Conversation Details

On this page

There are 3 types of communications within the system:

1. Text / SMS

You can send SMS from the following areas:

  • Booking Details
    Go to Appt > Bookings.
    From the booking list, click the Magnifier icon
  • Conversation New
    Go to Conv > Conversation New
    Select Clinic
    Search for the patient

2. Email

Go to Conv > Inbox & Sent (Mailgun)

3. Calls

You can receive and make outgoing calls.

  • Outgoing Calls: Any staff can make outgoing calls.
  • Incoming Calls: Only PCC, VA, clinic owners, and injectors/ providers accounts can receive calls.

How to Make an Outgoing Call

From the top bar, click the White Phone icon.

  1. Select Clinic and Phone Number.
  2. Choose the Reason for Call.
  3. Ensure the Green Beam Icon is visible (indicates online status).
  4. Enter the Receiver’s Phone Number.
  5. Click Call.
  6. To record the call: click the Yellow Record button on the top bar.
  7. To end the call: click the Red End Call button on the top bar.
  8. To use a call script: click Call Script (details provided in next section).

How to Enable Receiving Calls

To receive incoming calls, ensure:

  1. You are logged in as a PCC / VA account.
  2. Your account is set to Pick Up Calls = Active
  3. Ask an admin to verify:
  4. Accounts > PCC & VA
  5. Check Pick Up Calls column for Active status
  6. On the top bar, click the White Phone icon.
  7. Select Clinic and Phone Number.
  8. Choose the Reason for Call.
  9. Ensure the Green Beam Icon is visible.
  10. Confirm the status near your username shows “Available” (this means you are online and ready to receive calls).

Troubleshooting SMS Issues

If you cannot send SMS/Text from the Conversation page:

  1. Read the error message – it usually explains the issue.
  2. If unclear, check the patient’s SMS consent settings.
    If SMS status is Red, possible reasons:
    The patient opted out of receiving texts. The patient replied “Cancel” or “Unsubscribe”
    → Ask them to text “Start” to our number to resume communication.
    Someone manually deactivated SMS for this patient
    → Click the SMS button on the patient’s profile until it turns Green.
    The phone number is a landline
    → SMS cannot be sent to landlines (no workaround available).