Why this is changing
To keep our messages reliably delivered and align with new regulations set by mobile carriers, Solv is moving to an explicit opt-in consent model: patients now have to actively check a box (or tap a button) to agree to receive texts.
This update protects patients' choice about what lands in their inbox, and it protects clinics from message delivery issues.
How it works
Patients are asked for consent at two points: online booking and check-in.
Important: booking and check-in are never blocked. If a patient leaves the box unchecked, they can still complete their booking or check in as normal. The only thing that changes is whether we're able to text them afterward.
If a patient skips the checkbox at booking, they get an additional chance to opt in on the next screen, when they're prompted to complete paperwork:
Tapping "Text me my paperwork" (or the telemed equivalent, "Text me a link to join") counts as a valid opt-in and will allow your clinic to text the patient.
Without consent, we are not allowed to text the patient. In cases where consent hasn’t been given, staff will see a prompt in Solv to reach out to the the patient and get consent to text when possible. If the patient does not consent or cannot be reached, here's how each affected workflow can be handled instead:
Paperwork: completed in the clinic through the front desk handoff workflow.
Telemed video links: staff should manually send via email, if an email is on file.
Post-visit payment and billing reminders: an automatic email will send when a positive-balance invoice is generated. Additional configuration may be needed to send follow-up payment reminders. Please reach out to our support team via Live Chat or email [email protected] if you have questions about your configuration.
What the front desk sees, and how to act on it
The queue and inbox now show each patient's texting status, so staff never have to guess before sending something.
There are three statuses you'll see:
Status | What it means | Can staff take action? |
Needs consent | Patient left the box blank | Yes — ask the patient, then opt them in |
No badge shown | Patient is opted in | Nothing to do |
Opted out | Patient texted STOP | The patient must text UNSTOP to opt back in. Staff should inform patients on how to do this using the instructions surfaced in manage. |
If a patient shows "Needs consent"
Ask them if they'd like to receive texts. If they say yes, opt them in yourself:
Open the patient's record, click Actions, and select Opt in to SMS.
If a patient shows "Opted out"
This means the patient previously texted STOP, which is a carrier-level block. Staff cannot re-enable texting for them from the queue or inbox — only the patient can undo it, and only by texting UNSTOP back to the clinic's number themselves.
When you see this, use the suggested alternatives instead:
Call the patient with their visit details
Email them the paperwork link, if an email is on file
Let them know they can text UNSTOP to the clinic's number if they want texts again
Opting out of text messages is separated into two categories and numbers: transactional (bookings, reminders, paperwork, billing) and marketing. A patient can opt out of one without affecting the other.
Common patient scenarios
"I've been here before." Most returning patients seen within the last year are already marked as opted in automatically — nothing changes for them.
"I'm new and I check the box." They're opted in going forward, including for future visits.
"I'm new and I skipped the box." They show as "Needs consent" in the queue. Front desk can ask and opt them in with one click.
“I opted in last visit but didn’t check the box for my second visit.” The patient remains opted in, and front desk can text them.
"I already opted in, but then texted STOP." They're fully opted out at the carrier level. Staff can't undo this — only the patient can, by texting UNSTOP.
"I don't want marketing texts, but I still want appointment texts." These are tracked separately. A patient can opt out of marketing messages while still receiving transactional texts like reminders and paperwork links.