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 the amount of unread messages.
  • Click to compose a new message:
  • Click on the name or subject line 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

Creating a new message:

From the above screen click

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.

Clients need other contact options outside their therapist?


From top to bottom:

To:

  • Staff: enter a name, or add all front office staff, therapists, or external agent
  • Client: By default, your therapist is selected

Subject:

  • Required * Will be shown to all message recipients

Body:

  • The content of the message
  • Using the buttons at the top, we support rich text formatting, including bullet points and header sizes

Auto-saved drafts! We automatically save your drafts every 30 seconds in case anything unexpected happens like the internet disconnecting! Drafts are saved for 30 days

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: 10 Mb 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

  • Any recipient to a message (staff or client) 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
It will also come from no-reply@therapyappointment.om
Don't see it? Please check your spam or trash folders, or add the above email as a 'safe sender'
Click to see a larger version

Clients can alternatively sign in at anytime via:

Then click  (top right menu).

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

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