browser and the app - whatever works best for your workflow. Click here to learn more.

    Text Message Templates: Make texting easier by using basic text message templates to communicate with patients. Edit these templates or create your own custom templates to streamline responses during busy times. Click here to learn more.

    Quick Links: Need to send a link to a patient? Rather than copying and pasting it from somewhere in Marketing Platform, use Quick Links to add any of your unique links directly into a text message. Click here to learn more.

  • FAQs

    Why is my practice phone number automatically included in some of my outgoing text messages but not all?

    The practice phone number and opt-out are automatically included in the first direct text message sent to a patient on a given day. Subsequent direct text messages will not automatically include your office phone number or the opt-out option.

    What does the blue dot and red dot indicate?

    Blue dot: Incoming SMS has been in an unread status for < 30 minutes

    Red dot: Incoming SMS has been in an unread status for > 30 minutes

    Which browsers are supported for Messenger?

    Desktop Browsers: Google Chrome, Firefox, Safari, & Edge

    Mobile Browsers: Chrome & Safari
    Will the Messenger Desktop app work on a Mac?

    No, the RevenueWell Desktop App is not compatible with Mac computers.

    If you use a Mac computer, access Messenger through your web browser.

    How does Messenger differentiate texts from automatic communications (i.e. treatment plan follow-ups) versus direct texts?

    Automatic communication will show an "RW" below the sent text message, indicating it was sent by the RevenueWell system.

    Direct text will show a user name below a sent text message, indicating it was sent by the user listed.

    Does Messenger support sending media, like pictures? 

    		 Messenger 2.0 supports receiving MMS from patients only.

    Why am I not receiving Messenger notifications?

    1. Confirm the RevenueWell Desktop App is installed and open

    2. Navigate to Settings > Phone & SMS Settings > Enable Desktop Alerts. Desktop notifications must be set to "YES"

    3. Confirm the user logged in has alerts enabled. Navigate to Settings > User Management > click the username > Communication Preferences > Enable Desktop Alerts

    4. Confirm your computer is not blocking alerts:

    • Focus Assist feature is set to OFF
    • Desktop notifications are allowed