Starting June 17th, AT&T has announced that they will no longer support email-to-text or text-to-email. This will unfortunately cause patients and MEDENT users who use AT&T and Cricket Wireless as their mobile provider to no longer receive certain text messages from MEDENT.
It is important to note, emails sent from MEDENT are unaffected by this change and remain an alternative method for sending messages to the affected patients and MEDENT users. For reference, please see the following release from AT&T: lsreg.att.com/support/article/wireless/KM1061254/.
In response to this change, MEDENT is actively pursuing other options to provide text messaging services to AT&T and Cricket Wireless users as a top priority. While MEDENT is not currently aware of any other mobile providers discontinuing this functionality, we are taking a proactive approach in the event that another unexpected loss of email-to-text support is announced by other mobile providers in the future.
What is email-to-text?
Email-to-text is the ability to send a text (SMS or MMS) using email. An email is sent using a mobile number’s email address and the gateway domain of the mobile provider. On the recipient’s end (i.e. the patient or the MEDENT user), the message is delivered as a text to their mobile device.
Why does MEDENT use email-to-text?
Email-to-text is the most cost effective way to provide texting functionality and has allowed MEDENT to send text messages at no additional cost to their customers.
Who is affected by this change?
This change will only affect patients and MEDENT users who use AT&T or Cricket Wireless as their mobile provider. MEDENT is not aware of any other mobile providers discontinuing this functionality at this time, though MEDENT is preparing for others to follow suit.
What text messages are NOT affected by this change?
This change does not affect messaging services provided by some of MEDENT’s interfaces, such as DirectLink, RevSpring, and Global Payments Text to Pay.
What can offices use instead of text messaging?
For patients who are AT&T customers MEDENT recommends sending the patient an email for their pre-check-in, video visits, and virtual waiting room. MEDENT users who are set up to receive text notifications can instead receive push notifications. MEDENT users can also set up an authenticator app to use for password resets, MEDENT Mobile login authentication, and Cloud authentication.
What areas of MEDENT are affected by this change?
Any text message sent from MEDENT that requires the user’s carrier to be entered will be affected by this change if the recipient uses AT&T or another mobile provider owned by AT&T, such as Cricket Wireless, H2o, Pure Talk, or Safe-Link – ATT. This does NOT affect text messages sent from interfaces like DirectLink Appointment Reminders, RevSpring Appointment Reminders or Global Payments Text To Pay.
NOTE: MEDENT can run a DM report to find patients who have an AT&T carrier.
Patient Areas Affected
Patient Pre-Check-In: Send an email instead of text to AT&T and Cricket Wireless customers.
Video Visits: Send an email instead of text to AT&T and Cricket Wireless customers.
Virtual Waiting Room: Send an email instead of text to AT&T and Cricket Wireless customers.
Credit Card Receipts: Send via email or print and mail/hand it to the patient.
MEDENT User Areas Affected
User Text Notifications for new items, such as a new email, document, triage, order, result, etc. MEDENT Mobile users should set up push notifications.
Password Resets: Users should set up an authenticator app. View our Quick Clip for instructions.
MEDENT Mobile Login Authentication: Users should set up an authenticator app and set this as the default authentication method. See the MEDENT Manual for instructions.
Cloud Authentication: Users should set up an authenticator app. View our Quick Clip for instructions.
