SMS is now an option for Post-Op Follow-Up Campaigns. Because post-operative instructions are typically longer than a standard text message allows, SMS delivery only works when a Post-Op URL link is included.
Without this link, patients will not receive the post-operative instructions.
Important: SMS for Post-Op Instructions Requires a Link
The SMS option for post-op campaigns notifies patients that their instructions are ready to view online.
Post-op instructions cannot be delivered directly within a text message due to SMS character limits. As a result:
The SMS message must include the Post-Op Campaign URL
The URL directs patients to their full instructions
If the link is missing, the instructions cannot be delivered
This ensures patients always receive the complete and accurate information they need after treatment.
Why Post-Op Instructions Can’t Be Sent as Text Alone
Post-op instructions often include:
Detailed care steps
Medication and pain management guidance
Healing timelines
What is normal vs. when to call the office
Emergency contact details
Because of this:
SMS messages alone are not sufficient
Long messages may be truncated or split
Important information could be missed
Using the Post-Op URL avoids these issues entirely.
How the Post-Op SMS Link Works
When a post-op follow-up campaign is triggered:
The patient receives a short SMS notification
The message includes a Post-Op URL
The patient taps the link to view their complete instructions online
This allows practices to use SMS effectively without sacrificing important clinical information.
Editing the SMS Template
Click Edit next to SMS
Select an existing template or create a new one
Confirm the message includes:
Patient personalization
Practice name and phone number
Post-Op Campaign URL (
{{ post_op_campaign_url }})
Save the template once complete.
Required: The variable {{ post_op_campaign_url }} must be included for SMS delivery to work.
Where to Set This Up in Practice by Numbers
Accessing Post-Op SMS Campaigns
Navigate to the person icon in the top-right corner of the page.
Select Campaigns from the drop-down
Select Follow-Up Campaigns
Scroll to Post-Op
Open an existing post-op campaign or create a new one
Configuring the Campaign
Within the follow-up campaign:
Select the Service Codes that trigger post-op instructions
Choose when the first message is sent (commonly, immediately after the appointment is completed)
Enable Send Text (SMS)
Sending a Second Post-Op Message (Optional)
Post-op campaigns also allow you to send a second message after the initial SMS. This is commonly used to:
Check in on the patient the following day
Reinforce what is normal during healing
Remind patients where to find their instructions
If the second message references post-op care, the Post-Op URL must be included again for patients to access the instructions.
Use Case Example: Crown Placement
Scenario: A patient completes a crown appointment.
Automated Communication:
Message 1 (Immediately after treatment): SMS notifies the patient that their post-op instructions are available and includes the Post-Op URL.
Message 2 (Next day): SMS checks in on healing and reminds the patient to review the instructions using the same link.
Outcome:
Patients know exactly where to find their instructions
Fewer post-op phone calls to the office
Consistent, automated communication for every crown procedure
Why Using Post-Op SMS Campaigns Is Beneficial
When paired with the required URL link, post-op SMS campaigns:
Ensure patients receive complete instructions
Improve engagement compared to email alone
Reduce confusion and follow-up calls
Reinforce care instructions with a second message
Provide a better post-treatment patient experience
Best Practices
SMS for post-op instructions should always include the Post-Op URL
Keep SMS messages short and clear
Use SMS as a notification, not the instruction itself
Include the link again in any follow-up messages
Test your campaign before activating it