Frequently Asked Questions
Q. How many text messages can I send without incurring an extra charge?
A: That depends on how big the messages are. You get a monthly credit of $10.00, up to which you will not be charged for text messages. For most offices, this would allow for 20-30 text messages per day. See below for more information.
Q: What if I go over the monthly credit?
A: Text message usage in excess of the monthly credit will be charged to your credit card on file at current rate of $0.007 per unit. (That’s seven-tenths of one cent per unit.) You will be emailed a monthly usage statement. Before we charge your credit card, there must be a minimum of $15 in billable charges, so if your usage doesn’t meet the minimum in a month, it will be rolled over until the next billing cycle.
Q: How are the charges calculated?
A: Text messages sent through ClientTracker will be counted in terms of how long the messages are. Each message is counted as the number of “units.” A “unit” = 160 keystrokes. See examples below.
Q: How many units is a typical text message sent from ClientTracker?
A: Every message and reply counts as at least 1 unit. Practically speaking, an office may use an average of 48 Units per day without charge. A typical appointment reminder sent from ClientTracker is about 1-2 units, in terms of the number of keystrokes. The maximum size of each unit is 160 keystrokes, like the maximum size of a “tweet” on Twitter.
A: That depends on how big the messages are. You get a monthly credit of $10.00, up to which you will not be charged for text messages. For most offices, this would allow for 20-30 text messages per day. See below for more information.
Q: What if I go over the monthly credit?
A: Text message usage in excess of the monthly credit will be charged to your credit card on file at current rate of $0.007 per unit. (That’s seven-tenths of one cent per unit.) You will be emailed a monthly usage statement. Before we charge your credit card, there must be a minimum of $15 in billable charges, so if your usage doesn’t meet the minimum in a month, it will be rolled over until the next billing cycle.
Q: How are the charges calculated?
A: Text messages sent through ClientTracker will be counted in terms of how long the messages are. Each message is counted as the number of “units.” A “unit” = 160 keystrokes. See examples below.
- 145 keystrokes = 1 unit
- 165 keystrokes = 2 units
- 350 keystrokes = 3 units, etc.
Q: How many units is a typical text message sent from ClientTracker?
A: Every message and reply counts as at least 1 unit. Practically speaking, an office may use an average of 48 Units per day without charge. A typical appointment reminder sent from ClientTracker is about 1-2 units, in terms of the number of keystrokes. The maximum size of each unit is 160 keystrokes, like the maximum size of a “tweet” on Twitter.
- A “standard message” is 160 keystrokes. Texts are meant to be quick and brief communication, so 160 keystrokes can be plenty.
- A $10 monthly credit is equal to approximately 48 standard text messages per day.
- The largest text message you can send is 1,600 keystrokes (10 units).
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1 Unit, 159 keystrokes
Hello Sam, This confirms your appt: Thu, 10-1 at 11:00 AM with Cathy Smith. To avoid a fee, cancel one biz day in advance. To stop these texts, reply “Stop”. 2 Units, 318 keystrokes
Hello Samantha, This confirms your appt: Thu, 10-1 at 11:00 AM with Catherine Summerset. At 1784 East Range Rd, Claremont, NC Wear comfortable clothing. Please eat within a few hours of your appt. To avoid a cancellation fee, please notify us one business day in advance. To opt out of these reminders, reply “Stop”. |
2 Units, 164 keystrokes
Hello Samantha, This confirms your appt: Thu, 10-1 at 11:00 AM with Cathy Smith. To avoid a fee, cancel one biz day in advance. To stop these texts, reply “Stop”. 3 Units, 325 keystrokes
Hello Samantha, This confirms your appt: Thu, 10-1 at 11:00 AM with Catherine Jones- Summerset. At 1784 East Range Rd, Claremont, NC Wear comfortable clothing. Please eat within a few hours of your appt. Bring any labs tests you’ve had in the last two years To avoid a cancellation fee, please notify us one business day in advance. To opt out of these reminders, reply “Stop”. |
Q: Can I use my own phone number to send text messages through ClientTracker?
A: No, a special phone number will be provided. You will need to notify your patients that your practice is using this number to send and receive texts, because a Sender Name is not possible in the U.S. and Canada. Any replies will come to this special number, and will be viewable only in ClientTracker.
Q: How do I send a text message other than an appointment confirmation?
A: ClientTracker has a special “Chat View” that looks just like your phone. Use your keyboard to compose a message, and replies will trigger an alert for you to load the reply into the Chat View with one click. All messages sent and received are stored in each Client’s record, and viewable in the Chat View by scrolling.
Q: Can I send attachments, photos, etc. with text messages sent from ClientTracker?
A: Not at this time, but if this service becomes popular we expect to add that capability in the future.
A: No, a special phone number will be provided. You will need to notify your patients that your practice is using this number to send and receive texts, because a Sender Name is not possible in the U.S. and Canada. Any replies will come to this special number, and will be viewable only in ClientTracker.
Q: How do I send a text message other than an appointment confirmation?
A: ClientTracker has a special “Chat View” that looks just like your phone. Use your keyboard to compose a message, and replies will trigger an alert for you to load the reply into the Chat View with one click. All messages sent and received are stored in each Client’s record, and viewable in the Chat View by scrolling.
Q: Can I send attachments, photos, etc. with text messages sent from ClientTracker?
A: Not at this time, but if this service becomes popular we expect to add that capability in the future.