Communication Hub

/features/communication-hub

Connected Conversations — One Shared System (CORE)

Hero Summary

Bring every patient, lead, and internal conversation into one shared space — directly connected to real work.

Primoro’s Communication Hub centralises messages across the practice and turns conversations into owned, time‑bound actions. Messages are not just messages — they create callbacks, tasks, and appointments that live inside Primoro’s CORE calendar model, ensuring nothing is missed, delayed, or forgotten.

CTAs

→ Request a demo

→ Explore Primoro CORE

What it does

Communication Hub enables practices to:

• Manage patient, lead, and internal conversations in one place
• Turn messages into actionable callbacks and tasks
• Route follow‑ups to the right roles and teams
• Maintain visibility across shifts, sites, and staff changes
• Reduce reliance on inboxes, SMS threads, WhatsApp, and ad‑hoc tools

Every conversation is anchored to CORE — with clear ownership, timing, and accountability built in by design.

Why it matters

• No disconnected conversations — messages are always linked to real work
• Fewer missed follow‑ups — callbacks and tasks are visible and time‑bound
• Clear ownership — conversations route into role‑based queues, not personal inboxes
• Operational continuity — communication history survives staff changes
• Consistent patient experience — timely, professional responses every time

Core capabilities

Conversations that create work (CORE)

In Primoro, conversations don’t sit in isolation.

Messages can:

• Create callbacks
• Generate follow‑up tasks
• Support appointment booking or preparation
• Add context to existing work

All resulting actions become calendar‑backed events, visible alongside other operational work.

Callbacks as first‑class work

Callbacks created from conversations are treated as structured operational actions:

• Time‑bound and SLA‑aware
• Routed to roles or functions
• Manually claimed and completed
• Visible across shared, role, and personal views

Patient callbacks are included in CORE.

Lead callbacks (for new enquiries or website visitors) are available when the Treatment Pipeline module is enabled.

Role‑first routing — not inboxes

Rather than assigning conversations to individuals, Communication Hub routes work to roles and operational functions, such as:

• Front‑of‑house teams
• Treatment coordinators
• Practice management

This ensures continuity, cover, and resilience — even across rotas, absences, or multi‑site groups.

Aiden‑assisted conversations

Communication Hub supports Aiden, Primoro’s AI Assistant, as an intelligent layer across conversations.

Within CORE, Aiden can:

• Highlight when follow‑ups are required
• Surface missed or at‑risk callbacks
• Suggest next actions to staff

When additional modules are enabled, Aiden can also:

• Handle website enquiries
• Collect enquiry information
• Create lead callbacks (Treatment Pipeline)
• Support appointment booking (Appointment Manager)
• Take payments (Integrated Payments)
• Subscribe contacts to campaigns (Campaign Manager)

Aiden orchestrates enabled Primoro capabilities — it does not bypass governance or control.

Governance & control (in context)

Communication Hub operates within Primoro’s governed platform:

• Role‑based access and permissions
• Full audit trail of conversations and outcomes
• Secure handling of patient and enquiry data
• Immediate access removal for leavers — without losing history

All communication follows the same security and data‑retention rules as the rest of CORE.

How it fits within Primoro

Communication Hub works seamlessly with:

• CORE Platform — shared calendar, callbacks, and work rules
• Task Manager — follow‑ups and actions from conversations
• Appointment Manager — booking, preparation, and reminders
• Treatment Pipeline — lead callbacks and enquiry handling
• Primoro AI (Aiden) — intelligent support across channels

At a glance

Communication Hub — FAQ

Is Communication Hub part of CORE?

Yes. Communication Hub is included in Primoro CORE and underpins how conversations become visible, time‑bound work across the platform. It shares the same calendar, role‑based ownership, and governance model as tasks, callbacks, and appointments.

What types of conversations does it handle?

Communication Hub supports:

• Patient conversations (existing patients)
• Lead and enquiry conversations (when Treatment Pipeline is enabled)
• Internal staff conversations linked to operational work

All conversations can result in structured actions such as callbacks, tasks, or appointments.

Are callbacks included in Communication Hub?

Yes.

• Patient callbacks are included as part of CORE and can be created directly from conversations.
• Lead callbacks (for new enquiries or website visitors) are available when the Treatment Pipeline module is enabled.

Both use the same calendar‑backed callback model and routing rules.

How are conversations assigned — to people or teams?

Conversations and resulting work are routed to roles and operational functions first, not individual inboxes. This ensures:

• Built‑in cover during absences
• Clear ownership across shifts
• No loss of context when staff change

Individuals can claim work from their role queue when ready.

Does Communication Hub replace SMS, email, or WhatsApp?

Yes. Communication Hub replaces fragmented messaging tools by centralising conversations and turning them into owned, trackable work — without relying on personal inboxes or unsecured channels.

Can Communication Hub support website enquiries?

Yes — when the Treatment Pipeline module is enabled.

Website enquiries can be handled through Communication Hub, including:

• Creating lead callbacks
• Routing enquiries to sales or front‑of‑house roles
• Supporting booking and follow‑up workflows

How does Aiden fit into Communication Hub?

Aiden acts as an intelligent assistant across conversations.

Within CORE, Aiden helps teams by:

• Highlighting required follow‑ups
• Surfacing missed or at‑risk callbacks
• Suggesting next actions

When additional modules are enabled, Aiden can also support web enquiries, appointment booking, payments, and campaign sign‑up — always within Primoro’s governance rules.

Does Aiden replace reception or admin staff?

No. Aiden supports consistency and efficiency but does not remove human control. All work remains owned, visible, and governed by your team.

Is Communication Hub suitable for group or multi‑site practices?

Yes. Communication Hub is designed for scale.

Role‑based routing, shared visibility, and calendar‑backed work ensure consistent communication and follow‑ups across sites while respecting local teams and rotas.

Final CTA

Turn conversations into owned, trackable action — across your whole practice.

→ Request a demo

→ Explore Primoro CORE

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