Issues with 'cancel' to unsubscribe
Please remove the trigger word 'cancel' from the list of phrases that will out patients out of receiving text messages. The phrase 'cancel' is often used to cancel appointments and our patients are inadvertently opting out of text messages. Since the phrase "respond STOP to unsubscribe" is in every automated message this seems like 'stop' should be the only response that would halt communication. Please address this as soon as possible since our list of patients opting out is growing daily without their knowledge. Please contact me for multiple examples.
Sue (Call Center Manager) commented
I agree! the only word they should use to opt out is "STOP" I have seen several patients text "cancel" because they want to cancel their appointment. Now that I see this on the feedback forum I know why I have so many patients that have opted out of our texting!!!
YES! PLEASE! We spend more time calling our patients to help them OPT BACK IN. This is a waste of time and counterintuitive.....in our business CANCEL applies to an appointment not an opt in command.