FAQ - General

Recipient Issues

Where do replies go?

All replies to messages sent from HealthTXT appear in the Inbox in the Web Portal. Replies are attached to the original message in a ‘thread’ so you can keep track of your conversations.

If you have configured a ‘callback URL’ messages will also be delivered to your own server.

If you have the HealthTXT app installed, messages will also be delivered to the app.

If you have ‘forward2mobile’ enabled, messages will be forwarded to your phone.

Why is the recipient receiving the same message repeatedly?

This is rare but it does occur when the there is a communication glitch between the recipient’s handset and their network, that stops the phone from acknowledging that it has received the SMS.

When this happens the carrier continues to attempt to deliver the same message (as per its store and forward procedures) until it receives an acknowledgment from the phone. This situation results in multiple messages on the handset if the handset does not acknowledge properly (if they all have the same sender number ).

We have found that doing a hard restart of the phone fixes the issue. The recipient should simply pull the battery from the handset, wait a few seconds, reinsert the battery and power the handset up again

Branding and Marketing

Can the recipient see a name instead of a number when they receive a message?

Due to regulation, this is currently not available in New Zealand. To work around this, you can turn on Consistent Numbering in your Company Settings and ask recipients to save the number in their phone as your organisation's name. 

More Information

Where can I get a copy of the 'service rules'?

You can request a copy of the Service Rules from Support. As these are dictated by mobile network providers, they are subject to change.

Please provide an email address that they can be sent to.

When is a message billed to my account?

Messages are charged when submitted to the carrier.