How to Use Patient Chat

The built-in chat feature lets you communicate with patients securely for consultations, follow-ups, appointment discussions, and general inquiries.

Accessing Chat

Click Chat in the sidebar to open the messaging interface. You will see:

Conversations list on the left — All active patient conversations

Message area on the right — The selected conversation

Patient info panel — Quick view of patient details

Starting a New Conversation

Click + New Message at the top of the conversations list

Search for the patient by name or phone number

Select the patient

Type your message and press Enter or click Send

Sending Messages

Text Messages

Type in the message box and send. Messages are delivered to the patient via:

In-app notification — If the patient has the patient portal

SMS — If the patient does not have portal access (uses SMS credits)

Attachments

Click the Attach button (paperclip icon) to send:

Images (X-rays, clinical photos)

PDF documents (treatment plans, invoices)

Files up to 10 MB

Quick Replies

For common responses, use quick replies:

Click the Quick Reply button (lightning icon)

Select a pre-configured response:

- "Your appointment is confirmed for [date]"

- "Please arrive 15 minutes early for your appointment"

- "Your prescription is ready for pickup"

Edit if needed before sending

Configure quick replies at Settings → Chat → Quick Replies.

Managing Conversations

Marking as Read/Unread

Click the three-dot menu on any conversation

Select Mark as Unread to flag for follow-up

Assigning Conversations

If multiple team members handle patient communications:

Click the three-dot menu

Select Assign to

Choose the team member

Closing Conversations

Click Close Conversation when the discussion is resolved. Closed conversations move to the archive but can be reopened anytime.

Chat Notifications

Configure chat notifications at Settings → Notifications:

Desktop notifications for new messages

Sound alerts

Email digest of unread messages (daily)

Patient Portal Chat

Patients with portal access can initiate conversations from their side. These appear in your inbox with a "Patient Initiated" badge.

For bulk communications, see How to Send Bulk Communications. For notification settings, see How to Manage Notifications.

How to Use Patient Chat