Messages

Messages are threaded conversations between your practice and your clients, kept inside the product so the history sits next to the rest of the client's record instead of in your personal WhatsApp.

Open Messages at /conversations.

The layout

Two panels:

• Left — your conversations, most recent first, with a Search conversations box at the top.
• Right — the selected thread. Type in the box at the bottom and hit Send (or press Enter).

On a narrow screen the two collapse into one: picking a conversation slides the thread in, and Back returns you to the list.

Recipients are notified when you send, so a reply doesn't depend on the client happening to open the app.

What clients see

Clients get the same thing in their portal under Messages — the same threads, the same history. Anything you send here reaches them there.

Current limitation — starting a conversation

You can't start a new conversation from the staff interface. There's no "New message" button, and the same is true in the client portal. What the UI supports today is reading and replying to threads that already exist.

That's a genuine gap rather than a hidden setting, so it's worth knowing before you go looking for the button:

• Replying to an existing thread — works, both directions.
• Searching your conversations — works.
• Notifications on a new message — works.
• Creating a new 1:1 or group thread — not available in the interface yet.

If you need a conversation opened for a client, that has to be set up for you on the back end. If this is blocking you, say so through Get help at the bottom of the sidebar — it's useful for us to know how much it's costing people.

In the meantime: for anything time‑sensitive, use the client's phone or email from their profile, and use appointments for anything that needs a conversation.

What's next

• Client onboarding — contact details live on the client's profile.
• Appointments — book a call instead of typing.