You don't need to put a client's cell number in Phone 3 anymore. In CoolFocus 5 a client has a Phones list, and you can add as many numbers as she has. Each number shows what it is (Cell, Home or Work) and has a Text checkbox. Texts go to the number checked for Text, whatever order the numbers were entered in.
Why it changed
In CoolFocus 3, Phone 3 was the texting slot, so many centers learned to move every cell number there. Now each number says what kind of phone it is, so the right number gets the text without anyone having to remember a slot.
Make sure texts reach the right phone
Open the client's record and find Phones.
Check that her cell number is listed as Cell and that Text is checked for it.
Check that OK to Text is on for the client. Without it, CoolFocus won't send her a text from Inbox. See Record a Client's Texting Consent.
If she has an old number she no longer uses, uncheck Text for it or remove it.
Which number each kind of text uses
Inbox texts go to the client's number that's checked for Text.
Appointment reminders go to the phone number on the appointment, the one entered when it was booked. If a reminder went to the wrong phone, check the number on the appointment first, then the client's Phones.
If you still use CoolFocus 3
CoolFocus 3 still shows Phone 1, Phone 2 and Phone 3, and both versions share the same numbers. A number typed into Phone 3 in CoolFocus 3 shows up in the client's Phones in CoolFocus 5, and the other way around. If you see her cell number in Phone 1 instead of Phone 3, that's fine, as long as Text is checked for it.
If a number is missing
When your center moved to CoolFocus 5, some numbers from older records may not have come across. Add the number to the client's Phones, choose its type, and check Text if it's her cell. If a number you expected is still missing, chat with us from the Help button and tell us the client number. We'll check it for you.
A related, separate setting: Client Active vs. Case Active
While reviewing phone numbers, you may also notice a client's record shows as "Active" while an associated Case shows "Inactive" (or vice versa). These are two independent flags:
Client Active: whether the client record itself is active in your organization.
Case Active: whether a specific case for that client is currently open.
A client can be Active with no open cases, or have an Inactive case while the client record itself stays Active. Check both separately if a count or report looks off.