Conversations is an SMS messaging tool built into Provet that gives your clinic one shared inbox for client communication. Messages are organized into threaded conversations linked to client records, so your staff can view message history, triage incoming messages, assign conversations, and respond with full context.
With Conversations, you can:
Send and receive SMS messages with clients
View all client SMS messages in one shared inbox
Track unread messages and real-time updates
See real-time notifications and unread message indicators
Automatically match incoming messages to client records
Set the status and priority of each conversation
Assign conversations to staff members
Before you begin
Once Conversations is configured by Provet, admins must grant users the required permissions to use Conversations.
Go to Settings > Users > Permission groups > Conversations.
Select the Read and Write checkboxes.
All users with the conversations permission enabled can view and use Conversations from the main menu.
Open the Conversations inbox
The Conversations inbox shows all SMS conversations for your clinic. To open it, select Conversations from the main menu.
The inbox displays a list of all conversations on the left. Each entry shows the client name (or phone number for unknown senders), a message preview, the date, and the priority level. Select a conversation to view the full message thread on the right.
Start a new conversation
Select Conversations from the main menu.
Select the pencil button next to All conversations to compose a new message.
Search for a client in the Recipients panel. The search results show the client name and phone number.
Select the client you want to message.
Type your message in the text field at the bottom of the conversation.
Select the Send button or press Enter on your keyboard.
Reply to a conversation
Select a conversation from the inbox list.
Type your message in the text field at the bottom of the conversation.
Select the Send button or press Enter.
Filter conversations
You can filter conversations by the Assigned user, status and/or priority to find specific messages in your inbox.
To filter conversations, use the dropdown menus at the top of the conversation list:
Assigned user: Filter by the user who is assigned to the conversation.
Status: Filter by All status, Open, or Resolved.
Priority: Filter by All priority, Low, Normal, or High.
Manage conversation status
Each conversation has a status to help you track your workflow. A conversation can be Open (active) or Resolved (closed).
To resolve a conversation, select the Resolve button in the top-right corner of the conversation.
To reopen a resolved conversation, select the Reopen button in the top-right corner of the conversation.
Set conversation priority
You can set a priority level to help triage conversations. The available priority levels are Low, Normal, and High.
To change the priority, select the priority label in the conversation header and choose a level from the dropdown.
Assign a conversation
You can assign a conversation to yourself or another staff member to continue the discussion.
To assign a conversation, select the Unassigned label in the conversation header. A dropdown appears with a list of staff members.
Select a name to assign the conversation, or select Unassign to remove the assignment.
View unread messages and real-time notifications
New incoming messages appear in the Conversations inbox automatically. Conversations with unread messages show an unread indicator in the conversation list so staff can quickly identify messages that need attention.
Automatic Client Matching
Incoming SMS messages are automatically matched to client records when possible. This helps staff view the full conversation in the correct client context. If a phone number is not matched to a client, the conversation is still shown in the inbox using the sender’s phone number.