How patient emails are sent and branded

Every email Clinicify sends a patient is sent on behalf of your clinic. Patients see your clinic’s name and branding, and any replies go to you.

Who the email is from

The sender name is your clinic’s name, exactly as it’s set in your clinic details. The email itself is sent from Clinicify’s own verified sending address. This matters for delivery: email sent from your own domain by another service is often treated as spam, so using a verified address keeps your messages out of junk folders.

Your clinic’s name is used as you’ve written it, except that quote marks and line breaks are removed from the sender name so it displays correctly in every inbox.

Where replies go

Each email says “Please do not reply to this address, replies go to the clinic.” When a patient replies, their email goes to the Reply-to email you’ve set under Clinic settings > Patient notifications. If you leave that blank, replies go to the Contact email in your clinic details instead.

How emails look

Every patient email uses the same layout:

• Header: your logo, or your clinic’s name in your brand colour if you haven’t uploaded a logo.
• Body: a clear heading, a short message and usually a button, such as View your results or Complete your forms. Buttons use your brand colour, with the text colour chosen automatically so it’s readable.
• Footer: your clinic’s name, address, phone number and the email address replies go to (whichever you’ve added), a line explaining why the patient received the email, and a note that it was sent by your clinic using Clinicify.

If the owner turns off Show clinic branding in email notifications on the Branding page, emails leave out your logo and brand colour: the header shows your clinic’s name in a neutral dark colour, and buttons use the same colour. Your clinic’s name, address and footer stay. It’s on to start with.

Each email also has a plain-text version for email apps that don’t show formatting. To change the logo, brand colour, address or phone number, see Brand your patient portal and emails and Update your clinic details.

What stays out of email

Email isn’t a private channel, so Clinicify keeps clinical detail behind portal sign-in:

• Results: the email says results are ready. Values stay in the portal.
• Forms: the email says how many forms there are, never their titles, because a title can reveal a treatment.
• Answers to questions: the email says there’s a reply. The reply itself is in the portal.
• Calendar entries: the calendar file carries your clinic’s name only, never the treatment.

The exception is aftercare. The aftercare email includes the key points and a highlighted When to contact us straight away section listing warning signs, with your phone number if you’ve added one. Safety information belongs where a patient will see it quickly, even late at night.

Good to know

• Sign-in code emails put the code in the subject line, and tell the patient never to share the code by phone or text.
• The first email from a new sender is sometimes filtered to junk. If a patient hasn’t received something, ask them to check their spam folder.
• To choose which emails go out, see Choose which messages patients receive.