One inbox for every patient conversation.

More than 70% of patients under 45 would rather text a dental practice than call - and most will silently bounce to a competitor that offers chat if yours doesn't. Live Chat & Messaging gives your practice a single, PMS-native conversation layer that covers website chat, two-way SMS, and (where available) Google Business Profile messages and Instagram DMs.

Every conversation is tied back to the patient record in Dentrix, Open Dental, or Eaglesoft - so the front desk sees prior visits, balance, recall status, and treatment plan in the same pane as the chat. No tab switching, no lost context, no "let me pull up your chart."

Web chat, SMS, missed-call text-back, review responses, and booking confirmations all land in one shared inbox. Conversations can be assigned, snoozed, tagged, and resolved - the same workflow your team already uses for email - without forcing patients into a portal login.

• Shared inbox with assignment, internal notes, and read receipts
• Auto-match incoming numbers to the PMS patient record
• Saved replies for common questions (insurance, hours, new-patient paperwork)
• Mobile app so the office manager can triage after hours
• Full transcript saved to the patient timeline for HIPAA-aligned audit

The website widget is built for booking, not deflection. Patients can ask a question, request an appointment time, or check insurance fit - and the conversation can hand off to AI Voice Agent, online scheduling, or a live human depending on hours and intent. Booked appointments write back into the PMS in real time.

Outside business hours, the widget switches to async mode: it captures the request, replies via SMS the next morning, and keeps the thread continuous so the patient never has to repeat themselves.

Every patient phone number in the PMS becomes textable on day one. The front desk can answer individually, the marketing workflows module can send recall and reactivation broadcasts, and Xcare IQ can segment audiences ("all hygiene patients overdue 90+ days in the M1J postal code") for one-off promotions.

TCPA and CASL compliance is built in: opt-in capture at booking, automatic STOP / HELP handling, quiet-hours enforcement, and a per-practice consent ledger you can export for audit.

An optional AI co-pilot drafts replies in the office's tone, summarizes long threads, and suggests next actions ("book hygiene," "send treatment plan," "escalate to doctor"). The front desk reviews and sends - the AI never auto-replies to a real patient unless the practice explicitly turns it on for after-hours coverage.

When AI does answer (typically 6pm-8am), every message is tagged, every escalation routes to on-call, and a morning digest lands in the office manager's inbox so nothing slips.

Live Chat & Messaging is the conversation layer; Missed-Call Text-Back, AI Voice Agent, Online Scheduling, and Review Generation all push into and pull from the same inbox. That means a patient who calls, hangs up, gets a text back, books online, and leaves a review is one continuous thread - not five disconnected tools.

The result: faster response times, fewer missed bookings, and a measurable lift in front-desk capacity without adding headcount.