Opting Out of Texting
While we hope that all patients appreciate receiving texts from your practice, we know that some patients may want to opt out. Click one of the links below to learn more about how you can opt a patient out or how they may opt themselves out via common opt-out keywords.
Important
If a patient opts themself out, your practice won't be notified because this method stops the carrier from accepting messages on the patient's end; it doesn't stop Leap from sending them. On the patient's Profile and on the Text Messages page, though, any new messages sent to the patient will show as Failed.
Note
However a patient is opted out (by you or by themselves), they must be opted back in the same way if they want to receive texts again.
Use the instructions below to opt a patient out of direct texts and mass texts using Leap.
Note
These options don't affect appointment or recall reminder texts. If a patient wants to opt out of all texts (including reminders), they need to opt themselves out using the steps in How Patients Can Opt Themselves Out of Texting. You can't do this on the patient's behalf.
Use the Patient Finder to search and locate the patient that wants to opt out of texting.
Open the patient's profile page.
Click the Preferences button to open the Edit Preferences page.
Click the Communication tab.
Slide the Direct Messages & Mass Texts toggle to the left (grey) to opt the patient out of texting.
Click Save Communication Preferences.
Tip
If you use this method to opt a patient out, you'll be give the option to override when you want to send them a direct message or include them in a mass text. So you can still send urgent messages when you need to, like for emergencies or an unexpected office closure.
If patients don't want to receive texts from your practice, they can opt out by responding to a text from you with specific keywords commonly used for this purpose. In the same way, they can also use keywords to opt back in or request more information about opting in and opting out. These keywords are listed below.
Warning
If patients opt themselves out using this method, they won't receive any texts from you, including appointment reminders and any automated forms attached to them. You can't override this in Leap.
This also doesn't change the patient's communication settings in Leap and you won't be notified because this method stops the carrier from accepting messages on the patient's end; it doesn't stop Leap from sending them. On the patient's Profile and on the Text Messages page, though, any new messages sent to the patient will show as Failed.
If a patient wants to... | They can text this word if your office is using a toll free number... | They can text this word if your office is using your practice's number (Text from Office Number)... | What it looks like |
|---|---|---|---|
Opt out | STOP | STOP, UNSUBSCRIBE |  |
Opt back in | START | START |  |
Tip
If a patient isn't sure why they haven't been receiving texts from you and you know they haven't been opted out in Yapi Leap, ask them to check the number 714-30 on their phone (that's Yapi Leap's short code number) and your practice's Leap text message number. If they texted any of the opt-out keywords above, they may have accidentally opted out. Just have them text "START" to the same number to opt back in!