Settings — Notifications
Stop all patient emails and texts, choose who hears about patient payments, set team alert defaults for patient messages and staff conversations, and pick your own alerts.
Settings — Notifications controls who on your team is alerted about patient messages, staff conversations and patient payments, and holds the switch that stops every GEN Health email and text to your patients. Left menu → Settings → Notifications. Client Admin sees everything; Client Staff see only their own alert choices.
What you can do here
- Stop all patient emails and texts
- Choose who hears about patient payments
- Set your team's default alerts
- Choose how you are alerted
- Change which emails patients get
Stop all patient emails and texts
Use this during a patient migration or a test period when patients must hear nothing from GEN Health.
Find the switch
In Account defaults, the first row is Disable patient emails and SMS.
Turn it on or off
Click the switch. It saves at once.
You'll know it worked when the toast reads Patient email setting updated. While it's on, patient emails appear as Cancelled in Settings — Logs.
Who can do this: Client Admin.
While it's on, patients get no visit confirmations, reminders, message alerts, order updates or account invitations. Sign-in links, password resets and verification codes still send, and your team's alerts still send. Nothing stopped is re-sent when you turn it off.
Choose who hears about patient payments
Use this so the right people know when a patient pays.
Pick the recipients
Turn on Patient payment completed — all Client Admins to email every active Client Admin, and/or Patient payment completed — responsible staff to email only the person who created the payment request, or who authorized a held prescription's payment prompt.
You'll know it worked when the toast reads Notification settings updated.
Who can do this: Client Admin.
Set your team's default alerts
Use this to decide how your team is alerted by default. Each person can still change their own alerts.
Patient messages
On the Patient messages row, tick Email, SMS or both to alert your team when a patient writes to your inbox.
Staff conversations
On Staff conversations (team channels, direct messages, announcements), tick Email or SMS and set At most once every [number] minutes per conversation. Until you change it, it follows the patient message default.
You'll know it worked when the toast reads Notification settings updated.
Who can do this: Client Admin. Alerts for your provider network's providers are set by the network, not here.
Choose how you are alerted
Use this to get fewer (or more) emails and texts yourself. Client Staff find the same choices under Settings → Notifications, in cards called Patient message alerts and Staff conversation alerts.
Patient messages
In Your delivery preferences (Patient message alerts for staff), pick an Email option: Off, Every patient message, At most once every [number] minutes, or New unread activity only. Do the same under SMS.
Staff conversations
In Staff conversation alerts, pick the same kind of option for team channels and direct messages.
Mute a noisy conversation
To silence one conversation, mute it from its header in Messages; muting stops its email and text alerts.
You'll know it worked when the toast reads Notification preferences updated.
Who can do this: Client Admin and Client Staff, for themselves only. Your choice overrides the account default for you.
Change which emails patients get
Use this to turn off one kind of patient email (for example order status updates) instead of all of them.
Go to Portal experience
Open Settings → Portal experience and scroll to its Notifications card. Untick Email or SMS on that row.
You'll know it worked when that message type stops appearing in Logs. See Settings — Portal experience.
Who can do this: Client Admin.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| A new patient never got their invite email, and Logs shows Cancelled | Disable patient emails and SMS is on | Turn it off, then send a sign-in link from Patients (row menu → Send Login Link). |
| Client messaging is not active yet, so SMS alerts are unavailable. | Your account has no texting number yet | Raise a ticket in Support to GEN Health to set one up. |
| Add a valid phone number to your profile to enable SMS alerts. | Your own profile has no mobile number | Click your name at the bottom of the left menu and fill Phone Number. |
| You changed an account default and your own alerts didn't change | Your personal choice overrides the default | Change it in Your delivery preferences too. |
| A test patient or order you created through the API emailed the patient | API requests send patient emails unless told not to | Send send_email: false on test requests, or turn on Disable patient emails and SMS while testing. |
Questions people ask
How do I disable all GEN Health emails to patients?
Turn on Disable patient emails and SMS at the top of Account defaults. It also stops texts.
GEN Health still sends scheduling confirmation emails. Does the disable switch stop them?
Yes, once the switch is on (toast Patient email setting updated). Only sign-in links, password resets and verification codes still go out.
Is there a setting to stop "awaiting payment" emails when we've already collected payment?
Only by unticking Order status updates in Portal experience → Notifications, which stops every order status email.
What do the reminder emails look like, and can we change them?
Open any sent reminder in Settings → Logs to see it. You can change its layout, colours and logo in Branding → Email theme, but not its wording.
I'm Client Staff. Why does my Settings page have only one card?
Client Staff only control their own alerts. Everything else is set by a Client Admin.
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