š Overview
ChiroHD's two-way texting feature lets your office send and receive SMS messages with patients directly from the calendar or patient snapshot ā no need to swap between apps. Once enabled, a Notification Area on your calendar keeps incoming messages visible at a glance, making it easy for staff to stay on top of patient conversations in real time.
Step 1: Enable the Notification Area
With your Twilio number active, scroll to the bottom of the Twilio tab to find the 2-Way Patient Messaging toggle.
Navigate to your Live Location, Settings, Office, Office Configuration.
Toggle on Notification Area.
š If you do not see this option, please contact Support.
ā
š The Notification Area works independently of the 2-Way Patient Messaging toggle ā patient conversations will appear there regardless of how the Twilio tab setting is configured.
Step 2: Enable Two-Way Texting
Log into your Live Location, Settings, Initial Setup, Integrations, Twilio.
Toggle on Two-Way Patient Messaging.
ā
NOTE: Turning this 2-Way Patient Messaging toggle off does not deactivate your Twilio number. Your number stays active, can still receive texts, and you are still billed for those messages and the monthly number fee. To stop all charges, you must release the number ā and releasing is permanent.
Step 3: Start Texting with Patients
Option 1: From the Patient Snapshot
Click on the patient's appointment in the calendar or
Search for their name using the search box
In the patient snapshot, click their blue phone number (must be a cell phone)
Option 2: From the Calendar
Click the drop-down arrow on the appointment
Select āSend Messageā
šØ This will open a two-way message thread with the patient.
Please see our other resources on Sending Manual Text Reminders if you have further questions on this topic.
ā ļø Important Things to Remember
Unique phone numbers: Do not assign the same phone number to multiple patient profiles. Duplicate numbers disrupt system actions and cause confusion in the messaging window.
See our guide on How to Set Up a Family for how to handle shared numbers correctly.
Cell phone required: The blue phone number link only appears for numbers marked as a cell phone on the patient profile. Home numbers will not open a text thread.
HIPAA compliance: Always ensure patient communication meets HIPAA requirements.
No links in texts: Phone carriers may filter or block messages containing links (A2P restrictions). Keep message content link-free for best deliverability.
āActive conversations: Close or archive conversations after reading them. A large backlog of open conversations can prevent new message notifications from appearing.
ā Key Takeaways
Enable the Notification Area and 2-Way Messaging under Office Configuration
Start messages directly from a patientās profile or calendar appointment
Avoid duplicate phone numbers and message links to maintain reliability
Always maintain HIPAA compliance during communication
š Conclusion
By following these steps, you can efficiently use ChiroHD's two-way texting feature to maintain easy and secure contact with your patients. With real-time access through the Notification Area, your office can stay on top of patient conversations and deliver better service with less effort.