Canadian dental clinics leave significant revenue on the table every month when patients decline treatment at the chair and are never contacted again. These 15 scripts give your front desk team ready-to-use language for SMS, email, and phone follow-up, written to meet Canada’s Anti-Spam Legislation so you can reach out with confidence. Each message includes the three required elements under Canada’s Anti-Spam Legislation (CASL): sender identification, contact information, and a clear way to opt out.
Unscheduled treatment is any recommended procedure a patient acknowledged but did not book at the appointment: a crown, a filling, a periodontal cleaning, an extraction, or an orthodontic referral. Most clinics have months of deferred production sitting in their patient records with no systematic follow-up in place.
CASL and Dental Follow-Up Messages: What You Need to Know
Under Canada’s Anti-Spam Legislation, a commercial electronic message (CEM) is any message sent electronically that encourages participation in a commercial activity. A text or email asking a patient to book a procedure falls into this category.
For existing patients, CASL’s implied consent provisions apply. Patients who have had a treatment relationship with your clinic have an existing business relationship, which gives your team the basis to send follow-up messages related to that relationship. Even so, every message you send must meet three requirements set out in section 6(2) of the Act:
- Sender identification. Name of the clinic and the sender acting on its behalf.
- Contact information. A mailing address or phone number where the clinic can be reached.
- Unsubscribe mechanism. A clear and easy way for the recipient to stop receiving messages, honoured within 10 business days.
Messages that confirm a specific treatment plan discussed during an appointment also benefit from the transactional exemption in section 6(6)(b), which covers messages that “facilitate, complete or confirm a commercial transaction that the person to whom the message is sent has previously agreed to enter into.”
For a full breakdown of how to collect and record patient consent, see our guide to getting CASL consent from dental patients and the templates to use.
SMS Follow-Up Scripts (Scripts 1–5)
Text messages have the highest open rate of any channel and work well for short, time-sensitive nudges. Keep SMS messages under 160 characters where possible, always include your clinic name, and never omit the opt-out line. For more ready-to-use templates across all scenarios, see the full dental office text message template library.
Script 1: 48-Hour Post-Appointment Check-In (SMS)
Hi {{patient_name}}, thanks for coming in yesterday. Dr {{doctor_name}} wanted to check in about the {{treatment_type}} we discussed. Give us a call at {{clinic_phone}} anytime. Reply STOP to opt out. — {{clinic_name}}
Best sent: 48–72 hours after the appointment. Tone: warm and caring, not sales-oriented.
Script 2: One-Week Follow-Up (SMS)
Hi {{patient_name}}, we still have time set aside for your {{treatment_type}} if you’re ready to move forward. Call us at {{clinic_phone}} to book. Reply STOP to opt out. — {{clinic_name}}
Best sent: 7 days post-appointment. Works well for treatments where a patient said “let me think about it.”
Script 3: Insurance Deadline Reminder (SMS)
Hi {{patient_name}}, a reminder that your dental benefits reset on Jan 1. Your {{treatment_type}} may be covered before year-end. Book by calling {{clinic_phone}}. Reply STOP to opt out. — {{clinic_name}}
Best sent: November or early December. Highly effective for patients with active insurance.
Script 4: Cancellation Slot Offer (SMS)
Hi {{patient_name}}, a spot just opened up {{day}} at {{time}} if you’d like to come in for your {{treatment_type}}. Call us at {{clinic_phone}} to take it. Reply STOP to opt out. — {{clinic_name}}
Best sent: same day a cancellation comes in. Creates real urgency without manufactured pressure.
Script 5: Three-Month Gentle Reminder (SMS)
Hi {{patient_name}}, it’s been a few months since Dr {{doctor_name}} recommended your {{treatment_type}}. We’d love to help you get it sorted. Call us at {{clinic_phone}}. Reply STOP to opt out. — {{clinic_name}}
Best sent: 90 days after the initial recommendation. Final SMS touchpoint before archiving the case.
Email Follow-Up Scripts (Scripts 6–10)
Email allows more context and a professional format with your clinic branding. Keep subject lines under 50 characters, avoid words like “free” or “urgent” that trigger spam filters, and always include your clinic’s physical address and a one-click unsubscribe link. Your patient communication software should handle the unsubscribe infrastructure automatically.
