ECW Users

Patients not receiving messages

2026-01-30T08:41:25-06:00

I have a provider who has been sending messages from the patient’s hub. The messages show completed and all looks good from ECW however the patients are stating they are not getting the SMS/Text messages.

I do have a ticket open with ECW however has anyone experience this issue? What did you do to resolve? Was it on the patient’s end?

UPDATE:: It seems like Cricket wireless might be an issue. Has anyone encountered this before?

Custom Campaigns - Adding Characters after Saving

2022-01-27T19:14:48-06:00

Hi All,

We are trying to send out a custom campaign and every time we save the message it up the word “prescription” to “pre_scription”. Initially we thought it was because we copied and pasted from Word, but we re-created the message manually and it did the same thing. We open the message and tried to update the HTML code, but it would revert back after saving.

What is entered:
In consultation with our medical director, we have made the decision to provide those PrEP clients affected with a prescription for a 90-day refill supply of medication.

What happens after you save:
In consultation with our medical director, we have made the decision to provide those PrEP clients affected with a pre_scription for a 90-day refill supply of medication.

Any ideas? Due the urgency of the message, we re-worded it.

Thanks,
Allen

Does anyone use the Combined Messages for pts w/ multiple appts on the same day?

2021-10-21T12:10:16-06:00

We’re trying to enable the Combined Messages feature in Messenger to combine appt reminders for multiple same day appts. For example, a pt who has an appt with the dentist and then the hygenist on the same day, instead of receiving 2 reminder calls for each appt, messenger has the ability to combine these reminders into a single reminder. This can be set from Healow Band > Messenger > Combined Messages section

This is the template we have:

Hello, this is {{FACILITY_NAME}} calling {{TONAME}} to remind you of your appointments scheduled on {{DAY_OF_WEEK}},
 {{MONTH_NAME}} {{MONTH_DAY}}. You have multiple appointments, at {{MULTIPLE_APPTS}}. To confirm these appointments, 
please stay on the line. If you need to reschedule, feel sick, have any COVID 19 symptoms or been exposed, please call us. 
Remember to wear a mask, bring your medications and insurance card to your appointment. We look forward to seeing you. 

Unfortunately after testing both By Facility and Across Facility, they don’t seem to be combining the messages at all, nor use teh template that we have specified above, has anyone successfully used this before?

Eliminate patients from future campaigns

2021-07-14T14:38:29-06:00

We generate campaigns on a pretty regular basis using both custom as well as canned campaigns. Today we sent one out that in one of our communities was controversial and now we are getting angry patients calling wishing to opt out of future campaigns.

I just spoke with eCW chat and they stated there is no option to opt the patient out from future campaigns except for with custom campaigns manually removing them from the file. As you can imagine that is not a manageable solution so for now I’m asking staff to send me an Action for all patients that want to opt out and I’ll figure it out before we send our next campaign.

Does anyone in this group have a manageable solution?

Thanks in advance
Jessica

Messenger Settings for Confirmation of appts/reminders

2021-03-29T13:48:30-06:00

Do any of you have a recommended process for using SMS and Voice Messenger?
Our Current configuration is mirrored under Advance Settings for Voice and Text Messages.

Example of our current configuration
For Monday Appts send reminder on Wednesday and Thursday (voice)
For Monday appts send reminder on Wednesday and Thursday (text)

They suggested in staggering this as opposed to keeping it the same.

Any suggestions appreciated.

Thank you

Replies to text messages?

2019-11-12T19:51:20-06:00

When a patient replies to a text message, does the system alert users in any way? I was reviewing the messenger logs today and noticed a response from a patient regarding their past-due balance but the system didn’t alert anyone.

V11 Message Time Restrictions

2019-08-19T09:46:11-06:00

Hello everyone,

We updated to V11 in February of 2019. In V10 we could send out messages to patients before the practice opened at 8. Now we can no longer do this for inclement weather. We placed a ticket with our SAM and then also reached out to Patient Engagement Team. Both explained that this is a FCC rule about telemarketers texting and that many practices wanted this functionality for V11. We have many patients that come from other states and drive hours to the practice. Has anyone found a work around? Has anyone used another system to send out messages? When I worked for HCA they used a phone system but I don’t think my practice would like this option.

