Managing SMS Opt‑In Settings for Your Clients
Practice users can now view and manage SMS opt‑in settings for clients directly from the Client Profile. This gives you greater control over which text messages your clients receive and visibility into any changes made—whether by your practice or by the client themselves.
Use this feature to ensure your clients receive the right combination of transactional and marketing text messages based on their preferences.
What Is SMS Opt‑In Status?
The SMS Opt‑In Status indicates what types of text messages a client has agreed to receive. These messages may include prescription updates, refill reminders, or promotional offers.
This setting appears on the Client Profile any time a phone number is on file.
Available SMS Opt‑In Options
You can choose from the following settings:
Basic Transactional (Default)
- Clients receive essential text messages related to recent interactions with your practice.
- Example: new prescription notifications.
- All clients with a phone number are set to this by default unless they have opted out or have otherwise opted in.
Full Transactional
- Clients receive a broader set of transactional messages.
- Example: refill reminders and order updates.
Marketing
- Clients receive transactional messages in addition to promotional messages, such as offers or sales.
- Selecting this option triggers a confirmation text to the client.
- The status will not update until the client confirms via text.
Opted Out
- Clients will not receive any text messages.
How to View or Update a Client’s SMS Opt‑In Status
Navigate to the Client Profile.
- Select Client List from the left-navigation menu.
- Search for the client account.
- Select the client’s name to open their Client Profile.
From the Client Profile page:
- Locate the Contact card.
- Hover over the SMS Opt-In Status and click the pencil icon.
- Select the desired level from the drop-down menu.
- Click the green checkmark to save.
Important Confirmations You May See
- Opting a client back in:
If a client is currently Opted Out and you select another option, a confirmation message will appear asking you to verify that the client has requested to receive texts again. Click Confirm to opt the client back in.
- Enabling Marketing SMS:
You’ll be prompted to confirm that an opt‑in text will be sent to the client and that the change will not take effect until the client responds.
Tracking Changes to SMS Opt‑In Status
Any time the SMS Opt‑In Status is updated:
- A note is automatically added to the Notes card on the Client Profile.
- The note includes:
- Who made the change
- The date and time
- The new SMS Opt‑In setting
If the update is made by support, the note will indicate that Covetrus Support made the change.
Frequently Asked Questions
Do I need to enable this feature?
No. This feature is automatically available, and all clients are already set to Basic Transactional unless they have opted out or updated their preferences themselves.
Why doesn’t the status update immediately when I select Marketing?
Marketing messages require explicit client consent. The status will update only after the client confirms via the opt‑in text message.
Can I see if a client changed their own settings?
Yes. Any change—whether made by your practice or the client—appears in the Notes section of the Client Profile.