Script 6: Same-Day Treatment Summary (Email)
Subject: Your visit summary from {{clinic_name}}
Hi {{patient_name}}, Thank you for coming in to see us today. Dr {{doctor_name}} recommended {{treatment_type}} to address {{brief_reason}}. We wanted to put this in writing so you have it for reference. When you're ready to move forward, give us a call at {{clinic_phone}} or reply to this email and we'll find a time that works for you. {{clinic_name}} {{clinic_address}} To stop receiving emails from us, reply with "unsubscribe."
This is the most important email in the sequence. Sent the same day as the appointment, it documents the recommendation and makes follow-up feel natural.
Script 7: One-Week Follow-Up (Email)
Subject: Still thinking about your {{treatment_type}}?
Hi {{patient_name}}, We're just following up on the {{treatment_type}} Dr {{doctor_name}} recommended at your visit on {{appointment_date}}. It's completely normal to want to think things over. If you have any questions about the procedure, cost, or what to expect, we're happy to talk it through. Give us a call at {{clinic_phone}} or book online. {{clinic_name}} | {{clinic_address}} Unsubscribe
Script 8: Insurance Benefits Expiry (Email)
Subject: Your dental benefits expire Dec 31
Hi {{patient_name}}, A quick note: most dental insurance plans reset on January 1, which means any unused benefits for 2026 won't carry over. Dr {{doctor_name}} recommended {{treatment_type}} at your last visit. Completing it before December 31 could mean your plan covers a portion of the cost. Call us at {{clinic_phone}} and we'll check your coverage before you book. {{clinic_name}} | {{clinic_address}} | Unsubscribe
Script 9: Six-Month Reactivation (Email)
Subject: We haven’t forgotten about your {{treatment_type}}
Hi {{patient_name}}, It's been a while since Dr {{doctor_name}} recommended {{treatment_type}}. We know life gets busy, and we don't want this to slip through the cracks for you. Delaying certain dental work can sometimes lead to more complex treatment down the road. If cost or timing has been a factor, give us a call at {{clinic_phone}}: we may be able to help. {{clinic_name}} | {{clinic_address}} | Unsubscribe
This is a reactivation message, not a sales pitch. For longer-lapsed patients, see the full set of dental patient reactivation letter templates.
Script 10: “No Pressure” Final Email
Subject: Just checking in one last time
Hi {{patient_name}}, We won't keep following up after this. Dr {{doctor_name}} recommended {{treatment_type}} and we just want to make sure you have what you need to make the right decision for yourself. Our number is {{clinic_phone}}. We're here whenever you're ready. {{clinic_name}} | {{clinic_address}} | Unsubscribe
Phone Call Scripts (Scripts 11–15)
Phone calls are not covered by CASL (the legislation applies only to electronic messages), but they are your most personal touchpoint. A good call script helps your front desk team stay consistent, respectful, and on-brand. These scripts pair naturally with an automated CASL-compliant SMS recall system that handles the digital outreach while your team focuses on the conversations worth having.
Script 11: 48-Hour Check-In Call
"Hi, may I speak with {{patient_name}}? This is {{staff_name}} from {{clinic_name}}. Dr {{doctor_name}} asked me to follow up after your visit yesterday. We just wanted to make sure you’re feeling okay and to see if you have any questions about the {{treatment_type}} that was recommended. [Pause for response.] Whenever you’re ready to book, I can take care of that for you right now. Is there a day of the week that works best?"
Script 12: Handling the “I Need to Think About It” Response
"Of course, that’s completely understandable. Is there anything specific you’d like more information on: the procedure itself, what to expect, or how your insurance might cover it? [Listen.] I can also send you a quick summary by email if that would help. And I’ll make a note to give you a call in about a week to see if you have any questions. Does that work for you?"
Script 13: Insurance Expiry Urgency Call
"Hi {{patient_name}}, it’s {{staff_name}} from {{clinic_name}}. I’m calling because we noticed your dental benefits expire at year-end, and Dr {{doctor_name}} had recommended {{treatment_type}} at your last visit. We wanted to make sure you knew about the deadline in case that changes things for you. Would you like to book before December 31 while your coverage is still active?"
Script 14: Cancellation Slot Phone Offer
"Hi {{patient_name}}, it’s {{staff_name}} from {{clinic_name}}. We had a cancellation come in for {{day}} at {{time}} and thought of you right away because of the {{treatment_type}} Dr {{doctor_name}} recommended. Would you be able to come in at that time? I can hold it for you for about 30 minutes if you want to check your schedule."
