There are two ways to send a custom message, depending on whether it's tied to an existing patient request.
Option 1: Standalone message via Contact patients
Use this when messaging one patient or a list of patients outside of any specific request — for example, a general practice update. There's no questionnaire or booking link involved.
Steps:
Open Contact patients in the left-hand menu
Click Send a new message
Add your recipients — search for patients individually, enter details manually, or import a CSV list
On the Customise message screen, select General communication
Choose Email, SMS, or both, and write your message
Optionally, turn on Allow patients to reply in the Anima patient application
Schedule the message if needed, then select Confirm and send messages
Messages default to Hi {{name}}, … followed by your name and practice. You can insert message shortcuts by typing //.
If replies are enabled, patient responses appear under Conversations on the Dashboard. If the toggle is off, patients are directed to the Anima app but won't be able to reply within a conversation.
Option 2: Message on an existing request
Use this when you want to message a patient about a request that's already open.
Steps:
Open the relevant request
Go to the Message patient tab
Write and send your message
The patient is notified and can reply directly within Anima. Only practice staff can start these conversations.
Notes
The patient needs a valid email and/or mobile number for whichever channel you choose
You can check message status under Contact patients → Sent messages or Batch messages
General communication is for your own free-text message. The other Contact patients message types are Pre-made questionnaire and Self-book appointment