Answering texts is quick, but writing the same replies over and over isn't. Smart Suggestions drafts the reply for you right inside the Inbox. You stay in control and review every message before it goes out.
Get a draft reply
- Open a conversation in the Inbox.
- Click the lightning-bolt button next to the message box.
- The AI reads the recent conversation and offers two or three Smart Suggestions, each with a slightly different approach.
For each draft you can:
- Use this suggestion: drop the draft into the message box, ready to send.
- Edit before using: change the wording, then click Use This.
- Regenerate suggestions: get a fresh set.
- Dismiss: hide the drafts and type your own.
Nothing goes out until you click send, so the AI never texts a patient something you didn't see.
Turn it on and set it up
In the Inbox, click the gear icon at the top and choose Smart Reply settings. Switch on Smart Text AI, then set:
- Agent Goals: what the AI should try to help with. Click Add Goal to pick from the built-in goals (schedule new appointments, confirm appointments, reschedule or cancel, answer common questions, collect patient information, follow-ups after appointments, appointment reminders, welcome new patients) or write a custom goal. Switch any goal on or off, or edit its wording.
- Response Tone: Formality (Casual, Friendly, Professional, Formal), Length (Concise, Balanced, Detailed), and Empathy Level (Low, Medium, High).
- Custom Instructions: details the AI should know, like "We're closed on weekends" or your new-patient policies (up to 2,000 characters). Click Save Instructions.
Usage Statistics at the top shows Total Suggestions, Acceptance Rate, and Today's Usage. Each location can generate up to 100 sets of suggestions a day.
Tips
- Pair it with templates for messages you send word for word, and let Smart Suggestions handle one-off replies.
- Put the facts in Custom Instructions. The more the AI knows about your hours, services, and policies, the better its drafts answer real questions.
- Requires two-way texting. If you don't see the Inbox, check that your plan includes texting and that it's set up under Send and receive SMS.