1. Program summary
| Program name | Aptiva Appointment Customer Care |
|---|---|
| Program operator | Aptiva, a product and service operated by Aptiva LLC |
| Use case | Appointment-related customer care for participating dental practices |
| Message sender | The specific dental practice named in the consent disclosure and each message |
| Consent | Express written consent obtained and retained by that practice before sending. Enrollment is not offered on this website. |
| Message frequency | Varies based on appointment availability, scheduling activity, and patient replies |
| Charges | Message and data rates may apply |
| Opt out | Reply STOP |
| Help | Reply HELP, contact the practice, or email Aptiva at support@getaptiva.com |
2. How patients opt in
Before sending appointment-related messages through Aptiva, each participating practice must obtain and retain the patient’s express written consent for messages from that practice. Consent must identify the sender and message types and be voluntary. A phone number in a practice system, an existing patient relationship, or a prior appointment is not SMS consent.
Consent for one practice does not authorize messages from another practice. Declining SMS does not prevent a patient from receiving dental services. The practice must provide another way to manage appointments.
Example consent disclosure
This is a proposed disclosure for a practice’s own consent process, not an enrollment form. The practice name below is an example field that the practice must replace with its actual identity.
“I agree to receive appointment-related text messages from [Dental Practice Name] through Aptiva, including appointment openings, scheduling, confirmations, and rescheduling. Message frequency varies based on appointment availability, scheduling activity, and my replies. Message and data rates may apply. I may reply STOP to opt out or HELP for assistance. SMS consent is optional and is not a condition of receiving dental services. I can review the Aptiva Privacy Policy and SMS Terms & Conditions.”
The practice must also supply its own campaign-relevant Privacy Policy and Terms & Conditions URLs and contact information, matching the sender and actual consent process. Its terms must be publicly available on its business domain. The consent process must capture an affirmative written agreement and retain the disclosure version, date and time, mobile number, sender identity, and evidence of the patient’s choice. Do not preselect SMS consent or combine it with a required service agreement.
Enrollment confirmation
After consent is recorded, the proposed program sends an enrollment confirmation identifying the practice:
“Aptiva for [Dental Practice Name]: You are enrolled to receive appointment-related texts, including openings, scheduling, confirmations, and rescheduling. Message frequency varies. Message and data rates may apply. Reply HELP for help or STOP to opt out.”
3. Example messages
- “Aptiva for [Dental Practice Name]: An appointment opening is available on [Date] at [Time]. Reply YES to request this time or NO to decline. Reply STOP to opt out.”
- “Aptiva for [Dental Practice Name]: We received your request for [Date] at [Time]. The practice must review availability before confirming. Reply HELP for assistance or STOP to opt out.”
- “Aptiva for [Dental Practice Name]: Your appointment for [Date] at [Time] needs to be rescheduled. Reply with a preferred day or time, or call [Practice Phone]. Reply STOP to opt out.”
- “Aptiva for [Dental Practice Name]: A new appointment time has opened on [Date] at [Time]. Reply YES if you would like to request it. Availability is not guaranteed until the practice confirms. Reply STOP to opt out.”
- “Aptiva for [Dental Practice Name]: Need help with an appointment or scheduling request? Reply HELP or call [Practice Phone]. Message frequency varies. Message and data rates may apply. Reply STOP to opt out.”
4. YES is not opt-in
When Aptiva asks a patient to reply YES to request a specific appointment opening, that reply is a scheduling request—not the patient’s original SMS enrollment. The participating dental practice must already have recorded valid consent before sending the appointment-opening message.
5. Opt out
Reply STOP at any time to opt out. The program must stop further messages after an opt-out, except for one final opt-out confirmation. Standard opt-out keywords must also be honored. Opting out stops messaging; it does not cancel an appointment. New express written consent is required before any later enrollment.
6. Help
Reply HELP for assistance when the live program is operating, or contact the practice directly about an appointment. Aptiva program support: support@getaptiva.com. For appointment-specific questions, contact the practice identified in the message.
Message delivery is not guaranteed. Mobile carriers are not liable for delayed or undelivered messages.
7. Mobile information and privacy
Telecommunications, hosting, security, and technical vendors may process information only as needed to operate or protect the service and are not authorized to use consent data for their own marketing.
8. No clinical or emergency use
The program is for appointment-related customer care. It is not for medical emergencies, urgent clinical needs, or automated medical advice. Clinical or unclear replies should be routed to qualified practice staff.
9. Policies and contact
Review the Privacy Policy and Terms & Conditions. Questions about the Aptiva SMS Program may be directed to Aptiva LLC at support@getaptiva.com.