If you find yourself typing the same texts over and over, such as "You're confirmed for..." or "We missed you today...", save them once as templates and reuse them.
Create a template
In the Inbox, click the gear icon at the top and choose Message templates. Click Add Template and fill in:
- Template Name: how you'll recognize it in the list.
- Type: Reminder, Confirmation, Follow-up, Cancellation, Reschedule, or Custom. This is just for organizing.
- Message Body: the text itself (up to 1,600 characters).
Click Create to save it. The buttons under Insert variable add placeholders like {{patientFirstName}}, {{appointmentDate}}, or {{practiceName}} to show where each detail goes. {{practiceName}} is the name clients know you by (your organization name, or the location's Name clients see under Settings → Client Portal), not the location's own name.
Use a template in a conversation
- Open the conversation in the Inbox.
- Click the template button (the page icon) next to the message box.
- Pick a template from Insert Template. Its text drops into the message box.
- Replace any
{{...}}placeholders with the patient's details. The Inbox doesn't fill them in for you. - Send.
Only Active templates appear in the list.
Edit and organize
- Active / Inactive: switch a template off to retire it without deleting it.
- Copy text: copy a template's text to paste somewhere else.
- Edit or Delete any template. Deleting can't be undone.
- Each template shows how many times it has been used.
Templates vs. AI suggestions
Templates are for messages you send word for word. For tailored one-off replies, let AI-drafted replies write a draft you can review. Most practices use both.
Automatic appointment reminders don't use these templates; they have their own wording. See configure appointment reminders.