Chapter 9: Communications (SMS & Fax)
Chapter Overview
What You'll Learn:
- How the Communications sidebar section works
- Usage meters and buying credits
- Fax Inbox and unmatched SMS assignment
- SMS / Fax notification toggles
- SMS Templates (production)
- Automated physician signature fax after QA Approve
- Sending SMS/fax from a patient or care order
Who Should Read This: Agency Administrators, Schedulers, Clinical Managers, anyone with communications permissions
Text-only. Labels match the screen.
9.1 When You See Communications
Sidebar section: Communications
Visible when:
- Agency communications status is ACTIVE
- Agency is not billing-only
| Nav item | Route | Notes |
|---|---|---|
| Communication Usage | /dashboard/communications-usage | Page title: Communications Usage |
| Fax Inbox | /dashboard/fax-inbox | |
| SMS Notifications | /dashboard/sms-notifications | |
| Fax Notifications | /dashboard/fax-notifications | |
| SMS Templates | /dashboard/sms-templates | Hidden in sandbox |
Agency phone/fax numbers for SMS/eFax appear under Settings → Account Profile → Communications numbers (Chapter 4). Empty values show Not provisioned yet.
9.2 Communications Usage
Page: Communications Usage
Subtitle: Monitor your SMS and fax allowances, buy top-up credits, and review purchase history.
Actions: Refresh · Buy more credits (needs buy-credits permission and self-serve top-up; otherwise contact your Betasky account manager)
Meters:
- SMS segments · Fax pages
- Labels Plan: / Wallet:
- Current month — {yyyy-mm}
- Plan included resets on the monthly cycle; top-up wallet credits do not expire
Top-up purchase history with filters:
- Source: All sources / Stripe / Manual
- Channel: All channels / SMS / Fax
Columns: Date, Source, Channel, Quantity, Amount, Status, Reference, Note.
Statuses: Completed, Partial refund, Refunded.
Buy flow: Buy communications credits → choose SMS segments / Fax pages → Review order → Pay $X — Continue to Stripe.
9.3 Fax Inbox
Page: Fax Inbox
Inbound faxes can be assigned to an episode and optionally attached to documents (e.g. Plan of Care).
Actions: Refresh · View PDF · Assign (assign permission required)
Filter: Unassigned / Assigned / All inbound
Columns: Received · From · Pages · Status · Assignment · Actions
Chips: Assigned / Unassigned
Also: section Unmatched inbound SMS (empty: All clear — no unmatched messages) with Assign.
Assign dialogs
- Assign fax to episode / Assign SMS to episode
- Search patient → Patient → Episode
- Attach: No — timeline only / Yes — attach
- Attach to options such as Plan of Care / SOC|ROC|Recert, Physician Order
- Assign to episode / Assign & attach
- Viewer title: Inbound fax
9.4 SMS Notifications
Page: SMS Notifications
Subtitle: Manage which SMS notifications your agency receives
Banner: About SMS Notifications (Mandatory locked / Optional / wallet credits).
Categories: Visit Notifications · Clinician Alerts · Staff & Care Coordination · Physician Communications · System Messages
Columns: Name · Description · Recipient · Status
Recipients: Patient / Clinician / Physician / Staff
Status: Mandatory / Enabled / Disabled
Confirm changes in Confirm SMS Notification Change.
9.5 Fax Notifications
Page: Fax Notifications
Banner: About Fax Notifications (automated physician signature faxes; also relates to manual Send Fax).
Group: Physician Communications with the same Enabled/Disabled/Mandatory pattern.
Confirm: Confirm Fax Notification Change.
Automated physician signature fax (important)
When QA uses Approve & Finalize on an assessment that needs physician signature (OASIS SOC, Recertification, ROC, and matching Non-OASIS paths), Betasky can automatically queue a fax to the episode physician — you do not need to open the chart and click Send fax for that first send.
Requirements:
- Communications ACTIVE for the agency
- Physician signature fax type Enabled / Mandatory on this page (not Disabled)
- Physician has a valid fax number
Related: SMS Physician Communications toggles on SMS Notifications can send a signature nudge SMS at the same time.
If automation is off, the agency is sandbox, or the fax type is Disabled, staff must use manual Send fax (section 9.7). Full QA flow: Chapter 22.
9.6 SMS Templates (production)
Page: SMS Templates
Customize patient and staff messaging templates for your agency.
Not available in sandbox.
Actions: Refresh · Add template
Row: View / Customize for agency / Edit / Deactivate / Activate
Columns: Name · Category · Slug · Type (System / Custom) · Status (Active / Inactive) · Actions
Dialogs: New template / Edit template / Customize system template · Preview · Deactivate template?
9.7 Send SMS / Send Fax from the Chart
On Patient or Care Order → tab Communications
Subtabs: SMS · Fax · Notes
Buttons:
- Send SMS
- Send fax
- Log call (Notes)
Modals: Send SMS / Send fax → confirm Confirm SMS / Confirm fax.
Uses wallet/plan credits per your usage meters.
Manual Send fax is not the only path after QA Approve. For SOC / Recert / ROC physician signature, the system usually auto-faxes when Fax Notifications allow it (section 9.5). Use this tab to send ad-hoc faxes, resend, or cover cases where automation did not run.
9.8 Common Mistakes
- Looking for Communications on billing-only — section is hidden.
- Looking for SMS Templates in sandbox — hidden.
- Expecting numbers before provisioning — Account Profile shows Not provisioned yet.
- Leaving Fax Inbox unassigned — payments of attention for inbound clinical faxes.
- Thinking staff must always manually Send fax after QA Approve SOC/Recert — automated physician signature fax usually runs first when notifications are enabled.
- Disabling physician signature fax types and then wondering why Approve never faxed the MD.
9.9 Quick Checklist
- Communications ACTIVE and numbers provisioned
- Usage meters understood; top-ups if needed
- Notification toggles set for agency policy (including physician signature fax/SMS)
- Staff understand QA Approve can auto-fax; manual Send fax is for ad-hoc / resend
- Staff know Send SMS/Fax on the Communications tab