If you have any questions about these product specifications, please reach out to support@lumahealth.io.
Hosted Communications allows you to communicate with patients with phone numbers and email domains they recognize. This means your outbound communications can reach patients via a recognizable number or email, improving response and engagement rates.
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.
Hosted SMS Communications
Feature
Description
Host an existing SMS number
Providing a historical phone bill proving ownership of a given number, and signing a subsequent Letter of Authorization (LOA), will allow Luma to set up your number as an outbound line for product messaging.
Use a newly-created, local 10-digit outbound number
In cases where an existing number is unable to be hosted, Luma can set up a new number using a local area code of your choosing. As long as numbers are still available for purchase in this area code, a new number (or multiple numbers if desired) will be created during the implementation process and assigned to your account.
Hosted Email Communications
By default, Luma sends emails from an address of no-reply@lumahealth.io. You can choose to send emails instead from a domain name you already own and operate, lowering the possibility that your patients think an important healthcare email is spam.
Feature
Description
Hosting of an existing email domain
By installing a set of Luma-provided DNS (Domain Name System) records, you can send any Luma-generated emails from a domain of your choosing, for example “@care.YourHealthSystem.org”.
Email name and image
You can change the sender’s name and image associated with Luma emails, so email messages to patients come from an easily recognizable and familiar contact.
Hosted Voice Communications
Feature
Description
Caller ID setup
When Luma messages patients via voice calls, a custom outbound number and caller ID can be set up to appear on the patient’s phone. This can help give patients confidence to pick up a call from a number they may not already have in their contacts.
Facility-specific caller IDs
Unique caller IDs can be set up for individual appointment facilities, or a general caller ID can be used across facilities for a consistent communication experience.
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.
