Customizing emails sent for consults

Overview

Customizing consult emails in Embodia allows you to tailor the communication your patients receive before and after their appointments. Instead of relying solely on default system messages, you can personalize content to reflect your clinic’s branding, provide important instructions, and create a more professional and consistent patient experience.

This feature helps you:

• Ensure patients receive clear, relevant information (e.g., preparation instructions, logistics, follow-up steps)
• Reinforce your clinic’s brand and tone of communication
• Improve patient engagement and reduce missed or unprepared appointments
• Standardize messaging across your team or customize it per practitioner or service

Email customizations can be applied at both the clinic and individual level and can be linked to specific services or overridden when scheduling a consult, giving you full flexibility in how and when messages are sent.

Please note: If you do not customize any emails, the patient will still receive the automated emails listed above. If you want to turn off or change which emails your patients receive, please refer to the setting up your consult settings guides.

A note about branding: By default, the branding displayed in your emails will be Embodia's branding. However, you can change this to your brand, and we strongly recommend that you do! Learn how to add your branding on Embodia in this help article.

Managing your email customizations

To manage the email customizations, go to Consults > Settings > Email customizations. Here you will see a list of all of your customized emails. Click Add a new customization to get started.

Clinic vs personal:

• Clinic managers can create templates for the clinic account (shared across the team) or personal account (private).
• Non-managers can only create personal templates.
• Using clinic-level templates is recommended for consistency and flexibility.

Customizing emails sent before the consult

There are five types of automated emails that can be sent prior to a consult:

• When a consult is scheduled
• When a consult is updated
• When a consult is cancelled
• A reminder one day before the consult
• A reminder a few hours before the consult

How to customize

When creating or editing a customization (under the Before the consult tab):

The screen is split into:

• Editing pane (left): where you make changes
• Preview pane (right): shows how the email will appear

You can:

• Name your customization (internal use only)
• Select language (English or French)
• Adjust the identifier (e.g., rename “consult”)
• Add a custom section (e.g., parking info, preparation instructions)

Your custom section will appear near the end of the email, just before your signature.

Preview behavior

• The preview uses placeholder data (e.g., sample names and times)
• Actual emails will automatically populate real patient, practitioner, and scheduling details

You do not need to edit each email individually, changes apply across all relevant email types.

Some sections may not appear in certain emails (e.g., custom content won’t show in cancellation emails if not relevant).

Note: If you cannot see your custom section in the Email preview, please make sure that you are previewing a 'fitting' email. For example, a custom section will not appear in the 'Email sent to a patient when a consult is cancelled' as it would not be relevant. Embodia automatically excludes the non-pertinent sections for you, and adds them only when relevant to save you time!

Customizing emails sent after the consult

By default, Embodia sends one post-consult email only if questionnaires are assigned after the consult.

How to customize the email

• Go to Consults > Settings > Email customizations
• Click on the name of the email 
  
  
  
  
• Click the After the consult tab
  
  

By default, Embodia will only send an email if there are questionnaires that need to be completed by the patient after the consult. You can override this behaviour by clicking on the edit icon (arrow #2 in the image above), and selecting the desired behaviour:

• With questionnaires: This is the default behaviour - an email will only be sent if there are questionnaires that need to be completed by the patient after the consult;
• Every consult: Select this behaviour if you want an email to be sent to the patient after every consult;
• Every certain number of consults: Select this behaviour if you want an to be sent to the patient after every certain number of consults, for instance every 3 consults. If you select this option, a new field will appear where you can select the frequency;
• After the first consult: Select this behaviour if you want an email to be sent to the patient only after the first consult;
• After a certain number of consults: Select this behaviour if you want an email to be sent to the patient after a certain number of consults, for instance after the 3rd consult. If you select this option, a new field will appear where you can select the desired number of consults;

Please note that if there are questionnaires that need to be completed by the patient after the consult, an email will be sent to the patient regardless of the chosen behaviour.

On that page, you can also see a preview of the email that will be sent to the patient. The email will include a section that lists the questionnaires that need to be completed by the patient. If no questionnaires need to be completed, this section will be omitted.

If you would like to customize the email sent, click on the Edit button (arrow #3 in the image above).

Before starting to edit the email, please make sure to set your email communications settings and set your brand styling as outlined in the contact information and branding guide.

Attaching the email customization to your services or a consult

Once you've completed the setup of your email customizations, you can attach them to one or more of your services by selecting them from the drop-down menu when setting up/updating your services:

When a consult is scheduled using this service, the emails sent as part of the consult will use the selected email customization.

You can also override the email customization when creating a consult by selecting the consult email in the scheduling pop-up form: