Features

Reception Messages — questions from your public page, in one inbox

A question box on your public page and an inbox inside Vitena. People ask before they book, the thread reaches whoever is on the desk, and nothing lands in someone’s private phone.

What the reception channel is

Anyone looking at your public page can ask a question without booking anything and without creating an account. They write the question, confirm their email through a one-time link, and the exchange lands in your practice’s inbox inside Vitena.

It is deliberately the front desk taking questions, not a chat app for patients in the middle of treatment. That is why it sits next to your booking page rather than inside the clinical record: the people writing are mostly deciding whether to come at all — do you take my insurer, what does that cost, is there anything Thursday evening.

Answering these is front-desk work, so assistants can do it too — and the channel works on the free plan.

Working the inbox

The inbox is built for the questions that repeat, not for long conversations.

  1. A new question arrives — you are notified by email and on your phone
  2. Open the thread and reply, or insert a saved reply and adjust it
  3. Mark the thread done when it is handled; done threads stay searchable
  4. Search and filter when someone writes again weeks later
Tips
  • Save a reply for every question you answer more than twice — opening hours, parking, what a first visit costs
  • A thread is not a medical record: anything clinical belongs in the client’s notes, not here

How much is included

Reception conversations have their own monthly allowance on the free plan, separate from appointments: a message thread never eats into your appointment allowance and an appointment never eats into your threads.

As with bookings, a message is never refused. Past the allowance the sender’s name and contact details are masked in the inbox — you can still see that a real person is waiting — and upgrading reveals every waiting thread at once. For the exact current limits, see the fair-use section of the Terms.

Letting the AI receptionist take the first pass

You can switch on an AI receptionist that answers these messages out of hours from what your practice has published — hours, services, published prices and free slots — and hands anything else to a person. It is optional and off until you turn it on.

See the separate article on the AI receptionist for how it is set up, what it is allowed to say, and where it stops.

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Sık Sorulan Sorular

No. They write the question and confirm their email address through a one-time link. There is no signup, no password and no app.

The assistant role can read and answer the reception inbox — answering “do you take this insurance?” is front-desk work. It is the clinical notes that assistants cannot open.

No. It is the front desk taking questions from people deciding whether to come. Documents and plans for existing clients travel through the client portal instead, which keeps sensitive files out of chat.

Sık Sorulan Sorular

No. They write the question and confirm their email address through a one-time link. There is no signup, no password and no app.

The assistant role can read and answer the reception inbox — answering “do you take this insurance?” is front-desk work. It is the clinical notes that assistants cannot open.

No. It is the front desk taking questions from people deciding whether to come. Documents and plans for existing clients travel through the client portal instead, which keeps sensitive files out of chat.