Skip to main content

SMS Messaging

Overview​

CareLaunch Campaigns supports sending SMS messages to your audience as part of your outreach strategy. SMS is ideal for time-sensitive communications like appointment reminders, follow-up nudges, and short notifications.

Prerequisites​

Before you can send SMS messages using CareLaunch Campaigns, you must:

Composing SMS Messages​

Character Limits​

  • SMS messages are limited to 160 characters per segment.
  • Messages longer than 160 characters are split into multiple segments, which may increase cost.
  • Links can be included but count towards the character limit.
  • Images and attachments are not supported.

Using Attributes​

You can personalize SMS messages using attributes to insert patient-specific data:

  • {{Attributes.firstName}} -- Patient's first name
  • {{Attributes.appointmentDate}} -- Next scheduled appointment

Keep personalized messages concise. Attribute values count toward the 160-character limit after substitution.

Best Practices​

  • Lead with the key information. Recipients often see only the first line in their notification preview.
  • Include a clear call to action. Tell the recipient what to do next (e.g., "Reply YES to confirm").
  • Identify your organization. Start or end with your practice name so recipients know who the message is from.
  • Avoid link shorteners that may be flagged as spam by carriers.
  • Test with the SMS simulator before launching a campaign. See Testing for simulator phone numbers by country.

Sending SMS in Campaigns​

  1. Create or edit a campaign and select SMS as the channel.
  2. Choose an SMS template or compose your message inline.
  3. Select your segment to define the audience.
  4. Review the message preview, then launch.

Opt-Out Handling​

SMS recipients can opt out at any time by replying with standard keywords: STOP, UNSUBSCRIBE, CANCEL, END, or QUIT. Opted-out recipients are automatically added to your suppression list and will not receive future SMS messages.

Delivery and Compliance​

  • Messages are sent through your configured SMS provider.
  • Delivery receipts are tracked per message.
  • CareLaunch respects quiet hours and delivery windows configured at the campaign level.
  • All SMS communications should comply with TCPA regulations and your organization's consent policies. Ensure you have documented patient consent before sending SMS outreach.