If you find yourself typing the same texts over and over — "You're confirmed for…", "We missed you today…" — save them once as templates and reuse them in a tap.
Create a template
Open Inbox → Templates and click New template. Give it:
- Name — how you'll recognize it in the list.
- Type — Reminder, Confirmation, Follow-up, Cancellation, Reschedule, or Custom. This is just for organizing.
- Body — the message itself, with merge fields where you want personalized details.
Merge fields
Merge fields fill in each patient's details automatically at send time, so one template works for everyone. Insert them from the buttons in the editor:
{{patientName}},{{patientFirstName}}{{appointmentDate}},{{appointmentTime}},{{appointmentType}}{{providerName}}{{practiceName}},{{practicePhone}}
For example, "Hi {{patientFirstName}}, this is {{practiceName}} confirming your {{appointmentType}} on {{appointmentDate}} at {{appointmentTime}}."
Use, edit, and organize
- Use a template — while composing a message in a conversation, pick a template to drop its text in; merge fields resolve to that patient's details.
- Copy — grab a template's text without sending.
- Edit or Delete any template.
- Active / inactive — toggle a template off to retire it without deleting; inactive templates don't show up when composing.
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: templates for the repeatable stuff, Smart Suggestions for the rest.