Communication

How do I send a manual text message to a lead?

A personal text from a real person — sent at the right moment — can reach leads that automated messages never do, and it only takes 30 seconds.

Open the contact record or find them in Conversations

You can text a lead two ways: (1) open the contact from the Contacts tab and click into their conversation thread, or (2) go directly to Conversations in the left sidebar and search for their name or number. Either way lands you in the same message thread.

Make sure you're in the SMS channel

Inside the conversation thread, look at the message composer at the bottom. You'll see channel options — SMS, Email, and possibly others. Click SMS to make sure you're sending a text, not an email. The channel icon in the toolbar shows which is currently active.

Type your message in the text box and hit Send

Click the message input box at the bottom of the conversation, type your message, and press Enter or click the Send button (paper plane icon). The message will be sent from your practice's RootLogic phone number, not your personal cell.

Check for a DND or SMS opt-out before sending

Before you type anything, glance at the top of the contact record for a DND (Do Not Disturb) badge or an SMS opt-out indicator. If DND is on, your message won't be delivered. If they replied STOP to a previous text, manual SMS is also blocked. In either case, call instead.

Important: If a contact has DND enabled, no outbound communication — automated or manual — will reach them via text or email. The only way to reach a DND contact is by phone call.

Pro tip: Keep manual texts short and conversational — "Hi [Name], it's [Your Name] from [Practice]. Just wanted to make sure you got everything you needed. Happy to answer questions or get you scheduled." Reads human. Converts better than a formal paragraph.

How do I send a manual text message to a lead?

Related articles