Help with Client messages and conversations
This page focuses on the guide you were reading. Work through the relevant checks below, then send us a question if the issue is still unresolved.
Missing access may be expected. Check its rollout status before treating the absence of a control as a technical fault.
Start with your client messages and conversations setup
These are checks drawn from this feature's own instructions.
- Separate operational messages from clinical information.
- Use only communication channels the client has agreed to.
Common problems in Clients & communication
Choose the problem closest to what you are seeing. Each one includes practical checks and a safe next step.
A client cannot complete a form or requirement
- Review required questions and validation messages.
- Check that the correct form or link is associated with the appointment.
- Verify whether the form was already submitted or its access expired.
A reminder or message was not received
- Review client contact details and communication preferences.
- Check the message trigger, schedule, and opt-in requirements.
- Confirm the appointment status satisfies the notification rule.
Still not resolved?
When you contact support, tell us what you expected, what happened instead, the non-sensitive error text (if any), and roughly when it occurred. The form will automatically include Client messages and conversations as the topic.
Please do not include passwords, security codes, payment card details, client health records, or any other sensitive information.