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Message Patients Using Conversations

The Conversations feature lets you send and receive messages with patients in one place. You can use it to follow up on treatment plans, answer questions, or send gentle reminders. Messages are sent via SMS and patients can reply directly.

What you can do in Conversations

With Conversations, you can:


Message a patient

Reply to an existing conversation

Use this when a patient has already received or replied to a message.

  1. Go to Conversations

  2. Select the patient from the list

  3. Type your message at the bottom

  4. Click Send

The message will stay in the same conversation thread.

Send a new message to a patient

Use this when starting a new conversation.

  1. Go to Conversations

  2. Click the + icon

  3. Select the patient

  4. Type your message

  5. Click Send

Send a Digital Treatment Plan from Conversations

You can send a treatment plan directly while viewing a patient conversation.

  1. Open the patient conversation

  2. Click Send Treatment Plan

  3. Confirm:

    • Date of visit

    • Practitioner

    • Patient

  4. Add treatments (or import an existing plan)

  5. Select a template or add an optional Note to Patient

  6. Add Patient Images or 3D Models

  7. Click Save and Send to Patient

The patient will receive an SMS with a link to their Digital Treatment Plan.

View Digital Treatment Plans

From the conversation view, you can:

  • Open previously sent plans under Digital Treatment Plans

  • View included treatments and total plan value

  • Access supporting images and 3D models (if included)

This helps your team quickly understand what has been shared with the patient.

View treatment plan status and engagement

Once a plan has been sent, you can:

  • See when the plan was sent

  • Check the current status (e.g. Waiting for response, Booked)

  • View when the patient opened the plan and how long they spent reviewing it

These insights can help guide follow-ups.


Use Patient Notes

Patient Notes are internal and not visible to patients.

General Notes

  • Store ongoing information about the patient

  • Useful for context across visits or conversations

Activity Notes

  • Add time-specific notes for your team

  • Helpful for follow-ups or handovers

To add a note:

  1. Open the patient conversation

  2. Go to Patient Notes

  3. Enter your note and click Add Note

View and update patient details

From the conversation view, you can:

  • See patient name, mobile number, and date of birth

  • Click Edit to update patient details if needed

Keeping patient information up to date helps ensure messages and plans are delivered correctly.

Best practice tips

  • Keep messages clear and friendly

  • Use Conversations for follow-ups and reminders rather than clinical detail

  • Add internal notes so your team stays aligned

  • Check plan status before sending reminders

Summary

Conversations helps your practice:

  • Communicate with patients in one place

  • Send and track Digital Treatment Plans

  • Keep patient details and notes organised

  • Support consistent follow-up across the team