Patient-Initiated Texting

Patient-Initiated Texting allows patients to start text conversations with your clinic, including new patients who have had no prior communication with your organization through Luma Health. When a patient sends your organization a message using patient-initiated texting, the message is forwarded to the Hub for your teams to review. All patient-initiated chats start in the Unassigned category in the Hub.

The functionality described in this document is native functionality available within Luma. Any functionality or capabilities that your organization might want or need that isn’t outlined here may be subject to a Statement of Work. For more information, refer to the Statement of Work document.

Core Functionality 

These features are on by default in your Luma account. Some of these features can optionally be configured based on your organization’s needs.

Please note that certain syncing methods, such as Secure File Transfer Protocol, may require a Statement of Work. For more information, refer to the Statement of Work document.

 

Feature	Description
Enable Patient Initiated Texting	Allow patients to start text conversations with your clinic, including new patients who have had no prior communication with your organization through Luma Health.
Receive patient-initiated chats in the Hub	Patient-initiated chats appear in the Unassigned queue of the hub, where staff can review and assign the message as needed.
Configure the number that patients text when sending a message through patient-initiated texting.	You can configure patient-initiated texting to use a toll-free number, your clinic’s number, or another number you choose. If your organization wants to use a 10DLC number for patient-initiated texting, you must register for Application-to-Person (A2P) messaging.

Additional Configurable Functionality

The following features are off by default in a Luma account and can be configured for organizations that would benefit from these features.

Feature	Description
Enable patient identity verification	Luma asks for information to help identify the patient. If Luma can’t identify the patient from the received information, or the information doesn’t match any existing patient profile, Luma assigns the patient a randomized placeholder profile. Staff can then accept the chat and verify the patient’s identity.
Configure message shortcuts for responding to patient-initiated messages	Create custom message shortcuts that users can leverage to quickly respond to patient-initiated texts.

Training and Documentation Materials

Feature	Feature definition
Help Center	The Help Center is Luma’s online library for self-service support content. Users can access the Help Center directly from within their Luma account. From within the Help Center, users can submit tickets to Luma Support for additional assistance.