Adding a new line to Artera cannot be done without submitting a new Lines and Resources Request. The process for adding and text-enabling a new line takes approximately two weeks.

Reasons to add a new line:

• Send Triggers
• Re-associating Resources to separate lines
• Manual messaging
• Campaigns Outreach

Adding a new line:

Submit Lines and Resources Request to Support

When submitting a new Phone Line Request, you can have Artera purchase a new number for you (at no additional cost), or text-enable a landline that your organization already owns. 

Request a New Number

If you request to have a new number purchased for you, it will work for Conversational Messaging. We recommend setting up call forwarding to a different number, such as a main line, so that you can receive patient calls if they call the purchased number. If no call-forwarding is configured, phone calls to the purchased number will drop.

Text-enable an Existing Landline

If you are text-enabling an existing landline, a Letter of Authorization (LOA) must be signed by someone with a director-level or higher role in your organization. The LOA confirms that your organization is on record with the service provider as the service customer for the phone number you wish to text-enable and allows Artera to use our telecom provider, Twilio, to send text messages on your organization’s behalf. The LOA will be sent via DocuSign from a member of the Artera Support team with an email address ending with @artera.io

Add a Line to Practice

After submitting a new Lines and Resources request, add the line to the desired Practice by following the steps below. Check out this article on lines to learn about line setup.

1. In your Artera Production environment, select the Practice where you want to add the line(s). Then, navigate to Settings > Practice Settings > Lines.
   
2. Select Add Line in the top right-corner of the page.
3. Enter a Line Display Name and the Outbound Phone number (10 digits, no characters):
   
4. Select the Resources to associate with the line. Most customers associate lines with Locationsand configure their Triggers to use the Location Resource. For example, an Appointment Trigger will automatically send from the line linked to the Location Resource where the patient is scheduled.
   NOTE: The line should be enabled before you add Resources to the line. If you add Resources to a disabled line, Triggers will fail to send.
   
5. Set Line Hours and an After-Hours Auto-Response, if needed. Click here for additional information. 
6. When ready, select Save Line in the upper-right corner.

The Outbound Phone will display as "pending" until Artera completes the text-enablement process. To delete a line or update an outbound phone number that is enabled, submit an Artera Support Case. Additional information on this process can be found here.

Update User Resources

Update User Line Permissions for the new line(s) or add new users to service the line(s). 

1. Navigate to Settings > Practice Settings > Users.
   
2. Add or edit a Staff User
   1. Add Staff User:  Select + Add User. Then, enter in the user's information and associate lines with that user. If you leave the Line Permissions field blank, the user will not be able to view Patient Channels or message patients. 
      
   2. Edit Staff User: Select the user's (...) Actions menu and choose Edit User. Add the line(s) to the user's profile.
      
      

Next Steps: Updating Triggers

Once you have received confirmation that your line(s) have been text-enabled, update your Triggers. Follow the steps outlined here to ensure your Triggers are set up for the newly added line.