Why don't you see the text or email selection in the drop-down on the message screen in the Inbox?
First, you have to see if there is a cell phone number and/or email address associated with the patient.
The second reason could be that the patient has opted out of receiving 'office updates and announcements'. They may have replied "STOP" to a previous text message or unsubscribed from an email.
In the video, you will see the patient has replied "STOP" to opt-out, and must reply "START" to opt back in. A team member may have manually checked the box to opt the patient out of receiving text or email office updates and announcements messages.
You should never re-enable the text messages or emails unless the patient specifically requests to opt back in or restart messages.