Why can't I send a text message?
If you’re unable to send a text message in Second Door, there are a few common reasons.
Texting availability depends on account setup, patient consent, and where the patient is in the digital front door lead workflow.
1. Texting Is Not Enabled on Your Account
SMS must be enabled for your organization. If texting is not enabled, you will not be able to send messages.
If you’re unsure whether SMS is active for your account, contact Second Door Support.
2. The Patient Is No Longer in an Active Lead Stage
Two-way texting inside the Lead Dashboard is only available while a patient is in an active lead conversion stage.
Once a lead is scheduled, marked closed won, or marked closed lost, two-way texting through the digital front door is automatically disabled.
If a patient replies after conversion, they will receive an automated message directing them to contact the clinic directly.
This prevents active patients from attempting to manage appointments through an unmonitored lead thread.
3. The Patient Has Not Opted In (or Has Opted Out)
Patients must opt in to receive text messages. You may not be able to send a message if:
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The patient has not completed the required opt-in process
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The patient replied STOP or unsubscribed
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The patient previously opted out through a campaign
If a patient has opted out, texting will be blocked.
Note: In some cases, opt-out status may not be immediately visible in Second Door. If you suspect this is the issue, contact support.
Additional Notes
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Campaign texting and lead texting use the same approved sending number.
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SMS availability depends on your organization’s approved messaging configuration.
What to Do Next
If texting should be available and you still cannot send a message:
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Confirm SMS is enabled for your account
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Confirm the patient has opted in
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Confirm the patient is still in an active lead stage
If all three are correct, contact support for further troubleshooting.