Thank you.

Discrepancy between time on resource sched vs messenger log?

2019-08-16T17:42:33-06:00

We’re having some weird issues going on with messenger. No pt complaints so far, so not entirely sure what’s happening but I just want to see if other practices are having similar issues.

We’ve noticed several pts receiving appointment reminder calls at 6.18am, or 9.30pm. Well outside our allowable hours set in our global messenger settings.

The weird thing is, if you hover over the appointment slot on the resource schedule, it will tell you what time the pt was called and the status (confirmed, failed, answered but not confirmed, etc). It’s here where we’re seeing 6.18am or 9.30pm calls being placed.

But if you into that individual’s pt hub > messenger > messenger logs, it’s giving you a different time entirely.

Do you guys see a different time for the reminder calls posted on the resource sched vs the messenger log also?

Now we’re wondering which one is accurate and when the pt was actually called..

Edit: Another question if I may, if we set up a specific provider to have his pts receive two reminder calls, one call 5 days prior the appointment, and another call 2 days before the appointment. If messenger calls 5 days prior, and the pt confirms, would the pt still receive the second reminder call 2 days prior to the appointment?

Messenger Issues

2019-07-22T11:01:07-06:00

We seem to be running into the following issues

Patients are getting multiple messages and SMS messages after they have confirmed their appointment.
ECW keeps telling us its working correctly, but it clearly isn’t.
They have moved us to another server for messenger, so we will see what happens this week.

Would love to hear how others have their Tasks set up. Maybe we aren’t set up correctly?

Thanks for any input!

Message Delivery - Carrier violation

2018-12-24T14:03:12-06:00

Hi all

We recently starting using emessenger for appointment reminder texts and are experienced a large number of contacts fail due to the error listed as Carrier Violation.

Have others experienced this issue and if so did eCW do anything to try and correct beyond telling you to send the message again?

I searched the error code and found this info. I am curious if eCW has made any efforts in terms of the possible solutions noted below.

Thank you
Tyler

https://www.twilio.com/docs/api/errors/30007

Error - 30007
Message Delivery - Carrier violation
Your message was flagged as objectionable by the carrier. In order to protect their subscribers, many carriers have implemented content or spam filtering. Learn more about carrier filtering.

Possible Causes
Your users complained to their carrier that they were receiving unwanted messages.
Carriers are filtering you based on content (objectionable keywords or links)
Carriers are filtering you because the volume of messages you are sending from each standard long code phone number it too large.
You are sending similar or identical content from a long code to many multiple numbers within a short period time.
Your messages have been caught by the carrier filter for some unknown reason. Carriers do not advertise how their spam filters work to avoid reverse engineering.

Possible Solutions
Be sure you have a good user experience and clear opt-out instructions.
Avoid sending questionable content. See which types of messages count as questionable content.
Send fewer messages from each long code.
See the content and volume guidelines for each country you are sending SMS to. (On the coverage page, search for the countries you want to send and receive messages in.) For example, in the US you should adjust your message send rate so it is more consistent with typical human operation per CTIA’s guideline in Messaging Principles and Best Practices. The CTIA advises that each long code phone number should stay under 15-60 messages per minute and under 200 unique recipients a day.
Consider using Copilot and add more numbers to your Messaging Service. This will distribute the load across multiple numbers.
Consider using a Short Code to send high-volume traffic in the US, Canada, and the UK. Short codes are pre-approved by carriers to send at high volume. They cost more and take a long time to get, but they are don’t get filtered like standard long code numbers. Contact Twilio Sales if you’d like help deciding if short codes would be a good fit for you.
Wait a period of time before sending messages again. When most carriers blacklist numbers they have a cooling off period before they can send again.