Sending an SMS
Send an ad-hoc SMS to a single patient or a group from a template or freeform.
Overview
SMS is the highest-engagement channel in dental clinics. Use it for ad-hoc messages — appointment confirmations, post-op check-ins, billing reminders, or general announcements.
Prerequisites
sms_remindersfeature flag enabled- SMS provider configured with credit
- Recipients have valid phone numbers on file
Steps
Open the Communications page. Top nav → Communications (or under "More").
Click "+ Send SMS". Modal opens.
Pick recipient(s). Single patient via search; or Select group to message a tag, recall list, location, or appointment cohort.
Pick a template or write freeform. Templates: appointment confirmation, post-op check, payment reminder. Free text supported (160 char SMS standard; longer messages multi-segment).
Insert variables. {{patientName}}, {{clinicName}}, {{appointmentTime}} interpolated at send.
Preview. Preview shows the rendered message for the first recipient. Verify variables filled correctly.
Confirm cost. Sender count × segments × per-SMS cost shown. Confirms against your bundle balance.
Send. Status flips to QUEUED; provider acknowledges per recipient. Log appears in Communications log within seconds.
Expected outcome
- A CommunicationLog entry per recipient
- SMS provider returns a delivery status; the platform updates the log
- SMS bundle balance decrements
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| "No SMS provider configured" | Provider not set up | Settings → Communications → SMS provider |
| "Insufficient SMS balance" | Bundle empty | Buy SMS bundle addon |
Some messages stuck QUEUED | Provider rate-limit | Wait; eventually clears |
Variable shows {{patientName}} | Variable mistyped | Use the picker, not freeform |
| Patient phone empty | No phone on file | Edit patient profile, add primary phone |