The SMS tab makes it easy to start new conversations, reply to patients, and use built-in tools—such as templates, payments, AI assistance, and translation—to streamline patient communication.
Accessing SMS
The SMS tab is available from the bottom navigation bar on every page.
A number badge on the SMS icon indicates unread incoming messages
Clicking SMS opens the messaging panel, where you can view and send messages
Viewing Existing Conversations
When the SMS panel opens, you’ll see a list of conversations on the left.
Conversations include both incoming and outgoing messages
Click a conversation to view message history or reply to the patient
Starting a New Message
To start a new text conversation:
Click the pencil icon in the upper-right corner of the SMS panel
Enter the patient’s name or phone number
Select the correct contact from the list
You can also send messages to any phone number, even if it is not linked to an existing patient record.
Writing & Sending a Message
Type your message in the text field at the bottom of the screen.
When you’re ready, click Send to deliver the message.
Using Message Composer Tools
The message composer includes several actions located directly under the message box. These tools allow you to complete common patient workflows without leaving the conversation.
Available Composer Actions
You can use the following tools when sending a message:
Send Treatment Plans: Share treatment plans directly with patients via text.
Send Forms: Send digital forms or consent documents for patients to complete.
Send a Payment Request: Send a secure payment link so patients can submit payments quickly.
Send a Review Request: Prompt patients to leave a review after an appointment or visit.
Use Templates: Insert prewritten messages to respond faster and maintain consistency.
Add Emojis: Personalize messages with emojis for a more friendly tone.
Include Attachments: Attach documents, images, or links to share additional information.
📌 Availability of certain actions may depend on your account setup and user permissions.
Using AI Message Assistance
The star cluster icon in the message composer allows you to use AI assistance when writing messages.
AI tools can help you:
Rewrite or refine your message
Improve clarity and tone
Correct grammar and phrasing
AI suggestions are optional, and you remain in full control of the final message sent to the patient. 📌 You must have Ops AI to use this feature.
Translating Messages
The SMS composer includes translation tools that help you communicate clearly with patients in their preferred language.
Translating Outgoing Messages
Before sending a message, you can translate your text directly from the message composer.
Translate messages into the patient’s preferred language
Improve communication with non-English-speaking patients
Reduce misunderstandings and follow-up questions
Translating Incoming Messages
You can also translate messages received from patients.
To translate an incoming message:
Hover over or click the three-dot menu next to the patient’s message
Select See Translation
The translated message will appear for easy reference
This allows your team to quickly understand patient responses without copying text into an external translation tool.
Why this matters
Supports multilingual patient communication
Reduces response delays
Keeps all translations within the SMS conversation
Reviewing & Sending
Before sending a message:
Confirm the correct recipient
Review message content and attachments
Verify any payment or review requests
Click Send when ready. Your message will appear in the conversation thread once delivered.
Helpful Tips
Keep messages clear and concise
Avoid sharing sensitive clinical details via text. Instead, consider sending a secure message to the patient portal.
Use templates to save time on common responses
Check the patient opt-out status if a message fails to send.