One patient conversation. Every channel connected.
Pillar brings calls, SMS, email, website enquiries, Instagram and Facebook into one connected workspace—so your team can see the context, outcome and next action without searching across systems.
Built for AHPRA-regulated practices. Clinic-controlled knowledge, authorised staff access and human takeover at any point.
The problem
Patients change channels. Their context should not disappear.
A patient may call, follow up by SMS and later send a Facebook message. Without one connected view, staff repeat questions, miss context and leave conversations unfinished.
The inbox, the record and the next action live in the same place — filterable by what is unresolved, completed or awaiting staff.
Unified inbox
Every channel in one queue, not six tabs.
Call records
Recordings, summaries and outcomes beside the messages.
SMS
Two-way messaging threaded to the patient, not the handset.
Email
Clinic email brought into the same conversation view.
Instagram
Direct messages from the clinic account, in context.
Facebook
Page messages handled without a separate login.
Website enquiries
Form submissions arrive as conversations, not orphan emails.
Patient timeline
The full history of contact across every channel.
Booking status
What is booked, changed or still outstanding.
Owner and next action
Who holds the conversation and what happens next.
Escalation state
Visible when a conversation needs a person.
Filters
Unresolved, completed and awaiting staff, at a glance.
How it works
The patient timeline
One connected conversation per patient, whatever channel it arrived on. Illustrative example using fictional data.
- 01Automated
One connected conversation
Every contact threaded to the same patient.
- 02Automated
Channel history
Call, SMS, email, social and web in one sequence.
- 03Automated
Call summaries
Intent and outcome recorded beside the message history.
- 04Automated
Booking activity
Appointments made, moved or cancelled, in the same thread.
- 05Human checkpoint
Staff notes
Internal context that never leaves the workspace.
- 06Human checkpoint
Pillar responses
Clearly marked as sent by the agent, not by a person.
- 07Human checkpoint
Human takeover history
Who stepped in, and when.
- 08Human checkpoint
Visible next actions
Nothing closes without an outcome or an owner.
From inside the practice
Built for the desk. Described by the people behind it.
From the people who feel the difference this agent makes.
“There are so many small conversations that keep a business moving — bookings, changes, questions and follow-ups. None of them are difficult on their own, but together they take a huge amount of attention. Pillar gives that attention back to the team.”
The biggest changes
01
Less social admin
Less time spent repeatedly answering common Instagram and social enquiries.
02
Faster responses
Routine questions don't need to wait until someone on the team becomes available.
03
More member time
Less attention goes into repetitive communication and more into the customer experience.
Outcomes
What changes, and for whom
Front desk
One queue instead of six, with context already attached.
Practitioners
Fewer message relays and less chasing between appointments.
Owners
Visible ownership and resolution across locations.
Patients
No repeating themselves when the channel changes.
Oversight
Pillar handles the routine. Your team keeps control.
Response support is graded — nothing sensitive is sent without a person.
- Suggested reply — Pillar drafts from clinic-approved knowledge
- Automated reply — routine approved enquiries can be answered automatically
- Human review — sensitive or uncertain messages wait for authorised staff
- Takeover — staff can enter the conversation at any time
- Assignment — messages can be routed to a person, role, department or location
- Ownership is always visible, so nothing sits unclaimed
Integrations
Connected to the system your clinic already runs on.
Your practice management system remains the source of truth. Pillar becomes the intelligent communication and workflow layer around it.
Pillar + Cliniko
Connect Pillar to Cliniko while keeping Cliniko as the source of truth for your appointments and patient records.
- Availability
- Bookings
- Rescheduling
- Cancellations
- Patient matching
Pillar + Halaxy
Add Pillar's communication and agent layer around the Halaxy workflows your clinic already uses.
- Availability
- Bookings
- Rescheduling
- Patient matching
Using CorePlus?
Keep CorePlus at the centre of your practice and talk to our team about adding Pillar around your existing workflows.
- Integration assessment
Using Nookal?
See how Pillar can work alongside your existing Nookal workflows without asking your team to change the system they already know.
- Integration assessment
Using Splose?
Splose stays your scheduling and clinical admin system while Pillar takes the calls, messages and front-desk workflows around it.
- Integration assessment
Using Power Diary?
Power Diary stays your scheduling and records system — talk to us about the layer around it.
- Integration assessment
Using Best Practice?
Best Practice remains your clinical system — we assess what Pillar can safely handle around it.
- Integration assessment
Using MedicalDirector?
Keep MedicalDirector as your clinical record and assess Pillar for the communication layer around it.
- Integration assessment
Using Zedmed?
Zedmed stays in place while we scope the communication and workflow layer around your practice.
- Integration assessment
Using HealthEngine?
HealthEngine helps patients find and book your clinic. Pillar can be assessed as the communication layer that handles the enquiries and follow-up around those bookings.
- Integration assessment
Using HotDoc?
HotDoc handles online bookings and reminders. Pillar can be assessed as the layer that answers the calls and messages those bookings generate.
- Integration assessment
Pillar works alongside your practice management system.
Brain connection
One answer across every channel.
When your team confirms clinic knowledge inside the Pillar Brain, the approved information can be used consistently across calls, messages and inbound enquiries.
Security
Security and controls
Restrained by design: a secure connected workspace with clinic-controlled knowledge and clear administrative boundaries.
- Authorised staff access only
- Visible activity history on every conversation
- Clinic-controlled knowledge, approved by your team
- Role-based workflow, assignment and ownership
- Human takeover at any point
- Data minimisation and clear administrative boundaries
FAQ
Common questions.
Which channels can Pillar connect?
Calls, SMS, email, website enquiries, Instagram and Facebook. We do not claim channels we have not confirmed for your clinic during implementation.
Are phone calls and messages shown together?
Yes. Call records and summaries sit in the same patient timeline as SMS, email, social and web enquiries.
Can staff take over a conversation?
Yes, at any point. Takeover is recorded in the conversation history so it is clear who responded.
Can messages be assigned to specific staff?
Yes. Conversations can be assigned to a person, a role, a department or a location.
Does Pillar automatically reply?
Only where your clinic has approved automatic replies for routine enquiries. Everything else is a suggested reply or is held for human review.
Can we control approved answers?
Yes. Authorised staff confirm clinic knowledge in the Pillar Brain, and only approved information is used in responses.
Does it work across multiple locations?
Yes. Inboxes, routing, ownership and approved knowledge can be scoped per location.
Can it connect to your practice management system?
Pillar works alongside your practice management system, so booking context appears in the conversation without leaving your PMS behind.
What happens to unresolved conversations?
They stay visible in the unresolved filter with an owner and a next action until someone closes the loop.
Does it provide clinical advice?
No. Communications is administrative support. Clinical questions are escalated to your practitioners.
See every channel in one thread.
A short walkthrough of the connected workspace using your channels, your team structure and your escalation rules.