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Conversations & Inbox

The Conversations inbox is your unified communication hub. Every text, email, phone call, and voicemail with your clients and leads is visible in one place — no more jumping between your personal phone, email, and other apps.

1. Inbox Overview​

When you click Conversations in the left sidebar, you'll see:

  • All Conversations — every conversation across all channels
  • Unread — conversations with unread messages
  • Starred — conversations you've marked for follow-up
  • Mine — conversations assigned to you specifically
  • Unassigned — conversations not yet assigned to a team member

Each conversation shows:

  • The contact's name
  • The last message preview
  • The time of the last message
  • The channel (SMS icon, email icon, phone icon)
  • A colored dot indicating open (green) or closed (grey) status

2. Sending a Text Message (SMS)​

  1. Open an existing conversation or click + New Conversation (pencil icon, top right).
  2. If new, search for the contact by name or phone number.
  3. Select SMS as the channel.
  4. Type your message in the text box at the bottom.
  5. Click Send or press Enter.

SMS Tips:

  • Keep texts concise and conversational.
  • You can insert templates (pre-written messages) by clicking the template icon.
  • Use emojis sparingly and only if appropriate to your clinic's tone.
  • Attachments (images, PDFs) can be sent via MMS by clicking the paperclip icon.

Compliance Note: Only contact clients who have opted in to receive texts. Opt-in consent is typically collected on your intake form. See Forms & Surveys for how to add an SMS consent field.

3. Sending an Email​

  1. Open a conversation or click + New Conversation.
  2. Select Email as the channel.
  3. Add a Subject line.
  4. Compose your message in the rich text editor.
  5. Attach files if needed (e.g., intake paperwork, insurance forms).
  6. Click Send.

4. Making and Receiving Calls​

Clinivoz includes built-in calling through your clinic's phone number.

Making an outbound call:

  1. Open the contact's record or conversation.
  2. Click the phone icon next to their number.
  3. Your browser will connect the call using your computer's microphone and speakers (or a headset).

Receiving an inbound call:

  • Incoming calls ring in the browser and (if enabled) on the mobile app.
  • Click Accept to answer.
  • Missed calls appear in the Conversations inbox as missed call notifications.

Call Recording:

  • Calls can be recorded automatically if enabled in your settings.
  • Recordings appear in the contact's activity timeline after the call ends.
  • Review local and state regulations on call recording consent before enabling this feature.

Voicemail:

  • Set up a custom voicemail greeting in Settings > Phone Numbers.
  • Voicemails are transcribed automatically and appear in the Conversations inbox.

5. Using Message Templates​

Templates save time for messages you send repeatedly — appointment reminders, intake instructions, waitlist confirmations, etc.

Creating a Template:

  1. Go to Settings > Templates (or access via the template icon in any conversation).
  2. Click + New Template.
  3. Choose SMS or Email.
  4. Write your template. Use merge fields to personalize:
    • {{contact.firstName}} — inserts the contact's first name
    • {{contact.lastName}} — inserts last name
    • {{appointment.date}} — inserts appointment date
    • {{appointment.time}} — inserts appointment time
    • {{user.firstName}} — inserts the staff member's name
  5. Name and save the template.

Using a Template in a Conversation:

  1. Click the template icon (pages icon) in the message compose area.
  2. Browse or search for your template.
  3. Click to insert it — merge fields populate automatically.
  4. Edit if needed, then send.

Suggested Templates for Speech & ABA Clinics​

Template NameChannelUse Case
New Inquiry - WelcomeSMSSent immediately when a new lead submits an intake form
Appointment Reminder - 48hrSMSSent 48 hours before a scheduled appointment
Appointment Reminder - 24hrSMS + EmailSent 24 hours before appointment
Appointment ConfirmationSMSSent immediately after booking
Waitlist ConfirmationEmailConfirms a client has been added to the waitlist
Authorization Update RequestSMSReminder to families to follow up on insurance authorization
No-Show Follow-UpSMSSent after a missed appointment
Discharge SummaryEmailSent when a client completes their plan of care

6. Assigning Conversations​

For clinics with multiple staff members, assign conversations to the right person so nothing falls through the cracks.

To assign a conversation:

  1. Open the conversation.
  2. Click the Assign dropdown in the top right of the conversation view.
  3. Select the team member.

Unassigned conversations appear in the Unassigned filter view. Set a team protocol for who monitors and assigns new incoming messages (typically the front desk coordinator).

7. Opening and Closing Conversations​

Conversations are either Open or Closed.

  • Open — actively needs attention or response
  • Closed — resolved; no action needed

Mark a conversation as Closed once:

  • The client's question has been answered
  • The appointment has been confirmed
  • The task is complete

To close a conversation, click the checkmark icon at the top of the conversation.

Closed conversations remain fully searchable and are preserved in the contact's activity timeline.

8. Starred Conversations​

Star a conversation to flag it for follow-up. Starred conversations appear in the Starred filter view.

Click the star icon at the top of any conversation to toggle it on or off.

Good use cases for starring:

  • A family that promised to call back but hasn't yet
  • A lead you want to circle back to next week
  • An insurance issue that's unresolved

Use the search bar within Conversations to find a specific message or conversation. You can search by:

  • Contact name
  • Phone number
  • Message content keywords

10. Do Not Disturb (DND)​

If a contact has asked not to be contacted, or has replied "STOP" to a text, Clinivoz will automatically flag them as Do Not Disturb (DND).

  • DND contacts will not receive automated texts.
  • You can manually enable or disable DND on any contact record.
  • Always honor DND status and any opt-out requests.

To check or toggle DND status:

  1. Open the contact record.
  2. Look for the DND toggle near the top of the record.