New Feature - SMS Message Library
Texting has been in UnaCasePro for a while. The catch was that every text got typed from scratch, by every case manager, every time. That's a lot of "Hi, just a reminder about your appointment on..." And when the client reads Spanish? The case manager translates on the fly or sends it in English and hopes for the best.
We fixed that. UnaCasePro now has an SMS Message Library. Your organization writes and approves its messages once, then translates them into the languages your clients speak. Case managers pick a message and it goes out in the client's language. It's live in production now.
Picking a message
Open Send SMS and the messages are right there, grouped into Appointments, Documents, Check-ins and General. Pick one and you're basically done. It fills in your name, the client's next appointment date and your organization's phone number. Nothing fits? Write your own, same as before.
Before you hit send, a preview shows exactly what the client will see, signature and all. There's a counter too, so you know if the text will get split into parts. Nobody likes getting a text in three pieces.
Their language, not yours
Here's the part I like most. The Send SMS window opens in the language on the client's record. Spanish speaker? It opens in Spanish, and the appointment date reads "15 de octubre," not "October 15."
What if a message hasn't been translated yet? It shows the English version and tells you, so you're not sending English by accident.
Running the library
Admins handle this in Admin › SMS Library. Add messages, edit them, copy them, retire the ones nobody uses anymore. If your compliance folks want a message sent exactly as written, mark it Locked.
Adding a language doesn't take a call to us. Turn it on from your organization's language list and start translating. The library flags anything still missing a translation. We loaded starter messages in English, Spanish, French and Italian, so you're not starting from a blank page.
You pick who signs the texts, like "Pine County Senior Services," and the number clients should call back. The library also shows how many times each message went out in the last 30 days. Ever wonder which ones your staff actually use? Now you'll know.
Keeping it compliant
Texts never include the client's name. The Send window also reminds staff to keep diagnoses, programs and other health details out of the message. A text isn't the place for PHI.
Every text is one-way and ends with "Reply STOP to opt out." If a client opts out, we don't text them again. That footer used to be an unsubscribe link. We cut it down, and most English texts now go out as a single message.
The library helps on the carrier side too. When your organization registered for texting, you told the carriers what kinds of messages you'd send. Approved messages keep what staff actually send in line with that.
Want in?
If you already text clients through UnaCasePro, reach out and we'll help you set up your library and languages. Not texting clients yet? Let's talk.
What do your case managers end up texting over and over? Tell me. I bet it belongs in the library.