Patient Message Replies
Inbound WhatsApp and SMS replies from patients appear automatically in the patient profile.
Patient Message Replies
When a patient replies to a WhatsApp or SMS reminder that SmartClinic sent, their reply is automatically captured and linked to their patient profile. Clinic staff are notified in real time.
How It Works
SmartClinic listens for incoming messages via the Twilio integration. When an inbound message arrives and the sender's phone number matches a patient in your clinic:
- The reply is saved to the patient's Communication tab
- All clinic staff receive a notification with a direct link to the patient profile
- Staff click the notification to open the patient profile and read the full message
Viewing Replies
- Open the patient profile
- Click the Communication tab
- Each message row shows a direction badge: Outbound for messages SmartClinic sent, Inbound for replies from the patient
The full message text is displayed in the message column. Date and channel (WhatsApp or SMS) are shown alongside.
Notifications
When an inbound reply arrives, a notification is created for clinic staff with a link to the patient's Communication tab. No message preview is included in the notification itself — staff see the full text only on the patient profile page.
Messages from unrecognized phone numbers (not matched to any patient) are silently dropped.
[Screenshot placeholder: Patient Communication tab showing an inbound reply row with the Inbound direction badge]
Requirements
- •Twilio must be configured as your messaging provider (Settings → Integrations)
- •The patient must have a phone number on file in SmartClinic that matches their messaging number
- •Works with both WhatsApp and SMS channels