Send, receive, schedule and track patient email without leaving the platform.
Email is sent from inside the patient record, so correspondence stays attached to the person it concerns. Replies come back into the platform, scheduled email goes out on its own, and every message can be tracked in Email Reports with its delivery status.
What you can do here
- Send email to a patient from their record
- Use templates instead of retyping standard messages
- Attach documents and photos already on the file
- Schedule email to go out later
- Receive replies in the platform
- Track sent, failed, queued and draft messages
- Sign email automatically with your own signature
Sending an email
- 1
Open the patient
Email is composed from the record so it is filed automatically.
- 2
Start a message
The patient's address is filled in from the record. Check it on records created from imported lists.
- 3
Use a template if one fits
Templates cover the messages you send repeatedly — appointment information, aftercare, quotes, document delivery.
- 4
Attach anything needed
Documents, photographs and generated paperwork already on the patient file can be attached directly.
- 5
Send, or schedule
Scheduled messages are queued and sent automatically at the right time.
Note
Your profile signature is appended automatically, so patients see a consistent sign-off whoever writes.
Templates
Templates live in the workflow templates library and are shared by manual sending, workflows and campaigns — so a change to a template changes it everywhere.
- Design templates once and reuse them across automation and manual sending
- Templates can be built from existing HTML if your clinic already has branded email
- Because workflows use the same templates, automated aftercare looks like your manual correspondence
Receiving replies
- Patient replies arrive in the platform rather than in one person's mailbox
- The Email Replies page lists incoming replies needing attention
- An unread counter in the header tells you when replies are waiting
- Replies are attached to the patient, so the whole thread is visible in the file
Tip
Reminder emails are sent with the clinic's own reply-to address, so a patient answering an automated reminder still reaches a person.
Email reports
Email Reports is the delivery log. It shows totals and lets you filter down to a single problem message.
- Headline counts for total emails, sent successfully and failed
- Failures are visible rather than silent, which is how you catch a wrong address or a bounced domain
- Doctors can see the correspondence sent under their own address
| Filter | Options |
|---|---|
| Direction | Inbox or outbox |
| Status | Draft, queued, sent, failed |
| Source | Manual, or generated by automation |
| Date range | Any two dates |
| Search | Free text across the log |
Scheduled and automated email
- Scheduled messages are processed automatically every hour
- Appointment confirmations and reminders are sent by their own schedule
- Marketing campaigns and workflows send through the same email system, so everything appears in the same reports
Important
Patient email is medical correspondence. Check the recipient, avoid clinical detail in subject lines, and use the patient's language preference — it is recorded on the record for exactly this reason.
Frequently asked
- A patient says our email went to spam.
- Check Email Reports for the send status first. If it was sent successfully, the issue is on the receiving side — sending from a properly configured clinic domain, which your administrator sets up, is what fixes it long term.
- Can I send from my own mailbox instead?
- You can, but then the correspondence is not on the patient file and nobody else can see it. Sending from the platform is what keeps the record complete.
Related pages
Last updated September 2025. Screens may differ slightly depending on your plan and role.