SUMMARY
This release brings updates across several key areas to help your practice run more smoothly, from reaching new patients faster to verifying coverage in more places:
- SR Schedule: A redesigned booking experience is now live for every SR Schedule client, built to be faster and easier for patients on any device
- SR Conversations: Waitlist (beta) helps you fill last-minute openings by matching them with patients who want in sooner
- Stella: Default response language settings now support English, Spanish, French, or bilingual English/Spanish
- SR Reputation Engine: Review invitation templates updated to comply with Google’s current review policy, plus new send-timing options
- Intake: New table-style question type, continuous demographics view, and a “Fill Out Forms” button in appointment reminders
- SR Schedule: New link builder, custom brand color settings, better returning-patient lookup, and a beta report for reschedules and cancellations
- Location Hub: New Intake report, SR Schedule URLs report, Survey Detail report, and targeted group message propagation for enterprise accounts
- Location Hub Newsletters: New $CSV_URL$ and $CSV_PHONE$ tokens for personalized, trackable links and phone numbers
- Insurance: A new banner in the Insurance Snapshot makes it easier to reconnect a disconnected payer portal
- SR Conversations: GoToConnect integration (beta) with separate missed-call SMS templates for office and after-hours
Insurance — Reconnect a Dropped Payer Portal Without Leaving the Page
A dropped payer portal connection is easy to miss until your team is already working with incomplete data. Insurance Premium users now see a banner at the top of the Insurance Snapshot when a payer portal is available but not connected, with quick access to reconnect right from the page.
Location Hub — Survey Detail Report Is Back
Enterprise teams that relied on the Survey Detail Report in the legacy platform were left piecing survey data together from CSV exports after the migration, which turned a quick check into a spreadsheet exercise. The Survey Detail Report is now back in Location Hub with the same filters, drill-downs, and functionality, alongside a new CSV Reports tab for exports.
Conversations — A Live Practice Settings Page
Keeping practice information current used to mean bouncing between the legacy settings page and a handful of other spots to update details, upload a logo, or make sure your Privacy Policy URL was in the right place. Everything now lives on a new Practice Settings page in Conversations, with a live, editable form for practice information, logo uploads, a Privacy Policy URL field, and cleaner navigation between settings pages.
SR Schedule — Find Returning Patients by Preferred Name
Returning patients don’t always enter their information the way it sits in your system. A patient named Katherine who goes by Kate, or someone who mistypes their own first name on a phone, would get flagged as new, adding duplicate records for your team to clean up later and slowing the booking for the patient. Returning-patient lookup now searches both legal and preferred names, with case-insensitive matching and improved logic for small first-name typos.
SR Schedule — Even Distribution and Order Control for “No Preference” Bookings
When new patients don’t have a provider preference, the same provider often ends up absorbing most of those bookings, which throws off schedules and quietly builds resentment across your team. The logic for “no preference” appointments has been updated to distribute them randomly among available providers, and your team can now control the order of providers in the list and place “No Preference” wherever it fits best.
SR Schedule — Custom Brand Colors for Your Scheduler
When every scheduling link leads to the same starting point, patients often pick the wrong provider or appointment type on the way through, and your front desk cleans it up on the back end. A new link builder in SR Schedule settings lets you create appointment links pre-filled by provider, location, and appointment type, so patients land where you want them with less back-and-forth.
SR Schedule (Eye Care) — Collect Medical and Vision Insurance Separately
An appointment booked with the wrong type of insurance on file often turns into a rescheduled visit, a surprised patient, or a claim denial your team has to unwind. Vision Schedule now lets practices configure separate Medical and Vision insurance options at booking, with an updated settings UI. This applies to Vision vertical accounts only.
SR Schedule Pro: Reschedules and Cancellations Report (beta)
Every cancellation and reschedule chips away at a day’s revenue, but most practices don’t have a clean way to see the pattern behind them. A new report in SR Schedule Pro tracks cancellations and reschedules with filtering by date, provider, location, and change type, plus sortable columns and CSV export for deeper analysis.
