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Conversations — your SMS & call inbox

What it is: every text message and phone call between your clinic and a person, gathered into one thread per person — like WhatsApp, but for the clinic, shared by the whole team. No more "who spoke to her last week and what was said?"

Conversations inbox

Reading the inbox​

  • The left side lists conversations, most recent activity first. Use Search conversations to find someone by name or number.
  • Click a conversation to open the whole history: texts sent and received, and call records (direction, duration, recordings where available) — all in time order.
  • If the phone number matches a patient or enquiry, the thread links straight to their record — one click from "message" to "who is this".

Replying to a text​

Open the thread, type in the message box, send. The reply goes as an SMS from your clinic's number, and stays in the thread for every colleague to see.

When to text vs. call​

  • Text for confirmations, directions, "please bring your referral", link resends — anything short and non-urgent. Patients read texts; they screen calls.
  • Call for anything sensitive or complicated — use the dialer, and the call logs itself into the same thread.

Booking straight from a conversation​

Someone texts "can I get an appointment this week?" — use the Book appointment action right in the conversation and you're in the booking flow with their details attached. No copy-paste.

Common questions​

A patient replied to an SMS reminder — where does it go? Right here, into their thread. Check the inbox regularly, same as enquiries.

Can patients see we all read the thread? No — to the patient it's a normal SMS chat with your clinic's number. The shared view is internal.

Conversations missing from your menu? The module needs to be enabled and your clinic's phone system (CallHippo) connected — admin territory.

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