Messaging the clinic
Send a message to your dentist or front desk through secure chat.
Overview
Async chat for non-urgent questions. Faster than phone for the clinic; convenient for you. They typically reply within a working day.
Prerequisites
- Signed-in portal account
- A non-urgent question (for emergencies, phone the clinic directly)
Steps
Open Support / Messages. Side menu → Support or Messages.
Click "+ New message" or "Open ticket". A form appears.
Choose category. Billing, Appointment question, Medical question, Feedback, Other.
Title (short). "Question about June invoice", "Refill request for Augmentin".
Write your message. Be specific — dates, names, numbers help the clinic respond faster.
Attach files. Photo of receipt, screenshot, X-ray. Optional but helpful.
Submit. Status Open. Clinic receives notification; assigned to staff member.
Read replies. Notifications when clinic replies; thread continues until resolved.
Close once resolved. Close ticket when satisfied. Optional rating helps the clinic improve.
Expected outcome
- A support ticket exists with your question
- Clinic responds (typical 24h)
- Conversation history archived for future reference
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| Ticket stays unanswered | Within 24h SLA | Wait; phone if urgent |
| Wrong staff replies | Auto-routed | They'll reassign; don't worry |
| Reply not threaded | New ticket each time | Reply within an open thread, not a new one |
| Want to talk in person | Use chat to schedule a call | "Can we schedule a phone call about X?" |
| Lost an attachment | Re-upload via reply | Old attachments persist; new ones fine to add |