SR Schedule Pro — Reschedules and Cancellations Report (beta)
For new patients, a missed-call reply is often the first thing they ever hear from your practice, and a generic auto-text doesn’t do much to earn the callback. A new settings panel in SR Conversations lets practice administrators configure their GoToConnect integration through OAuth, with separate missed-call SMS templates for office hours and after-hours so patients get the right message at the right time.
Virtual Scheduling Assistant (Stella) — SMS Auto-Replies Now Respect Your Response Hours
Your practice already sets response hours for a reason, and auto-replies that ignore them make Stella feel disconnected from the rest of your patient communication. Stella’s SMS keyword processor now respects the configured response hours, so automated replies only go out when the agent is available.
Virtual Scheduling Assistant (Stella) — Take a Message Instead of Transferring the Call
A patient who gets forwarded, put on hold, and eventually asked to leave a voicemail often forgets half of what they wanted to say by the time they’re recording. A cleaner message captured by Stella at the start of the call tends to give your team what they actually need to follow up well. A new “Disable Forwarding and Take Message” option on the AI Settings page lets Stella take a message from the caller instead of transferring the call to the office.
Virtual Scheduling Assistant (Stella) — Acknowledge and Unacknowledge SMS Action Banners
When Stella flags a follow-up on a text conversation, your team needs a clear way to mark it as handled. The SMS action banner can now be acknowledged and unacknowledged, shows who last updated it and when, and displays the conversation topic in the AI summary. The design also matches Voice Transcripts for a consistent feel across channels.
Virtual Scheduling Assistant (Stella) — Broader Auto-Reply Coverage for Appointment Texts
Patients text about appointments in a lot of different ways, and auto-replies should reflect everything Stella can handle. Stella’s auto SMS response now uses more general language with an expanded list of trigger keywords in English, Spanish, and French, with replies going out in the appropriate language unless a human responds within three minutes.
Conversations – View and Send Waitlist Messages to Fill Open Appointments (beta)
A cancellation shouldn’t mean an empty chair, but without a fast way to match openings to waiting patients, that slot often goes unfilled and the front desk loses time trying. Waitlist is a new tool inside Conversations that helps your team pair last-minute openings with the patients most likely to take them.
What you can do:
- View all waitlist patients in one table with sorting, search, and filters by provider, appointment type, or pending invites
- Add patients manually with a streamlined workflow: search the patient, pick an appointment type, add notes
- Take action right from each row: flag high priority, edit provider preferences, send invites, manage notes, or jump straight to the patient thread
- Manage your waitlist within Solutionreach or sync automatically with your PMS*
*Limited PMS options are supported for full integration. All users can maintain and message a waitlist within Solutionreach regardless.
Virtual Scheduling Assistant (Stella)— Choose the Default Language and Voice Patients Hear
Being greeted in their own language makes a real difference in how comfortable patients feel booking or asking a question. Virtual Scheduling Assistant’s (Stella’s) default response language can now be set to English, Spanish, French, or bilingual English/Spanish from the AI Assistant settings page, with voice options that automatically filter to match.
Good to know: Stella still understands and responds in any supported language regardless of this setting. This just sets her starting point.
Our recommendation: Keep the default English setting for a mostly English-speaking patient base. Switch to Bilingual when Spanish-speaking patients make up more than half your patient population.
SR Reputation Engine— Review Templates Updated for Google’s New Review Policy
Google’s updated review policy no longer allows practices to steer only their happiest patients toward leaving a review, which puts non-compliant templates at risk of hurting a practice’s Google presence. Review Invitation templates in SR Reputation Engine have been updated to use neutral, balanced language that complies with the new policy, and the new default template, “Trusting Our Practice,” asks every patient for honest feedback.
SR Reputation Engine — Choose When Review Invitations Are Sent
The timing of a review request can make a real difference in whether patients respond, and until now that timing wasn’t yours to control. SR Reputation Engine PRO users can now choose when automated review invitations send after a completed appointment: same-day, next-day, one week, or two weeks. Same-day invites always go out at least 90 minutes after the appointment and respect your frequency limits, holiday restrictions, and legal time windows.
