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Where to find Communications: In the left sidebar, click Comms, then select Chat for text messaging or Calls for phone call history.
Prerequisites: You should have Patients in the system before messaging. To use AI-suggested responses, configure a texting assistant in Assistants Settings. Chat requires the Texting module and Calls requires the Calling module to be enabled for your organization.
The Communications module is where your team handles patient messaging and phone calls. Chat gives you a shared inbox for two-way text conversations with patients, with optional AI-suggested replies. Calls logs every phone call your organization makes and receives, complete with recordings, transcripts, and AI summaries.

Messaging Patients

Send and receive texts, manage your inbox, and handle shared phone numbers.

AI-Suggested Replies

Review AI-generated responses, give feedback, and execute AI-suggested actions.

Call History & Recordings

Browse past calls, listen to recordings, read transcripts, and review AI actions.

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What New Users Should Expect

When you first open the Chat page, your inbox will be empty until patients start texting your clinic’s number or you start a new conversation. Once messages begin coming in, conversations appear in a list on the left side of the screen. Click any conversation to read and reply. The Calls page shows a table of every phone call across your organization. If your clinic uses an AI calling assistant, you’ll see AI-generated summaries and transcripts for each call right away.

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Advanced Configuration

The AI texting assistant generates suggested replies for patient messages. Configure it under Settings > Assistants > Texting:
  • Assistant Name — The display name that appears on AI-generated messages.
  • Custom Prompt — Instructions that guide how the AI composes replies (tone, length, phrases to use, etc.).
  • AI Model — Select which AI model generates suggestions.
  • Phone Number — The phone number used for outbound AI messages.
See Assistants Settings for full details.
AI calling assistants handle inbound and outbound phone calls automatically. Configure them under Settings > Assistants:
  • Inbound Assistant — Handles incoming calls, answers patient questions, and can take actions like booking appointments or sending invoices.
  • Outbound Assistants — Make automated calls for reminders, follow-ups, billing, and lab results.
Each assistant type can be customized with its own prompt, voice, and phone number. See Assistants Settings for full details.
Communications features are controlled by these permissions:
  • Messaging Chats Read — Required to view the Chat page and read patient conversations. Without this permission, the Chat section is not accessible.
  • Messaging Chats Write — Required to send text messages and manage conversation status (mark as resolved, opt out of texting).
  • Patients Create / Patients Profiles Write — Required to use the New Chat button, since starting a new chat may require creating a patient record.
Permissions are configured under Settings > Users & Roles. Admin users have full access to all communication features by default.