Communication Scripts

Scripts are your reusable message templates — the wording sent by text, email, or spoken on a call — with patient details merged in automatically.

Where to manage them

Go to Comms → Admin → Scripts. The list has Search (by title) plus Scenario and Type filters. Click New Script to create one.

What a Script contains

• Title — a name for your reference.

• Scenario — which workflow/use case it's for (e.g. Hygiene reactivation, Appointment confirmation, Appointment reminder, Review request).

• Type (channel) — Phone call, Text message, Email, Mailed letter, In person, or AI phone call.

• Content — the message body, where you write the wording and insert merge fields.

Merge fields

Merge fields drop each patient's real details into the message at send time. Write them in double braces. Common ones:

• Patient: {{ PATIENT_FIRST_NAME }}, {{ PATIENT_LAST_NAME }}, {{ PATIENT_FULL_NAME }}, {{ PATIENT_EMAIL }}, {{ PATIENT_SCHEDULER_LINK }}

• Sender (staff): {{ SENDER_FIRST_NAME }}, {{ SENDER_FULL_NAME }}

• Practice: {{ PRACTICE_NAME }}, {{ PRACTICE_PHONE_NUMBER }}, {{ BOOKING_LINK }}

• Appointment: {{ APPOINTMENT_TIME }}, {{ APPOINTMENT_CONFIRMATION_LINK }}, {{ APPOINTMENT_PORTAL_LINK }}

• Other: {{ REVIEW_REQUEST_LINK }}, {{ BOT_NAME }} (your AI agent's name)

Preview before you save

Every script shows a live preview using sample values (e.g. patient "Jamie Rivera," sender "Alex Morgan"), with the merge fields highlighted so you can see exactly which parts fill in per patient.

How scripts connect to workflows

A script is defined by its scenario + channel. That pairing is what makes it available in the right places — when you build a cadence step or start a conversation for that scenario and channel, the matching scripts appear for you to choose.

What's next

• Cadences