Script 15: Long-Lapse Reactivation Call
"Hi {{patient_name}}, I’m calling from {{clinic_name}}. It’s been quite a while since we’ve seen you, and Dr {{doctor_name}} wanted to reach out. When you were last in, we talked about {{treatment_type}}. We just want to make sure that’s been taken care of, and if not, we’d love to help you get it sorted. Is now an okay time to chat?"
CASL Compliance Checklist Before You Send
Before sending any electronic follow-up message to a patient, run through this checklist. For a deeper look at how consent works across different patient scenarios, the guide to patient communication software for Canadian dental clinics covers how leading platforms handle consent tracking automatically.
- Is this an existing patient? If yes, implied consent from the existing business relationship applies. If no, you need express consent before sending.
- Is the message related to the specific treatment discussed? Treatment-specific follow-ups tie to the transactional exemption in CASL s.6(6)(b).
- Does the message include your clinic’s name and a phone number or address? Required for every message under s.6(2).
- Is there a clear way to opt out? For SMS: “Reply STOP to opt out.” For email: a one-click unsubscribe link or reply-to-unsubscribe instruction.
- Are you honouring opt-outs within 10 business days? Once a patient unsubscribes, remove them from follow-up sequences immediately.
- Are you keeping a record of consent? Document when the treatment was recommended, who received the follow-up, and any opt-out requests.
Follow-Up Timing and Sequence
The most common mistake clinics make is sending one follow-up and giving up. A structured sequence across multiple channels increases the chance of conversion without being aggressive. A reasonable cadence for most unscheduled treatment cases:
- Day 0 (same day): Email treatment summary (Script 6)
- Day 2: SMS check-in (Script 1)
- Day 7: Email or call follow-up (Script 7 or Script 11)
- Day 30: SMS or call (Script 5 or Script 13 if near year-end)
- Day 90: Final email or call (Script 10 or Script 15)
Clinics using automated patient communication tools can build this sequence once and have it run in the background. The phone call steps (Scripts 11–15) are the only ones that require direct staff time.
Key Takeaways
- CASL applies to SMS and email follow-ups but not to phone calls. All electronic messages must include sender ID, contact information, and an opt-out mechanism.
- Existing patients have an implied consent relationship that supports treatment follow-up messages tied to their care.
- The transactional exemption under CASL s.6(6)(b) covers messages that reference a specific treatment plan the patient was presented with.
- A five-touchpoint sequence across email, SMS, and phone outperforms a single follow-up attempt on any one channel.
- Insurance deadlines in November and December are your highest-leverage moment to move deferred treatment. Always include this in your annual follow-up calendar.
Frequently Asked Questions
Do dental treatment follow-up messages require patient consent under CASL?
Yes. Any electronic message that encourages a patient to book or pay for a procedure is a commercial electronic message under CASL and requires consent. For existing patients, implied consent from the existing business relationship typically applies. Every message must still include sender identification, contact details, and an unsubscribe option as required by section 6(2) of the legislation.
What must every CASL-compliant dental follow-up message include?
Under section 6(2) of Canada’s Anti-Spam Legislation, every commercial electronic message must identify the sender, provide contact information (a mailing address or phone number), and give the recipient a clear and easy way to stop receiving messages. For SMS, this is typically “Reply STOP to opt out.” For email, it is a one-click unsubscribe link or a clear reply-to-unsubscribe instruction.
Is a follow-up message about a specific treatment plan CASL-compliant?
A message that references a specific treatment plan discussed at an appointment may qualify under the transactional exemption in section 6(6)(b) of CASL, which covers messages that “facilitate, complete or confirm a commercial transaction” the patient previously agreed to discuss. The message still needs to include sender identification and an opt-out mechanism.
Can a Canadian dental clinic text patients about unscheduled treatment?
Yes, provided the patient is an existing patient of record and the message meets CASL’s three requirements: sender identification, contact information, and an opt-out mechanism. The message must be related to the treatment relationship. If a patient has previously opted out of SMS messages, they must not receive further texts regardless of the treatment context.
What happens if a patient replies STOP to a dental follow-up text?
Under CASL, you must honour the opt-out request within 10 business days and stop sending that patient electronic messages. Remove them from any automated follow-up sequences immediately. Honouring opt-outs promptly is both a legal requirement and a basic patient trust obligation. Keep a record of the opt-out date in the patient’s file.
Patient Communication
Automate Your Unscheduled Treatment Follow-Up
DentRecall sends the SMS and email sequences in this guide automatically for your clinic, with CASL consent tracking and opt-out handling built in. Your front desk team handles the phone calls; the system handles everything else.
Book a Demo
