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Engagement: Patient Messaging Overview
Engagement: Patient Messaging Overview

Learn about all of the messaging features and tools available in Engagement and get started communicating with patients

Erika Gardner avatar
Written by Erika Gardner
Updated over a week ago

Engagement provides a variety of messaging options to make communicating with patients quick and efficient. Choose from text messages, emails, voicemail drops, and more that can be sent individually or in bulk.

Get started messaging patients and managing patient communication:

Sending and Scheduling Messages

Send messages immediately or schedule them for a future date and time within Engagement. Click here for an overview of how to send and schedule text messages, email campaigns, and voicemail drops.

Direct Messages

Direct messages, also known as text messages or SMS messages, are a great way to communicate with patients quickly. There are multiple ways to create direct messages using the 3-dot menu available on any of the following Engagement tabs:

Next to each patient's name on any of the tabs named above, you'll see a 3-dot menu option. Clicking on the 3-dot menu opens up a dropdown list of options.

Click here to learn how to send Direct Messages.

Click here to learn about customizing Direct Message Templates.

Email Campaigns

Engagement offers formatted Emails Templates that make it easy to keep your patients informed via email. You can quickly send polished emails to individuals or groups of patients, helping you stay connected and provide updates with ease.

Note: Only users with permissions have access to this feature. Click here to learn how to update user permissions.

Watch this short video to learn more about creating and sending emails.

Click here to learn more about creating and sending Email Campaigns.

Click here to learn more about tracking Email Campaign metrics.

Click here to learn more about customizing Email Templates.

Voicemail Drops

Voicemail drops are the quickest and easiest way to provide urgent information and personal messages to patients in the form of a Voicemail. Voicemail Drop credits are required in order to use this feature. Each voicemail sent will require one credit.

Access Voicemail Drops from the Settings gear in the upper right corner of your navigation bar. Click the Practice Setup tab and then click Voicemail Drops to listen to existing recordings or upload a new sound.

Click here to learn how to create a Voicemail Drop recording.

Click here to review sample Voicemail Scripts.

Send Mass Messages to Many Patients at Once

Many times, it makes sense to send messages to more than one patient at a time to reduce the amount of time you spend preparing messages.

The Patients tab in Engagement allows you to filter a list of patients and then send mass messages to those selected patients with just a few clicks.

From the bulk action dropdown menu, you can choose the preferred messaging channel (text, email, voicemail) or action (form, consent, reminder, review request, etc) and send from one central location.

Click here to learn how to send mass messages using the bulk action tool.

Helpful Hint: You can also tag patients in bulk. Click here to learn more.

Patient Chat

Monitoring patient messages has never been easier with Engagement's Patient Chat Dashboard. Access the Patient Chat tab in the left side menu to begin messaging with patients.

Write your own manual message, or add preset message templates and placeholders, then choose the delivery method for messages (text, email, or in-app) and send.

Click here to learn more about sending messages using Patient Chat.

Click here to learn how to mark messages as read/unread in Patient Chat.

Click here to learn about customizing message templates.

Click here to learn about using placeholders in messages.

Manage Notifications in the Inbox

Within your Engagement Inbox, you can view and manage notifications that will keep you informed with what is going on within your practice.

The Inbox captures more than just messaging notifications. Watch this short video to learn more about how the Inbox works for you.

Click here to learn more about the Engagement Inbox.

Track Communication Logs

Engagement allows you to communicate with patients in a variety of ways. In order to ensure that the messages you send out are successfully reaching your patients, you have a Communication tab to help you stay organized.

The Communication tab of Engagement allows you to track all sent and scheduled manual, automatic, documents, payments, and financing messages and forms.

  1. Click on the Communication tab in the left side menu of Engagement

  2. Click on the communication type in the dropdown list to choose the type of communication you would like to review: automatic, manual, documents, payments, or financing

Watch this short video to learn more about navigating the Communication tab.

Ready to start tracking your sent and scheduled messages? Click here!

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