Email & SMS — how messages reach patients
You rarely send email from MedicalSuite by hand — the system sends it for you. This page explains what goes out automatically, and what needs setting up once.
Emails the system sends by itself
All branded with your clinic's logo and colors:
- Booking confirmations — on every new appointment.
- Reschedule / cancellation notices — whenever a booking changes.
- Reminders — before appointments, if enabled.
- Consent form signing links — see Consent forms.
- Invoices — see Invoices.
- Login and verification codes.
Nothing to trigger manually — do the action, the email follows.
"The patient didn't get the email"
The #1 support question, with a real answer available: admins open Administration → Email Monitor and see exactly what happened to any email — delivered, bounced, or suppressed. Full guide: Email monitor. Nine times out of ten it's a mistyped address on the patient record.
SMS and calls — via CallHippo
Text messaging and calling run through your clinic's CallHippo phone account, connected once by an admin under Setup → Integrations:
- two-way SMS in the Conversations inbox,
- outgoing calls from the dialer, with per-user caller ID,
- SMS reminders with video join links for online visits.
Multiple clinic phone lines are supported — users pick a line when calling, and each user can have a default.
CallHippo only allows one active login per calling line, so under Setup → Integrations → Active dialer sessions admins can see who's currently signed in to each line and force-log-out a stuck or forgotten session (e.g. someone left the dialer open at home). See the dialer guide for what staff see on their end.
Common questions
Can we edit the wording of the automatic emails? The templates are professionally written and branded with your clinic identity (logo, name, colors) from Settings. Wording changes are a platform-level matter — talk to MedicalSuite.
Do SMS messages cost money? SMS goes through your CallHippo account and its plan/rates.
Emails landing in spam? Deliverability is managed at platform level with dedicated sending services. Persistent spam issues for a specific recipient domain — report to support.