Secure conversations
Conversations gives you a messaging thread with each client, so between-session contact happens inside your practice system rather than in your personal WhatsApp or email. You can send text and attachments including images, audio, video and documents.
Conversations are protected by a PIN that you set and can reset. Because messages may contain clinical detail, this adds a second layer beyond your sign-in. Unread counts appear in the sidebar and next to clients in your list, and you can enable browser notifications so you are alerted while working in another tab.
Press Enter to send. A chat drawer is also available inside the session workspace, so you can reference the conversation while you work.
Messaging is not for crisis contact
Messages are read when you next open the dashboard, not in real time. Tell clients explicitly at the outset how quickly you reply and what they should do in a crisis. A line about this in your FAQ and your welcome message prevents a dangerous assumption.
What PracFlow sends automatically
PracFlow sends messages at the points in a booking where a client expects to hear something. Each type can be switched on or off, and set to email, WhatsApp or both.
| Moment | Typical message |
|---|---|
| Booking created | Confirmation of what was booked, when, and how to join or where to come. |
| Reminders | Sent roughly 24 hours and 3 hours before the session. |
| Confirmed | Reassurance the session is going ahead, with the meeting link or address. |
| Rescheduled | The new time, so the old one is not still in their diary. |
| Cancelled | Confirmation, including any refund decision. |
| Completed | Follow up after the session, and the natural place to attach feedback requests. |
| Payment requested | A payment link for an unpaid booking or an ad hoc request. |
| Payment received | Receipt confirmation, which markedly reduces "did it go through" queries. |
| Forms and assignments | Notification that something is waiting for them. |
Configuring notifications
Communication Settings is where you turn each message type on or off, choose channels, adjust reminder timing, and edit the templates. Reminder timing can be set to 2, 3, 12 or 24 hours before the session.
To send via WhatsApp you connect a WhatsApp Business integration with your own token. WhatsApp requires message templates to be approved before use, so each template shows its status as approved, pending or rejected. Plan a few days for approval before you rely on WhatsApp for reminders.
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Communication Settings appears only when custom communication is enabled for your practice. If you do not see it and you need custom templates, contact support.
Making sure messages arrive
Automated email from any practice management system can land in a spam folder, particularly the first message a client receives. A few habits remove most of the problem.
- Tell new clients to check their spam folder for your confirmation, and to mark it as not spam.
- Keep both email and WhatsApp enabled for reminders where you can, so one channel covers the other.
- Use the client portal for anything important such as invoices and documents, rather than relying on email delivery.
- If a client repeatedly reports missing messages, confirm their address is recorded correctly before assuming a delivery fault.
Could not find what you needed? Email support@pracflow.ai or use the Need Help button in your dashboard.