The channel patients actually answer, run properly.
Texting is where patients respond — but bolted-on texting tools create a second system: another tab, no chart context, threads nobody owns. Revado makes text a first-class channel in the same inbox as calls, with the AI carrying the routine load.
Why this keeps happening.
Messages arrive in a standalone app, unclaimed. “I thought you answered that” is how a reschedule request ages into a no-show.
The text thread doesn’t know the patient has an appointment Thursday, and the chart doesn’t know the patient texted. Two systems of record means zero systems of record.
“What time is my appointment?” “Do you take Delta?” “Can I come at 3 instead?” — each trivial, collectively hours a day of front-desk attention.
How two-way patient texting works.
Every patient is one thread across channels. The text conversation and this morning’s call sit in the same place, with the chart context pinned to it.
Appointment lookups, confirmations, reschedules, and standard questions are answered automatically against live PMS data; anything ambiguous is flagged for your team with a drafted reply.
Patients text in Spanish and get answered in Spanish — same thread, no handoff to “the bilingual staff member.” Language preference persists per patient.
Schedule changes made by text hit the PMS immediately, and conversation summaries write to the chart on supported systems. The record stays whole.
Questions practices ask about this.
Do patients text our existing office number?
Yes — we text-enable your existing landline number, so patients text the number they already have. No new number to publish.
How do we control what the AI answers versus a human?
By rule. Scheduling and factual lookups are typically automated; clinical questions, complaints, and billing disputes route to your team. Every automated reply is visible in the thread.
Is texting PHI-appropriate?
We operate under BAAs and follow consent and opt-out requirements for patient messaging. Email trust@revado.ai for the compliance overview.
Can multiple team members work the same inbox?
Yes — the inbox is shared, threads show who (human or AI) said what, and nothing depends on one person’s phone or memory.
Practice types that lead with this.
Runs on the PMS you already have.
Deeper reading on this job.
See this running on your schedule.
20-minute demo. We’ll connect a sandbox or your real system and walk through exactly how two-way patient texting runs — the scripts, the escalation rules, and what lands in your inbox.