Send Message or Text to Caregivers from the Caregivers Page

Overview

In addition to messaging caregivers and administrators from Find Matching Caregivers and the Action Center, caregivers can be sent direct messages via the Caregivers page. This function may not be defaulted in every environment; if it is not visible and is desired, contact an Ankota specialist to configure this option.

Set-up

Caregiver texting requires set-up. The following is necessary for caregiver texting:

A dedicated phone line for the company
That phone number must be approved and registered for texting
Ankota files the paperwork upon implementation if texting is desired, OR upon request if texting/mobile app functionality has not previously been used
The phone must be configured for texting in the environment
Caregivers must log into their mobile app and allow texting at log-in (legal requirement)

Use

To access the Send Message function, go to the Caregivers page from the Main Menu. At the bottom of the page, there is a button labeled Send Message.

A modal dialog displays an error message stating that caregivers ARMSTRONG BETTY and Asia Vincent were not sent text messages because they lack the consent option checked in their profiles, with a "Close" button to dismiss the notification.

Search for the caregiver(s) to message, then check the boxes next to their names before clicking the Send Message button. Some caregivers may need to be unchecked because they are placeholders for testing or other functions, such as Ankota Support and Accumulated Minutes.

The Caregivers list page displays a searchable table of caregiver records with columns for Title, Last Name, First Name, Type, Status, Primary/Secondary contact information, City, State, and ID. Filter options at the top allow users to search by Caregiver Type and Status (currently set to "Active"), with an "Add new" button and Search function in the upper right.

Ensure the caregiver's profile reflects consent to receive text messages. To enable this setting:

Go to Caregivers from the main menu

Screenshot.

Search for the caregiver whose number should receive the text message
Click on their phone number
Check the box next to "Consent to receive text messages"
Click "Save"

The "Add new phone" dialog allows users to enter phone details including phone number, type (set to "Home"), note, extension, time of day availability, and order preference, with a required checkbox for "Consent to receive text messages" highlighted in red and a Save button at the bottom.

Sending the message

Once Send Message is clicked, a new window opens. This window allows selection of email, EVV (web browser mobile only), or SMS text messaging functions. There is also an attachment option.

The Send Message dialog displays a list of recipient names (Diaz Cameron, Jolie Angelina, Lawrence Jennifer, and others) with checkboxes for delivery method options (E-Mail, EVV, and SMS) at the top. The form includes fields for Reply to, Subject, Message, and Signature, along with an Attach files button and Send/Cancel buttons at the bottom.

To add or remove the ways to message, check or uncheck the options at the top of the window for e-mail, EVV, and SMS (text) messaging.

Send Message dialog window with delivery method checkboxes for E-Mail, EVV, and SMS all checked, and a recipient field showing "Diaz Cameron" with action buttons to the right.

Beneath these options, each caregiver has icons next to their name indicating the available forms of communication:

The letter icon indicates an email is available for the caregiver.
The phone icon indicates a phone number is available for the caregiver.
The mobile phone icon indicates the mobile app is available for the caregiver.

To send a message, work from top to bottom:

Select the message type to use
Unselect any additional caregivers if too many were selected
Select which administrator will receive the email under Reply to (the administrator must have an email to be presented as an option)
Enter a subject line
Enter a message
Enter a signature
Attach a file if desired
Click Send

The Send Message dialog allows composing and sending messages to multiple recipients with options for E-Mail, EVW, and SMS delivery methods. The form includes fields for recipient addresses (Jolie Angelina, Lawrence Jennifer, Streep Meryl), Reply to address (Ankota, Support), Subject (Test), Message body, and Signature (Jane Doe), with Send and Cancel buttons at the bottom.

These messages will be sent according to the available selected options. Any response from text or email will be sent to the selected administrator's reply-to email. If no response email is selected, no response will be sent. There is no response function in the mobile app; it is notification only.

A message will appear notifying administrators of which caregivers do not have consent to receive messages. If this appears, go to the caregiver's profile and check the box Consent to Receive Messages after clicking on the caregiver's phone number.

A dialog box displays an error message stating that caregivers ARMSTRONG BETTY and Asia Vincent were not sent a text message because they do not have the consent to receive text messages option checked, with instructions to update their consent on their profile page. The dialog includes a "Close" button to dismiss the message.

Notes and Limitations

The first 25 text messages per client are free of charge at Ankota; after this there is a standard billable rate (inquire for current pricing). Caregivers may be subject to SMS fees by their cellular provider depending on their plan.
Emails may sometimes be misidentified as junk mail/spam. If email will be used primarily for caregiver communication, perform a test to ensure that all caregivers can find their emails.
When sending text messages, each message must be under 128 characters. If the message is longer, split it into smaller parts and send them separately. Send the first part, wait about five minutes, then send the next part. If a message is typed longer than 128 characters, the system will break it up automatically, and the pieces may not send in the correct order.

Message Log

This report, listed as a page under Reporting, tracks all outgoing messages. To have this report added to an environment, contact Ankota Support.

The Tracking Notifications page displays date range filters with Start Date and End Date fields (both set to 03/17/2022), a green Search button, and a notification entry from Support Ankota (C) with Subject Line and Message fields, sorted by Ankota Support with a timestamp of 3/17/2022 10:12:55 AM.

Red Phone Number

A caregiver's phone number will be highlighted in red on the caregiver search page after three consecutive text message failures. Admins can hover over the flagged number to view the failure reason and receive a prompt to update it with a valid mobile number.

A list view showing three caregiver entries, each with "Active" status and numerical identifiers (816, 816, and 314) marked with "(M)" designation, with some IDs displayed in red boxes.

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