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The Communication Hub centralizes all patient communication into a single interface. Instead of switching between email, SMS, and WhatsApp, your team manages every conversation from one place — with full visibility into message history, status, and attachments.
Requires send_messages permission — Staff must have the messaging permission enabled in their profile to access the Communication Hub.

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Message types

our support teams five communication channels, all managed from the same interface.

SMS

Text messages sent to the patient’s registered phone number. Best for short appointment reminders and confirmations.

Email

Full-format messages with rich text and attachments. Ideal for detailed instructions, treatment summaries, and financial documents.

Portal

In-app messages visible in the patient’s portal account. Useful for secure communication that stays within the platform.

Call Log

Record phone call details — date, time, duration, and notes — to maintain a complete communication history without actual call recording.

WhatsApp

Messages sent via WhatsApp integration. Popular with patients who prefer messaging apps over email or SMS.

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Conversation rules

To maintain professional boundaries and organizational clarity, The platform enforces conversation rules based on roles.

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Who can message whom

InitiatorRecipientRule
PatientReceptionistAlways allowed — patients can reach reception at any time
ReceptionistPatientAlways allowed — reception handles routine patient communication
DoctorPatientCan initiate if no existing conversation exists
AdminAnyoneUnrestricted — full access to all messaging
Once a doctor initiates a conversation with a patient, both parties can continue the thread. The restriction only applies to the first message.

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Why these rules exist

Conversation rules ensure that routine patient inquiries flow through reception first, keeping doctors focused on clinical work. Admins retain full access for situations that require direct intervention.

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Sending a message

1

Open the Communication Hub

Navigate to the Communication section from the sidebar.
2

Select or start a conversation

Choose an existing conversation from the list, or click New Message to start a new one. Select the patient you want to message.
3

Choose the channel

Select the message type — SMS, Email, Portal, or WhatsApp. The available channels depend on the patient’s contact information (e.g., WhatsApp requires a phone number).
4

Compose and send

Write your message. Attach files if needed (images, PDFs, documents). Click Send.

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Message status

Every message is tracked through a status lifecycle:
StatusMeaning
UnreadThe message has been received but not yet opened
ReadThe recipient has opened and viewed the message
RepliedThe recipient has responded to the message
ArchivedThe conversation has been archived for record-keeping
Status tracking gives your team visibility into whether patients have seen important communications like appointment reminders or payment instructions.

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Organizing conversations

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Star important messages

Click the star icon on any message to flag it for follow-up. Starred messages appear in a dedicated Starred filter, making it easy to revisit conversations that need attention.

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File attachments

You can attach files to any message type except SMS. Supported attachments include:
  • Images (X-rays, photos)
  • PDF documents (invoices, treatment plans, consent forms)
  • General documents
Use portal messages for sharing sensitive clinical documents. Portal messages stay within the platform and are not transmitted through external channels like SMS or email.
The Communication Hub provides several filter options to find conversations quickly:
  • Patient — Filter by a specific patient
  • Status — Show only unread, read, replied, or archived conversations
  • Type — Filter by channel (SMS, Email, Portal, Call, WhatsApp)
  • Direction — Inbound (from patient) or outbound (from clinic)
For long conversation histories, the hub supports pagination so you can scroll through past messages without performance issues.

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Logging phone calls

While The platform does not record phone calls, you can log call details to maintain a complete communication record.
1

Open the patient's conversation

Navigate to the patient in the Communication Hub.
2

Add a call log

Click Log Call and fill in the date, time, duration, and a brief summary of what was discussed.
3

Save the log

The call log appears in the conversation timeline alongside other messages, giving your team a unified view of all patient interactions.

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Best practices

SMS for quick reminders, email for detailed information, portal for sensitive documents. Matching the channel to the content improves patient engagement and reduces follow-up questions.
Move completed conversations to the archive to keep your active inbox focused on open items. Archived conversations are still searchable if you need to reference them later.
Even quick calls should be logged. A one-line summary takes seconds and ensures your team has a complete communication history for every patient.