When someone messages your clinic from a number or account Pabau does not recognise, the conversation arrives unlinked — the header shows Not a patient. Linking it to the right client record connects the conversation to their history and fills the patient panel. This article shows you how.
Step 1: Spot an Unlinked Conversation
Open the conversation. Under the contact’s name you will see Not a patient with two buttons: Link patient and Create new.
Step 2: Click Link Patient
Click Link patient and search your existing clients — by name, phone, email or card ID. Pick the right record and the conversation is linked: the patient panel fills with their details, and the conversation appears in their communication history.
Step 3: Check the Link
The header now shows the client’s linked record, and the panel button reveals their contact details, files, notes and balance. Everything your team sends from now on is tied to the right person.
TIP: If the sender is genuinely new to your clinic, use Create new instead — it creates a lead or client from the conversation in one step. See our How to Create a Lead or Client from a Conversation in Engage article.
Related Articles
We suggest reading our Understanding the Client Panel in Engage article to see everything the panel gives you once linked.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.