Day to day
Patients and consent
Who agents contact, how consent is recorded, and everything Voxlera knows about each patient.
Your patients come from your PMS: they appear in Voxlera after the first sync and stay up to date automatically. Open the list by searching for Patients (Ctrl + K), or search for a patient by name.
Outreach: who gets contacted
The top of the Patients list tells you how many patients receive outreach — for example “320 of 1,450 patients receive outreach”. Agents only contact patients who receive outreach.
Important
Until you add a rule or include patients by hand, no one receives outreach. This is deliberate: you decide who is contacted.
There are two ways to decide:
Outreach rules
Open Outreach rules on the Patients list and add rules based on nationality, language, doctor or treatment type. Patients who match any enabled rule receive outreach. The options come from your synced patient data.
Per-patient overrides
Include or exclude individual patients from the list (one at a time or in bulk) or from their record. A manual include or exclude always wins over the rules. Use Clear override to go back to the rules.
Filter the list by Eligible (rule), Included, Excluded or Not eligible to check the result.
A patient’s record
Open a patient to see:
- Outreach — whether they receive outreach, and any override.
- Contact details from your PMS.
- History — a timeline of calls, messages, appointments, treatments and consent changes.
- Consent — their SMS and WhatsApp consent records.
- Data & compliance — export or erase their data.
Consent for messages
To send a patient an SMS or WhatsApp message, Voxlera needs an active consent record for that channel. Each record shows where the consent came from:
| Source | Meaning |
|---|---|
| PMS | Taken from the consent field in your practice management system. |
| Inbound | The patient messaged your clinic on WhatsApp first. |
| Staff | A member of your team recorded consent the patient gave in person, by phone or in writing. |
| Double opt-in | The patient replied to confirm they want messages. |
People who fill in your website’s consultation or enquiry form give their consent there, by ticking the form’s consent box.
Recording consent
On the patient’s Consent tab, choose Record consent, pick the channel and add evidence — a note, reference number or link that shows how and when the patient agreed (for example “verbal at reception, 11 May 2026”).
Revoking consent
If a patient withdraws consent, choose Revoke on the record and enter the reason. Messages on that channel stop immediately. The record is kept, marked as revoked, as proof of what was agreed and when.
Exporting or erasing a patient’s data
Owners (and anyone with the right permission) can:
- Export patient data — download everything Voxlera holds about the patient.
- Erase patient data — permanently remove their personal data. You’ll need to type the patient’s name to confirm.
See Privacy and KVKK for what erasure removes and what it keeps.