Replying and choosing a channel
Pick the right channel for every reply, add files, emojis and voice notes, and schedule messages for later.
3 min read
Replying on the channel the patient used is usually the quickest option. Sometimes, though, you need to switch: sending a treatment plan by email, or texting a patient who hasn't replied on WhatsApp. This article covers every tool in the composer.
Sending a message
- Click the channel switcher above the message box and pick a channel: WhatsApp, SMS, Email, Facebook, Instagram or Live Chat. By default, the channel the patient last used is selected.
- Type your message in the message box.
- If needed, use the toolbar to add an attachment (paperclip), an emoji, a snippet (saved reply) or a voice recording.
- Click Send. The message goes out on the selected channel and appears in the thread.
Greyed-out channels aren't available for this contact. If the patient has never messaged you on Instagram, you can't start an Instagram conversation; if there's no email address on file, Email can't be selected.
Channel rules
| Channel | What to know |
|---|---|
| You can write freely within 24 hours of the patient's last message. After that window closes, you can only send a Meta-approved template. See WhatsApp templates. | |
| Instagram / Facebook | Under Meta's rules you can reply for a limited time after the patient's last message, and the patient must write to you first. |
| SMS | Requires a MedicalGrow phone number on your account. International SMS rates vary by country. |
| Add a subject line and attachments. Ideal for treatment plans and quotes. | |
| Live Chat | Visitors from the chat widget on your website. If they've left the page, you may need to follow up by email or SMS. |
Heads up
Once the 24-hour WhatsApp window has closed, free-form messages fail. Re-open the conversation with an approved template (e.g. "Hi, your treatment plan is ready — shall we continue?").
Attachments, emojis and voice notes
- Attachment: use the paperclip to add photos, PDFs (e.g. a treatment plan) or documents. Files are subject to each channel's size limits; share very large files as a link from Media Storage.
- Emoji: add from the smiley icon. Use them sparingly for a warm but professional tone.
- Snippet: insert saved replies in one click. See Templates and snippets.
- Voice recording: the microphone icon appears on some channels. A short voice note from your doctor builds trust.
Photos and X-rays sent by patients show as previews in the thread; click to enlarge or download them.
Scheduling a message
You can schedule SMS and email messages for a later time. It's ideal for writing at a sensible hour in the patient's time zone: 09:30 in London, not 01:00 in Istanbul.
- After typing your message, click the arrow next to Send and open the scheduling option.
- Choose the date, time and time zone. Set the time zone to the patient's country.
- Click Schedule.
The scheduled message shows in the thread with its send time. You can cancel it from the message details before it goes out.
Note
Scheduling may not be available on every channel; it's typically offered for SMS and email. If you don't see the option, that channel doesn't support it.
Common issues
My WhatsApp message failed with a red warning. The 24-hour window has most likely closed. Send an approved template. More in WhatsApp rules and quality.
SMS is greyed out. The contact's phone number may be missing or invalid, or your account has no phone number. See Phone system.
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