New requirements have been imposed for messaging compliance. These requirements mandate the addition of automated Opt-In and Help messages, as well as updates to the existing automated Opt-Out message.
Beginning January 29, 2025 when patients message in for the first time (whether it be a patient initiated message, or a patient response to a message sent by a team member) they will receive this Opt-In message, "NETWORK MSG: Thank you for opting in to text messaging with ORG NAME! Message frequency may vary based on number of appointments, and conversations needed with your healthcare team. Message and Data rates may apply. To opt out of messaging, reply STOP; for help, reply HELP." This will not be sent to existing patients that you have already been communicating with, unless they message in from a new phone number. (Please note that Opt-In consent is different and separate from HIPAA consent for texting).
When a patient messages in Stop, this is the message they will now receive, "NETWORK MSG: You replied with the word "Stop" which blocks all texts from ORG NAME at this number. No further messages will be sent. Text back "unstop" to receive messages again." If a patient has opted out, and opts back in again, this is the message they will receive, "You have replied "Unstop" and will begin receiving messages again from {orgName} at this number. Message frequency may vary based on number of appointments, and conversations needed with your healthcare team. Message and Data rates may apply. To opt out of messaging, reply STOP; for help, reply HELP."
If a patient texts in the word Help, this is the message they will receive, "
NETWORK MSG: For assistance from {orgName}, reply with your question or contact us at {defaultChannelPhone}. To stop receiving messages, reply STOP at any time."If you have any questions regarding these new automated messages, please contact Customer Success at success@rhinogram.com.