Sending direct messages to patients is a quick and effective way to follow up on reviews, reminders, or updates. Doctify makes it possible to contact patients individually or in bulk via your dashboard. To ensure your messages are sent successfully, your CSV file must be correctly formatted before uploading.
How to Prepare Your CSV File
Check phone number format
✅ Correct: +447872345678
❌ Incorrect: 07872345678 or 00447872345678
Always include + and the country dial code.
Do not include spaces or leading zeroes.
Create your file in Excel or Google Sheets
Open a spreadsheet software (Excel or Google Sheets).
Enter patient mobile numbers in rows under one column named mobile_number.
Save or export the file as CSV format.
For Excel: File > Save As/Download > CSV.
Prevent Excel from converting numbers to formulas
When typing phone numbers, start with an apostrophe (') before the +.
Example: '+447872345678 (the apostrophe will disappear after you move on).
You can also create a custom number format of +# in the cell format settings and apply it to the column of data. This will ensure Excel does not automatically adjust the structure of the number.
Sending Messages in Bulk
In the Reviews section, click Send in bulk.
Download the CSV file template: bulk_import_mobile_number_template.csv
Make sure the title of your column is: mobile_number
Add up to 250 patient mobile numbers in the correct format.
Upload your completed file.
Review your upload and click Submit—Doctify will send the messages for you.
Error Messages and How to Fix Them
If there’s a problem with your file, the system will let you know and provide guidance.
1. File not accepted
Causes:
File is not in CSV format.
File size exceeds 10MB.
Solution:
Upload a valid CSV file under the size limit. You’ll see a “Clear” button to try again.
2. Errors found within the CSV file
What happens:
The system shows an “Errors detected” message.
You’ll have the option to download a CSV error report.
A “Clear” button will let you return to the upload screen.
Error report examples:
Error Location | Explanation | Solution |
Column X | Unrecognised column name | Ensure your file has only one column named mobile_number. Remove all others. |
Number of Rows | File exceeds 250-row limit | Split the file into multiple uploads of 250 rows or less. |
Row X | Invalid phone number format or characters | Fix the mobile number to match format (e.g. +447700900900). Remove extra spaces or characters. |
