Templates
Every automated message your practice sends — from booking confirmations to pre-appointment form requests — is configured here. You control the content for both email and SMS, with dynamic placeholders that personalize each message automatically.
Available Templates
The left panel lists all configurable templates. Click any one to open it in the editor.
| Template | When It Fires |
|---|---|
| Appointment Booked For New Patients | Immediately after a new patient books |
| Appointment Booked For Returning Patients | Immediately after a returning patient books |
| Appointment Booking Request | When a booking requires manual approval |
| Appointment Confirmation Message | Sent as a reminder before the appointment |
| Appointment Declined | When a booking request is declined by staff |
| New Appointment Booked — Practice Notification | Internal alert to your team when any appointment is booked |
| Patient Form Request | Asks the patient to complete intake forms before their visit |
| Form Submission Acknowledgment | Confirms receipt of a completed form |
| PMS Not Connected Alert | Internal warning when the practice management system link is down |
Editing a Template
Email vs. SMS
Each template has two versions: EMAIL and TEXT. Click the tab at the top of the editor to switch between them.
Keep both versions conceptually aligned, but remember that SMS has character limits — be concise for text messages.
Email Subject Line
Set a clear subject line for email templates. You can use placeholders like {{practice_name}} to personalize it.
Message Body
Use the rich text editor to compose your message. The formatting toolbar includes bold, italics, lists, links, and more.
Placeholders
Insert dynamic values using the Insert placeholder type dropdown:
| Placeholder | Inserts |
|---|---|
{{patient_name}} | Patient's full name |
{{apt_date}} | Appointment date |
{{start_time}} | Appointment start time |
{{practice_name}} | Your practice name |
{{provider_name}} | Assigned provider's display name |
✅ Tip: Always send a test message to yourself after editing a template. Placeholders that look correct in the editor can sometimes render differently in actual email clients.
Saving Changes
Click Save to apply changes. Updates take effect immediately for all future messages. Existing queued messages are not retroactively changed.
Best Practices
- Keep SMS under 160 characters when possible to avoid message splitting across carriers.
- Use the patient's name. Personalized messages have higher open and response rates.
- Include a call-to-action in every template (e.g., "Reply CONFIRM to keep your appointment").
- Review templates after any branding change to ensure logos, colors, and practice names are current.
⚠️ Pay special attention to the New Patient booking confirmation. This is the patient's first interaction with your practice after booking. Include a welcome message, what to bring, and parking/location details.
Related Pages
- Settings — Branding that appears in your templates
- Reasons for Visit — Appointment types referenced in confirmations
- Providers — Provider names used in
{{provider_name}}placeholder - Insurance — Insurance details that may appear in patient communications