Every patient message, logged and on-brand — from one platform

Yes. Outbound email and SMS are both supported from the same screen, and each message is logged against the patient record so it appears in the shared communication timeline. Having both channels in one place matters because patients respond to them differently — SMS suits short time-sensitive prompts such as an appointment confirmation, while email suits anything the patient needs to read properly, such as a quote or a set of treatment options.

Yes. Branded outbound email is sent from the practice's own domain rather than a generic platform address, so the sender name and address a patient sees are the ones they already associate with the practice. This is worth getting right for deliverability as much as for branding: mail sent from a domain the patient has corresponded with before is far less likely to be filtered into a spam folder or ignored as an unrecognised sender.

Yes. Every communication, whether sent manually by a team member or generated by an automated sequence, is logged against the patient record and visible to any colleague with access to that patient's file. This removes the guesswork when a patient calls back and a different person picks up: the whole thread is in one place, so nobody has to ask a colleague what was said, or risk repeating a message the patient has already received.

No — the two are designed to work together. Automated follow-up handles routine time-triggered sequences that should run the same way for every patient, such as a reminder a set number of days after a quote is sent. Manual patient messaging handles the ad-hoc conversations that need a person's judgement or specific case context. Both write to the same patient record, so the timeline shows automated and manual messages interleaved in the order they actually happened.

Inbound email arriving at a configured practice mailbox is matched to the relevant patient record automatically, so a patient's reply becomes a logged interaction on their file rather than sitting unread in a shared inbox. This closes the usual gap where outbound messages are tracked carefully but replies are not, which is how a patient who answered a follow-up email ends up being chased again a week later as though they had never responded at all.

SMS is sent through the platform's integrated messaging infrastructure, and the volume included depends on the plan the practice is on. Because SMS volumes vary widely between practices — a single-site practice sending appointment reminders uses a fraction of what a multi-site group running recall campaigns does — it is worth confirming expected monthly volume with the team before choosing a plan, so any usage charges above the included allowance are understood in advance.