Frequently Asked Questions
Q. How many text messages can I send?
A: That depends on how big the messages are. You will 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 allowance?
A: Text message usage in excess of the $10 monthly credit will be charged to your credit card on file at the current rate of $0.008 per unit. (That’s eight-tenths of one cent per unit.) You will receive a monthly report of usage by email. 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, it will be rolled over until the next billing cycle. Unused monthly credits have no cash value, and may not be rolled over to the next month.
Q: How are the charges calculated?
A: Text messages sent through ClientTracker will be counted in terms of how long the messages are (including all keystrokes, like spaces). Each message is counted as the number of “units.” A unit = 1 to 160 keystrokes. See examples below.
- 25 keystrokes = 1 unit
- 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 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.
EXAMPLES - See more at the bottom of the page
- A $10 monthly allowance allows approximately 48 standard text messages per day.
- A “standard message” is 160 keystrokes. Texts are meant to be quick and brief communication, so 160 keystrokes are plenty.
- Total text message limit is 1,600 keystrokes (10 units)
- Brief text messages are more likely to be read and understood
- The sample text below is 160 characters.
- Dear Melody, this is a reminder of your appt on Wed, 9-16-20 at 10:30 AM with Rosie Meridian, LAc. Please let us know of any changes within 24 hours.
- Dear Melody, this is a reminder of your appt on Wed, 9-16-20 at 10:30 AM with Rosie Meridian, LAc. Please let us know of any changes within 24 hours.
- This is 148 characters, including a request for reply & 12 characters for a long practitioner name
- Your appt with Rosie Meridian, LAc. is on Thu 9-16-22 at 10:30 AM Reply Y to confirm or N to cancel. Or tell us of any changes within 24 hours.
- This is 158 characters, including a 12-character 1st name, request for reply, & just 5 characters for the practitioner name
- Hi Elizabeth, your appt with Rosie Meridian, LAc. is Thu 9-16-22 at 10:30 AM. Reply Y to confirm or N to cancel. Or tell us of any changes within 24 hours.
- Hi Elizabeth, your appt with Rosie Meridian, LAc. is Thu 9-16-22 at 10:30 AM. Reply Y to confirm or N to cancel. Or tell us of any changes within 24 hours.
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. If clients send you a text message using any number other than the one provided by Ginkgo Software, it will not show in ClientTracker. If you stop using ClientTracker’s text messaging service for any reason, you will have 30 days to take your text cell number with you.
Q: How do automatic appointment confirmations work with texting?
A: ClientTracker will use the Text Template found in the Practitioner’s record, on the Confirmations tab. The confirmation message will be sent based on the choices you have made in your program. You may choose to designate a client to receive confirmations by email, text, or both.
We recommend keeping your confirmation text messages as brief as possible, so that (a) your clients will read it, and (b) it incurs minimal charges. The ideal length is 160 characters or less.
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. Open it from the Client’s Personal screen, next to the Communications list. Use your keyboard to compose a message, and replies will trigger an alert, inviting 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: What if a client has more than one cell phone number, or if 2 clients use the same number?
A: Any text message sent to a client will go to all the valid phone numbers marked “Use” for that client. If 2 or more clients share the same phone number for any reason, the text message will always be sent to the device using that phone number.
Q: Can I send attachments, photos, etc. with text messages sent from ClientTracker?
A: Not at this time. If this service is much-requested, we will consider adding that capability in the future at a significantly increased cost.
MORE EXAMPLES
|
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”. |