After recognizing numbers you've attempted to contact via SMS/text were undeliverable, PetDesk sends you a list of numbers our system has flagged as invalid. Below is how PetDesk selects the client's number used for SMS texting.
PetDesk chooses a phone number for SMS texting use based on this criteria, in this order:
- Number entered into the "Cell" or "Mobile" field also marked as primary
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Any number with a Type of "Cell" or "Mobile" or similar (but not necessarily marked primary)
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- We recommend listing the Type as 'Cell' or 'Best Cell'
- If a client has a phone number on file as a "cell," but they also have a different phone number on file marked as "primary," PetDesk will prioritize the number marked as "cell"
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Any number marked as primary, regardless of the number's Type (eg. home)
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- Or first number we come across (not marked as work, fax, or emergency) if the above criteria are not met
- If no phone number is marked as cell, PetDesk will choose the number marked "primary" or whatever number is listed first on file, then attempt to use that for SMS
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Additional Notes:
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Phone numbers must be 10-digits without any extensions or additional characters before/after
- Acceptable formatting is (123)-456-7890
- Formatting like (123)-456-7890 ext: 1 or Spouse (123)-456-7890 will not be read correctly
- When a client becomes an app user, we'll default to use the phone number they list in their app profile
- After a successful delivery, the number will no longer be flagged invalid
- Invalid numbers will remain on this list if not addressed (or actually a home/landline)
Related Resources:
What causes phone numbers to show up on the invalid SMS email?
How do I update invalid SMS contacts?