One thread per patient. Every channel.
Texts on the clinic phone, emails in someone's Outlook, web chats nobody watches and voicemails nobody returns — all of it in one conversation, with the patient's record beside it.
Four ways in. One place to look.
SMS
A single business number per clinic, sent through Twilio on a registered messaging campaign. The composer counts down to the 160-character limit so a template doesn't quietly become three messages.
Replies thread back onto the right conversation automatically, with attachments supported both ways.
Web chat
Conversations from the chat widget on your website arrive in the same inbox, with ADA's answers visible in the thread and clearly marked as automated.
Phone
Call activity appears in the thread alongside the messages, so you can see the whole history of contact with a patient in one place. Connects through your RingCentral account.
Filler · returning · Dr. Maren Needs follow-up
Clinical question — handed to the team rather than answered.
Seen day 3 post-filler. Booked review for Friday. — Kate
Clinic chat and patient chat
never get mixed up
The inbox has two lanes. Patient conversations on one side, internal team channels and announcements on the other. A note you write about a patient is an internal note — it sits in the thread for your team and is never something a patient can see.
- Assign a conversation to a teammate, with ownership visible in the list
- Label it, flag it as needing follow-up, or mark it awaiting a reply
- Set a priority that shows in the queue
- Response-time thresholds raise an alert when a thread has been waiting too long
- Typing indicators, read receipts and presence, updating live
The right message on
the right chart
A conversation is attached to a patient deliberately, with a check that the contact details genuinely belong to them — so a shared family email address never puts one person's message on another's record.
Where a thread involves more than one patient, it's shown as exactly that rather than forced onto a single chart.
Write it once.
Use it everywhere.
Reusable SMS and email templates your team drops into a conversation in one click.
Merge fields come from a single shared registry, so the same
{{patient_first_name}}
works in a template, in an automation step and in a marketing campaign.
Fields exist for appointments, leads, referrals, waitlist offers and unsubscribe links. Need a new template and don't want to start from a blank box? Describe the occasion and have a draft generated, then edit it.
Hi {{patient_first_name}}, thank you for visiting {{clinic_name}} — here's your aftercare for {{appointment_type}}…
Hi {{patient_first_name}} — you're booked for {{appointment_type}} on {{appointment_day}} at {{appointment_time}}. Reply here if you need to change it.
Stop checking four
places for one answer.
Twenty minutes, your own channels on screen, and you'll see every conversation in one thread.