> ## Documentation Index
> Fetch the complete documentation index at: https://q.odontox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Communication Hub

> Send and manage multi-channel messages across SMS, email, WhatsApp, portal, and call logs with conversation rules and status tracking.

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.

<Note>
  **Requires `send_messages` permission** — Staff must have the messaging permission enabled in their profile to access the Communication Hub.
</Note>

## Message types

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

<CardGroup cols={2}>
  <Card title="SMS">
    Text messages sent to the patient's registered phone number. Best for short appointment reminders and confirmations.
  </Card>

  <Card title="Email">
    Full-format messages with rich text and attachments. Ideal for detailed instructions, treatment summaries, and financial documents.
  </Card>

  <Card title="Portal">
    In-app messages visible in the patient's portal account. Useful for secure communication that stays within the platform.
  </Card>

  <Card title="Call Log">
    Record phone call details — date, time, duration, and notes — to maintain a complete communication history without actual call recording.
  </Card>

  <Card title="WhatsApp">
    Messages sent via WhatsApp integration. Popular with patients who prefer messaging apps over email or SMS.
  </Card>
</CardGroup>

## Conversation rules

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

### Who can message whom

| Initiator    | Recipient    | Rule                                                             |
| ------------ | ------------ | ---------------------------------------------------------------- |
| Patient      | Receptionist | Always allowed — patients can reach reception at any time        |
| Receptionist | Patient      | Always allowed — reception handles routine patient communication |
| Doctor       | Patient      | Can initiate if no existing conversation exists                  |
| Admin        | Anyone       | Unrestricted — full access to all messaging                      |

<Note>
  Once a doctor initiates a conversation with a patient, both parties can continue the thread. The restriction only applies to the first message.
</Note>

### 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.

## Sending a message

<Steps>
  <Step title="Open the Communication Hub">
    Navigate to the **Communication** section from the sidebar.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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).
  </Step>

  <Step title="Compose and send">
    Write your message. Attach files if needed (images, PDFs, documents). Click **Send**.
  </Step>
</Steps>

## Message status

Every message is tracked through a status lifecycle:

| Status   | Meaning                                               |
| -------- | ----------------------------------------------------- |
| Unread   | The message has been received but not yet opened      |
| Read     | The recipient has opened and viewed the message       |
| Replied  | The recipient has responded to the message            |
| Archived | The 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.

## Organizing conversations

### 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.

### 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

<Tip>
  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.
</Tip>

### Filtering and search

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.

## Logging phone calls

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

<Steps>
  <Step title="Open the patient's conversation">
    Navigate to the patient in the Communication Hub.
  </Step>

  <Step title="Add a call log">
    Click **Log Call** and fill in the date, time, duration, and a brief summary of what was discussed.
  </Step>

  <Step title="Save the log">
    The call log appears in the conversation timeline alongside other messages, giving your team a unified view of all patient interactions.
  </Step>
</Steps>

## Best practices

<AccordionGroup>
  <Accordion title="Use the right channel for the right message">
    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.
  </Accordion>

  <Accordion title="Archive resolved conversations">
    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.
  </Accordion>

  <Accordion title="Log all phone calls">
    Even quick calls should be logged. A one-line summary takes seconds and ensures your team has a complete communication history for every patient.
  </Accordion>
</AccordionGroup>

## Related articles

* [Notifications](/admin/notifications) — Understand how message events trigger notifications
* [Managing Patients](/clinical/patients) — Access patient contact details for messaging
* [Clinic Settings](/admin/clinic-settings) — Configure WhatsApp integration and communication preferences