Messages to patients go out from a sender address run by Heltio — the clinic does not connect its own mailbox, upload keys or set records on its domain. The configuration on your side comes down to three things: the footer text, the address patient replies land on, and the list of enabled message types.
The screen is called Email Notifications and you will find it under Messaging → Email.
How to do it
Set the email branding
In the Email Branding section fill in two fields:
- Custom footer text — the clinic name, address, phone number. It goes at the end of every message.
- Reply-to email — where a patient's reply arrives when they click "Reply". Leaving it empty means the clinic address.
Choose the message types
The Email Types section is split into Appointments, Bookings and Other. Each row has a switch, a description and — where needed — a warning. For instance:
- Appointment reminder — "Reminder sent before scheduled appointment".
- Booking confirmed — "Confirmation after instant booking".
- Waitlist notification — "Notifies patients when a matching slot opens".
- No-show notification — with the warning "Consider whether this is appropriate for your practice before enabling".
Save
The Save button only becomes active once you change something; next to it stands Discard, which restores the saved state. After saving you will see Email settings saved.
When something does not work
Failed to save email settings
What this means: The save did not reach the server, or the account does not hold administrator rights.
No email on file. Edit the patient profile to add one.
What this means: The patient has no address recorded, so no message will go out to them — whatever the clinic settings say.
Unsubscribed from e-mails
What this means: The patient opted out of messages — either themselves through the link in the footer, or by a block set on their record.
Who has access
Clinic Admin"Only clinic owners and admins can configure messaging settings." Other roles see the messages that were sent on the patient record, but do not change the clinic settings.
Related
- SMS in Heltio — the second channel, billed against a balance.
- Notification preferences — which channel handles which event.
- Email to the patient — what the patient actually receives.
Related features
SMS — sender name and balance
SMS is sent by Heltio, not by your clinic. You do not connect your own operator account — you buy a balance, optionally order your own sender name, and decide which notifications go through that channel.
Email to a patient
Which emails Heltio sends patients on the clinic's behalf, how to turn them on and off, and what you can change in them.
My notification preferences
Your own settings — what Heltio should remind you about, how loudly, on which device, and during which hours it should stay quiet.