SMS text invitations not going through - marked as spam by carriers (AT&T, Verizon, etc)
Incident Report for Doxy.me LLC
Monitoring
I just received a call from a representative from T-mobile and he was incredibly helpful. He said they would implement a short term fix until we can be migrated to a dedicated short code. I can’t thank them and you all enough for making this happen. He said it might work for AT&T and Verizon as well. I tested a number from both and it went through. I will update you as we make progress on a longer term solution.
Posted Mar 20, 2020 - 20:22 EDT
Identified
Because of the rapid onboarding of hundreds of thousands of people, the carriers marked our SMS invites spam and are not being delivered by carriers. This is out of our control but we are working directly with our vendor to see if there is any way we can get the spam lifted during this national emergency.

We understand this is impacting how you invite patients. There are still ways to get it to them: https://help.doxy.me/en/articles/95870-how-to-invite-a-patient-to-your-room

You could also use a service like Google Voice to send these out in the meantime: https://support.google.com/voice/answer/115116?co=GENIE.Platform%3DDesktop&hl=en

Simply copy the SMS template from Doxy.me and then send it to your patient via Google Voice.

You can use your own phone to text them if you don't mind them having your phone number.
Posted Mar 20, 2020 - 11:01 EDT
This incident affects: Infrastructure (Twilio).