ITSCO
Who receives your message
A shared ITSCO care number connects you to your assigned providers through the app. It is a business inbox, not a provider’s personal phone. If more than one active provider is assigned to you, those providers can see the shared conversation and your replies.
Authorized support and administrative staff may also access messages for their work. Messaging one person does not make the conversation private from other authorized members of the team. Staff access is governed by their role and permissions.
A new number, a shared family number, or an unclear sender may need verification before routing. Such messages can be held for support review. Tell the organization if your number changes; do not send sensitive details to establish your identity.
When your providers are away
Availability is based on each assigned provider’s work schedule and away settings. If one provider is available, the conversation stays with the available care team. If all assigned providers are unavailable, your message is saved for their return.
When you receive an after-hours support offer, reply SUPPORT to request urgent support review. Without that reply, the message waits for your providers; it is not automatically forwarded for urgent review. Authorized administrative access still applies.
SUPPORT opens a high-priority request and alerts available support staff, with available administrators as backup. Unclaimed requests receive reminders. Someone must claim the request, respond in the app, and close it when handled. An automated acknowledgment or delivery receipt does not mean a person has read your message.
If nobody is available, the request remains queued. Urgent support priority does not promise immediate, overnight, or 24-hour care. Support replies securely through the app; phone alerts do not include the client’s message.
Reminders, links, and account updates
Depending on your selected subscriptions, you may receive appointment or service reminders, schedule changes, cancellations, account notices, or links to sign in. Follow the instructions in each message; available reply options depend on that request.
When an appointment reminder asks for it, reply Y to confirm, N to cancel, or R to request rescheduling. A rescheduling request is not a confirmed replacement appointment. School-visit notices do not require confirmation; follow the notice to let the team know about an absence or problem. Continue reporting school absences to the school.
Meeting and account links may require sign-in or verification. Keep personal links private. Review detailed balances, records, and sensitive information in your account rather than sending them by ordinary text.
For staff: alerts and optional voting
Staff have separate communication choices for reminders and announcements, message-waiting alerts, and optional polls. Where enabled, these can include supervisor messages, schedule updates, meeting or session links, and training notices.
A message-waiting alert asks you to open the app. Client content stays in the app; this guide does not enable forwarding full conversations to a personal phone. An urgent alert still requires someone to take responsibility for the request.
Poll instructions specify the response options and any event code. Authorized organizers can see responses; voting is not anonymous. Eligible participants can view final aggregate results in the app after voting closes, with an optional results text selected for each poll.
You control your text choices
Reading this guide, accepting terms, or giving ITSCO your phone number does not enroll you in recurring texts. Choose Yes or No for the offered message types. You may decline optional texts and arrange another available way to communicate.
An incoming text allows a response about that request; it does not enroll you in reminders or promotions. Promotional messages require a separate affirmative choice. Message frequency varies; message and data rates may apply.
Reply STOP to stop the sending program, or HELP for assistance. Stopping a program stops its shared message purposes, even if different staff use it. Other programs may use separate numbers; contact support to stop all texts. Opting out does not erase records that must be retained.
Keep sensitive information in your account
Messages and related communication records are retained in the app and, where applicable, associated with the client’s record. They are accessible to authorized staff according to their responsibilities.
Ordinary SMS can be seen on lock screens, shared devices, phone backups, and carrier systems. Use the designated secure channel for sensitive records. A messaging campaign’s approval does not certify every communication as HIPAA compliant.
Calls, voicemail, recording, transcription, and personal-phone forwarding are separate features. This guide does not activate them or provide consent to record a call. Ask the organization which services are currently available.
Not for crises or emergencies
Do not wait for an app or text reply during a crisis. In the United States, call or text 988 for suicide or emotional distress. Call 911 for immediate danger or a medical emergency. This messaging service is not an emergency service and is not continuously monitored.
Questions for ITSCO
For help with messaging or another way to communicate, contact support@itsco.health. Your organization’s terms, privacy notice, and program-specific consent explain the services and choices that apply to you.