Intake — Show Demographics on One Page or Broken Into Sections
Every extra page in an intake form is another chance for a patient to lose focus, especially on a phone. A new option in Intake packet settings lets you display all demographic sections continuously on a single page or keep page breaks between them, with the patient view updating dynamically based on your selection.
Intake — Group Related Questions Into a Single Table
Intake forms get long fast when you’re asking similar questions with the same set of answers, like how often a patient does certain activities. A new “Table – Multiple Answers” question type lets you group those questions under a shared set of answers, with a clean row-and-column layout that’s fully mobile-responsive and lets patients change selections before submitting.
Intake – A “Fill Out Forms” Button in Appointment Reminder Emails
Patients are far more likely to complete their intake forms when the path to get there is obvious. Pre-Visit Instructions emails now include a “Fill Out Forms” button that takes patients straight to their forms in one tap, styled to match the “Confirm Now” button. SMS messages continue to provide a direct link.
Location Hub — Assign Group Message Templates to Specific Offices
Not every message template belongs at every location. A pediatric campaign shouldn’t propagate to your adult-only offices, and a state-specific compliance notice can create confusion when it reaches practices where it doesn’t apply. Location Hub now lets users assign group message templates to specific offices instead of all locations, with tools to search, manage, and see where each template lives.
Location Hub Newsletters — Personalized Links as Buttons or Text
The difference between a text link and a well-placed button can be the difference between an email that drives clicks and one that gets skimmed. The CSVURLCSV_URL token in Location Hub Newsletters now supports a button option alongside text links, so your team can insert personalized, trackable links in either format. A warning also blocks sending if a patient group CSV upload is missing URLs.
Location Hub — Track Patient Phone Numbers in Newsletters
Enterprise newsletter campaigns often need trackable patient phone numbers alongside other personalization. A new CSVPHONECSV_PHONE token pulls patient phone numbers from CSV uploads and works in both texting and email newsletters, with a warning if the CSV doesn’t include phone numbers.
Location Hub — Intake Activity Report Across Every Practice
Tracking intake activity across every practice used to mean pulling data one location at a time. A new Intake report in Location Hub gives your team a centralized view across selected practices and date ranges, with appointment information, packet status, and messaging history exportable to CSV.
Location Hub — SR Schedule URLs Report for Every Practice
Enterprise marketing teams often need every practice’s scheduling URL in one export. A new SR Schedule URLs report in Location Hub lets your team view and export scheduling URLs and iFrame embed codes for all practice locations, filterable by practice.
SR Schedule & Check-In — Privacy Policy Link in the Footer
Patients notice when a scheduling or check-in flow doesn’t reflect a practice’s privacy commitments. Practices can now add a Privacy Policy link in Practice Settings that appears in the SR Schedule and Check-In footers, on both Basic and Pro versions in mobile and desktop views.
SR Schedule & Check-In — Privacy Policy Link in the Footer
Patients notice when a scheduling or check-in flow doesn’t reflect a practice’s privacy commitments. Practices can now add a Privacy Policy link in Practice Settings that appears in the SR Schedule and Check-In footers, on both Basic and Pro versions in mobile and desktop views.
Intake — Copy Warning to Keep Linked Resources in Sync
Copying an intake packet is easy to do, but the QR codes, URLs, and pre-visit instructions pointing to the original are easy to forget. A warning now appears at the top of a copied intake packet reminding your team to update those resources, with a follow-up reminder after saving.
Intake — Consistent Send Behavior for Intake Packets
When the send modal behaves differently depending on where staff open it from, the small differences add up to real friction and the occasional resend of a packet a patient already submitted. The send experience is now consistent across all sending locations: completed intake packets can’t be resent for the same appointment, and incomplete packets can be resent using the same link.
Intake — Two-Column Layout for Multi-Answer Questions on Mobile
Asking patients to scroll sideways to see every answer choice is one of the fastest ways to lose them mid-form. The Health History Update questionnaire’s multi-answer questions now display in two columns on mobile, so every option is visible without horizontal scrolling.
