Overview
As part of our ongoing improvements to Prospyr's phone system, your phone number may need to be migrated to a new Twilio account structure.
This migration helps improve reliability, supports current carrier requirements, and provides a more scalable foundation for phone calls and text messaging.
Most of the work is completed by the Prospyr team. There are only a few steps that require your participation.
Before You Begin
Before your phone number can be migrated, your business must complete the Brand Registration process. Brand Registration is required by U.S. mobile carriers for businesses that send text messages. This process verifies your business and allows you to continue sending SMS messages to patients.
Step 1: Complete Brand Registration
Complete the Brand Registration process. Once your registration is submitted, it is reviewed by Twilio and the mobile carriers.
Typical approval time: Approximately 3 business days.
Step 2: Wait for Campaign Approval
After your Brand Registration is approved, your messaging campaign is reviewed. This approval is required before your phone number can be migrated.
No action is required during this step. Prospyr monitors the approval status and will notify you when your account is ready to move forward.
Step 3: Phone Number Migration
Once your campaign has been approved, the Prospyr team will migrate your phone number to your dedicated Twilio account.
Depending on your current phone setup, this may involve transferring an existing Prospyr managed number or moving a number that you currently own.
If your number is being transferred from another provider, additional information may be required before the migration can begin.
Step 4: Choose How Your Number Will Be Used
During the migration process, you'll choose whether your phone number will be used as a Marketing number or a Transactional number within Prospyr.
Marketing Number
Choose this option if you primarily use your existing number for promotional text messages and marketing campaigns. Using your current number for marketing helps preserve your existing SMS reputation along with your patients' marketing opt in and opt out preferences.
A separate number will be provided for appointment reminders, notifications, and patient conversations.
Transactional Number
Choose this option if you want your existing number to be used for everyday patient communication.
This includes:
Appointment reminders
Appointment confirmations
Notifications
Two way patient messaging
This is the recommended option for practices that primarily use text messaging for patient communication.
What to Expect During Migration
Most of the migration takes place behind the scenes.
You may experience a brief interruption to SMS messaging while your phone number is being transferred. Once the migration is complete, messaging will resume automatically.
Your Prospyr team will verify that your phone number, messaging, and conversation history are functioning correctly before considering the migration complete.
Frequently Asked Questions
Will I lose my phone number?
No. Your existing phone number will remain the same.
Will my text message history be preserved?
In most cases, your existing conversation history will remain available after the migration.
Will my practice experience downtime?
You may experience a brief interruption to SMS messaging during the migration, but Prospyr works to minimize any disruption.
Do I need to do anything after Brand Registration?
No. Once your Brand Registration has been submitted, the Prospyr team will monitor the approval process and guide you through any remaining steps if additional information is needed.