Illinois Vet Messenger Documentation and Training

Illinois Vet Messenger (IVM) is a web-based application that facilitates two-way texting with VTH Clients. It is used primarily by Client Services, but it is available for use by anyone with SANDI permissions. Illinois Vet Messenger is a standalone system that uses SANDI login permissions and client and patient lookup. IVM will NOT automatically write to the SANDI Comm Log, but it does provide a clipboard to copy conversations and paste them into the Comm Log while retaining proper formatting. There will be a full integration of IVM with SANDI in the future (date TBD).

IVM Overview

**If anyone sends a message to any of these numbers, they will receive a message to opt in to receive texts if they have not already done so. This 

    Client Opt In:

    1. Ensure the client is set up in SANDI with a valid cell phone number.
    2. Provide the clients with the appropriate texting number below.
    3. Ask them to text yes to the number (It does not matter what they type, “yes”, “in”, “Hi”, etc., anything will work.)
    4. Clients are only required to opt in once via any of the numbers, but the number they text determines which queue they will be sent to.

     Below are the texting numbers used by the group.

    • SAC: 1-844-407-3300
    • LAC: 1-844-410-2300
    • VMSC: 1-844-401-4300

     

    Example of the opt-in process

    1. Client texted “Hi” to 1-844-407-3300 from their cell phone. (Texting anything will work)
    2. An automatic reply is sent asking them to reply YES to opt in.
    3. Yes is sent by the client
    4. A welcome message is sent to the client, completing the opt-in process.
    5. Click anywhere in the blue bar to see the listing of available text queues.
    6. Select the queue you would like to view.
    7. Settings should ONLY be used by service supervisors or managers. 

    Options 

    1. Select the Show Archived slide to see past conversations.
    2. Click the clipboard icon to copy the entire conversation, and go to the SANDI Comm Log and paste it.
    3. When finished with a conversation, select Archive Conversation.
    4. Block Client - See your supervisor or manger before using this feature to block client communication.

    ivm

    Settings (To be used by service area supervisor and managers ONLY.)

    Example of auto-message setup for SAC after hours.

    ivmautoreply

    ivmautoreplysac

    Customer Contact Regulations

    Twilio is our cloud communications platform, often referred to as a Communications Platform as a Service (CPaaS), that allows developers to build communication features like voice, messaging, video, and email into their applications. The IVM uses twilio as our texting platform.

    We are bound by both country, state, and in some cases, local laws and regulations requiring validation of who is using the phone number. To use phone numbers compliantly, Twilio, and its customers must adhere to these regulations. Doing so often means that we must provide adequate identity documentation to the local regulator or carrier. If we don't provide this information, there is a high risk that the local regulators or carriers will disconnect the phone number.

    A  list of Frequently Asked Questions (FAQ)to provide more details about regulations is here Illinois Vet Messenger (IVM) - Regulatory and Twilio Messaging Policy


    Keywords:
    text, message, texting, comm, communication, send 
    Doc ID:
    149045
    Owned by:
    Tina O. in UofI College of Veterinary Medicine Teaching Hospital
    Created:
    2025-03-11
    Updated:
    2025-04-29
    Sites:
    University of Illinois College of Veterinary Medicine Teaching Hospital