Confirm that texting is active for the location and that you opened the correct patient request. Refresh Workspace once and read the full Message history.
A message may not be sent or received if the patient opted out, the phone cannot receive texts, the message was not eligible, or delivery was unsuccessful. A patient who opted out can reply START from the same phone number to resume messages.
If the message remains missing, contact support with the location name, patient phone number, and approximate time. Share message content only when necessary and through the method support requests.