Surveys — Cleaner Email Template Without the Duplicate Link
A “Take the Survey” button followed by the same link written out in text underneath it gives patients two ways to do the same thing, which can read as clutter and can even suggest the button isn’t working. The survey email template now shows the button only, for a cleaner, more polished email.
Conversations — Patient Profile Appointment Times Now Match Your Practice’s Time Zone
Appointment times on some patient profiles were displaying in the wrong time zone. They now consistently show the correct time based on your practice’s time zone.
Conversations — Send Intake Requests to Unassociated Phone Numbers Without Errors
Not every intake form goes to a patient who’s already in your system. Caregivers, new patients calling ahead of their first visit, or a family member helping with paperwork often need a form sent to a phone number that isn’t tied to a chart yet. Sending an intake request to an unassociated number no longer throws an “Unknown Error,” so your team can send the form and keep the conversation moving.
Email — Practice Name Now Displays as the Newsletter Sender in Gmail
Patients scan their inboxes fast, and a newsletter that shows up under an unfamiliar email alias instead of the practice name is one that often gets skipped or reported as spam. After a change to Gmail’s email system caused sender names to display as the email alias, newsletters now consistently show the practice name as the sender across all email clients.
Groups — Refreshed Manage Groups Page
Pages that get used every day earn every small usability improvement, because the little friction points add up over hundreds of clicks a week. The Manage Groups page has been refreshed with better button scaling, clearer column names and spacing, updated action and copy button containers, and a cleaner info icon. Visual only, no changes to functionality.
Insurance — MFA Prompt Now Appears Only When Reauthentication Is Needed
A multi-factor prompt that appears when it isn’t actually required stops your team mid-workflow, adds a step that feels arbitrary, and leaves people wondering whether something is broken. The MFA modal for insurance integrations now appears only when reauthentication is actually required, and users can still disconnect and reset the connection when needed.
Intake — Send Forms Directly From Conversations and the Take Action Calendar
Sending an intake form should work the same way from every part of the platform your team already lives in. Intake forms can now be sent directly from both Conversations and the Take Action Calendar, choosing the patient’s device, linking to an upcoming appointment, and picking a packet. Duplicate protection prevents the same packet from being sent twice for one appointment, and a “Resend Packet” option keeps the same link active so patients can pick up where they left off.
Location Hub — Unsubscribe Rate on Every Newsletter
Understanding how patients respond to your newsletters means knowing not just who opened, but who opted out. The Newsletter Detail report now shows the unsubscribe percentage for each newsletter in both all-sent and individual views, calculated from unique unsubscribe clicks divided by newsletters sent.
Location Hub — Newsletter Campaign Drafts Now Save Reliably for Large Audiences
Losing a newsletter draft mid-build is more than an inconvenience. It costs your team the design work, the copy revisions, and the segmentation decisions that went into it, all of which get harder to reconstruct the second time through. Newsletter campaign drafts in Location Hub now save reliably for large enterprise audiences, with performance improvements to handle bigger recipient lists.
Location Hub — Manage Users List Now Sorted Alphabetically
Finding a specific user in an enterprise account with dozens or hundreds of team members shouldn’t require a scroll-and-scan through a random order. The Manage Users list in Location Hub now sorts alphabetically by last name, then first name, including pending invites. Sorting is case-insensitive and holds up when filtering or searching.
Message Editor — Rich-Text Editor Updated Across the Platform
Behind-the-scenes updates to core tools like the rich-text editor should feel invisible to your team, not force them to relearn a workflow they use every day. The rich-text editor across the platform has been updated from TinyMCE to Jodit, with all existing functionality preserved so nothing changes about how your team writes messages, templates, or content.
SR Schedule — Hide Patient Type Options When No Appointment Types Are Available
Nothing frustrates a patient trying to book online like tapping “New Patient” and finding no available appointment types to choose from. Dead ends like that often send them straight back to the phone or to a competitor’s booking page. SR Schedule now hides New or Returning patient type options when there are no active appointment types for that type, with a banner instructing patients to call the practice instead.
