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  2. FAQ and Troubleshooting

How do patients reply to NHS Mail messages

NHS Mail provides a 'one way message', that is a message from 'NHS-NoReply' and as this suggests, it is not possible to reply to these messages.

MJog works around this NHS Mail limitation by adding a <textback number>. This is a special number that can be included in your messages (via the <textback number> field) that allows Patients to reply to your messages.

Replies are commonly used for appointment cancellations and requesting information back from Health Campaign messages.

How to reply

Once you have added the <textback number> to a message template, messages received by Patients will include a special mobile number that the Patient can send a message to. To send a message, the patient would normally press and hold the number and select 'Send message to' if using a Smartphone, or select the 'Use number' menu on older phones. They can then simply type their response and send.

What does it cost

MJog makes no charge for replies, therefore the Patient will simply pay their standard text message rate.

How do I add the <textback number>

The message template editor allows you to add the <textback number> field into any text message. It is recommended to be very precise about what you want in terms of a response and to request short or numeric responses to avoid typing mistakes. It is also recommended that you specifically ask the patient to send <response> to <textback number> For example:

Please send CANCEL to <textback number>


Please send 1 to <textback number>

When MJog receives a response, the case of the response is unimportant, however it will only work on the first word of the response.

Thus CANCEL and cancel are the same.

However, "Cancel this appointment" would be treated as an appointment cancellation, where as "Please cancel this appointment" would not because "Cancel" was not the first word.