Patient Inbox

HIPAA compliant texting is only half of the patient communication problem. The other half is keeping texts, email, social messages and web chat from scattering across phones and apps. The Patient Inbox in PatientCopilot puts every conversation in one place so your team can see what came in, who owns it and what still needs a reply.

One inbox for every channel

Patients contact practices the way they find easiest. The Patient Inbox brings those messages together in a single thread view:

• Text messages (SMS)
• Email
• WhatsApp
• Facebook and Instagram messages
• Website chat

Each patient has one conversation history, so a front desk team member sees the full picture before replying.

HIPAA compliant texting on a platform built for practices

Texting from personal phones leaves messages scattered and hard to manage. Using the inbox keeps patient conversations on a HIPAA-compliant platform, in one record your team can see. Use good judgment about message content: keep texts short and practical, such as confirming a visit or sharing a form link, and move sensitive discussions to a call or visit.

Assign, filter and reply as a team

A shared inbox works when everyone knows who is handling what.

• Filter by channel, status or assigned team member
• Assign a conversation to the person best placed to answer
• Use reusable snippets for questions you answer every day, such as hours, parking and first-visit forms
• Review conversation analytics to see how your team is responding

For a chiropractic office, that might mean the front desk handles scheduling messages while the doctor answers a clinical follow-up.

A shared inbox works best with a simple routine. Decide who checks it first thing in the morning, who covers lunch and who reviews it at close. Use assignments and snippets so every message has an owner and common questions get consistent answers. Review the conversation analytics now and then to see where replies are slow.

How it works

1. Connect your messaging channels, such as your business number, email and social pages.
2. New messages arrive in the Patient Inbox as threads tied to the patient record.
3. Filter the view and assign threads to team members.
4. Reply with a typed message or a saved snippet.
5. Close the conversation when it is resolved, and review analytics periodically.

Fewer missed messages

Missed messages cost new patients. When texts, social messages and chat all land in one place, a message sent late Friday does not sit unseen in someone's pocket. AI features such as Website Chat & Text AI can respond first and hand off to your team, with the whole thread visible in the same inbox.

Works with the rest of your practice tools

The inbox connects to the patient record, so you can see contact details, notes and appointments alongside the conversation. It also fits with appointment reminders, campaigns and the new-patient pipeline: replies from those tools come back to the same inbox.

Chiropractors, physical therapists, dental offices, med spas and wellness practices all use the Patient Inbox. It is included in the Copilot plan and in Autopilot, with a help center guide available for setup.