Sending Messages

mail Messages

  • This feature allows you to send HIPAA compliant messages for free within our system!
  • Don't pay extra for a internal, compliant email solution! local_atm
  • Communicate safely and securely within your practice
  • You can message clients, staff, other providers in your group, or multiple clients and/or staff
  • We support unlimited messaging as well as unlimited attachments - up to 10Mb attach_file_add each

Within this Article:

mail Sending a Message

As a Staff Member:

  • From any screen, click (top right):

Note: When there is an unread message count, you'll notice the "badge count" similar to other mail programs and apps notifying you of unread messages.
  • Click to compose a new message:
  • Click on a message to load the message thread
  • Use the checkmarks check_box on the left to select multiple emails for actions at the top
  • On the right menu, switch between your folders

As a Client:

  • Once signed in, from any screen, click (top right):

Note: When there is an unread message count, you'll notice the "badge count" similar to other mail programs and apps notifying you of unread messages.
  • Click to compose a new message
  • Click on a message to load the message thread
  • Use the checkmarks check_box on the left to select multiple emails for actions at the top
  • On the right menu, switch between your folders

  • Once in the New Message, compose your message:

chat Visual:

Creating a new message or replying to a message has an almost exact same screen.

From top to bottom:

To:

  • Include who you wish to compose the message to
  • Optionally include all front office staff, therapists, and/or external agents
  • Clients can be added individually here
Note: Due to the risk, we have opted not to include an "all clients" option to avoid accidental PHI exposure. You can still manually add as many clients as you wish here.

Subject:

  • Required * Will be shown to all message recipients

Body:

Helpful tips

  • Minimum body entry is 10 characters
  • We recommend including as much information as needed
  • Use the common formatting options on the top bar above the Body area.
  • Add an attachment with the bottom left button
    • Maximum size: 10Mb per attachment with unlimited attachments!
  • To Delete a draft, click (bottom left)

🎉 Congratuations! You're sent your first secure HIPAA compliant message!

mail Email Notifications

  • Once sent, recipients with a portal account created will be immediately notified of a message
  • The notification is sent to the default email address on file
  • It will indicate they have a message waiting for them, example below:

Clients can alternatively sign in at anytime via:

Then click Messages (top right menu).

Note: For both HIPPA and privacy reasons, both clients & staff will need to sign into their portal account to access any messages received.

forum Replying to a message

Once either you or a client click on a message, they will see the message content, including everything written back and forth on the same message.

  • You or clients can click  to reply to a message you receive
  • Note: is only visible to providers

group Send or receive a group message?

  • You can add an unlimited amount of people to a message (including staff and/or clients)
  • Messages sent 1:1 allow replies
  • Messages sent to any # of staff members (and only 1 client) allows anyone to reply all
  • Messages sent to more than 1 client cannot be replied to for privacy reasons
  • Instead, you would need to compose a new message

Write a Quick Note for a Message

You can create a quick note for an entire message thread easily, adding to the client chart note records!

  • You can create a quick note entry when only 1 client is included (+ unlimited staff)
  • Group messages (2+ clients) do not support this feature

From the message thread, under the replies click the button


  • If you need to add or remove anything, do that here
  • When done click (bottom right)

delete Deleting a Message

error Send a message mistakenly, or to the wrong client?

We get it, accidents happen!

Staff members can permanently delete messages if the following apply:

  • Any individual message a provider sends a client
  • The entire message thread a provider/staff member initially starts to a client

To delete a particular message sent by staff:

  • Click at the bottom left of that specific message:


To delete the entire message thread (only if it began with the staff member):

  • Click the button at the bottom of the message thread:

Once deleted please keep in mind this action is permanent and cannot be recovered.

account_circle Inactive Clients

  • Clients that are marked as inactive in the system will not be able to send messages to their provider
  • Inactive clients will still be able to message billers or front office staff members
  • Need to restore that functionality? Revert the client back to the Active status