Carepatron’s secure messaging feature enables simple, safe, and efficient communication between healthcare teams and clients.
Designed to meet HIPAA compliance standards, every message is fully encrypted to protect patient data and ensure privacy.
You can use it to ask quick questions, share updates, collaborate on cases or schedules, and keep documentation organized without needing to switch tools.
In this help article, we'll cover how to:
Note: Before accessing the secure messaging feature, ensure that your Inbox is set up.
Send secure messages to your clients
Go to Inbox.
Click +Compose, then select Secure message.
Once the message window opens, select or type the recipient's name in the search bar.
Select your message recipient.
Type your message. You may attach a file by clicking on the '+' button.
Click Send.
Please note that when you create a group chat, all participants will be able to see the names of the other members included in the conversation.
Send secure messages to your team (internal)
Before accessing this feature, ensure that your Inbox is set up.
Go to Inbox.
Click +Compose, then select Secure message.
Once the message window opens, select or type the team member's name in the search bar.
Select your message recipient.
Type your message.
Click Send.
Customize how clients get notified through email
Once you send an in-app message to your client, they will receive an email notification. You can customize this based on your practice's communication style by doing the following:
Go to the Workflows Settings Page.
Scroll down to Communications.
Click Chat message received.
Under Template details, click Edit beside Chat message received.
When the Template editor appears, you can edit the template details, email content, and theme.
Click Save.
Note: You can test your email set-up by clicking 'Send test email' to yourself.
Staff chat notifications
Stay on top of your messages with staff chat notifications. Carepatron now sends you notifications when you receive a chat message, so you never miss an important message from a client or a colleague, even when you're busy elsewhere in the app.
1. In-app notifications
When someone sends you a chat message, you will see a notification in your notification bell (the bell icon in the top navigation bar). The notification will show the sender's name and let you know they sent you a message. Clicking View takes you directly to that conversation in your inbox.
This works whether the message is from a client or another staff member.
2. Email notifications
Along with the in-app notification, you will also receive an email letting you know you have a new message waiting for you. This is especially useful if you are away from Carepatron and need a nudge to check in.
How notifications are grouped
To avoid being flooded with notifications during an active conversation, Carepatron groups your notifications using a 3-minute window. Here is how it works:
When you receive a chat message, a 3-minute timer starts.
Any additional messages that arrive within those 3 minutes are grouped.
Once the 3 minutes are up, you receive one in-app (bell icon or activity tab) notification and one email, no matter how many messages arrived in that window.
If you have already read the conversation before the 3 minutes are up, no notification is sent at all, since you are already up to date.
This means you stay informed without being overwhelmed during fast-paced conversations.
Set flexible messaging controls for clients
You can configure communication preferences to match your practice needs. To do this:
Click Settings.
Select Workspace Settings.
Go to the Communications tab.
You have the following options to configure communication preferences to match your practice needs:
Reply only (default): Restrict clients to responding only to staff-initiated conversations. Conversations with clients autoclose after 48 hours without a client reply.
Never initiate communication: Prevent clients from starting new conversations.
Assigned clients only: Limit staff communication to their designated client roster.
All clients: Any client can start a direct message with staff at any time.
Click Save.
Note:
When a client sends a message, you’ll see a little pop-up at the bottom-right of your screen in real time. All messages also appear directly in your Inbox for easy access, keeping communication seamless. To avoid spamming, no email notifications are sent to the practitioner.
When a practitioner sends a chat message to a client, the system waits for 3 minutes before taking any action. At the three-minute mark, it checks whether the message has been read.
If the message has been read, no email is sent to the client to prevent spamming.
If it remains unread, the system sends an email notification, provided the client’s preferred notification method is set to 'Yes' for email.
However, if SMS notifications are also set to 'Yes,' text messages are sent to clients as long as the account is on a paid plan.
Message actions
Edit: Correct typos or update messages after sending.
Delete: Remove messages when needed.
Reply: Threaded replies help maintain clarity in busy conversations.
Attach files to a message
You can also share files directly within the chat to enhance collaboration and productivity. To do this:
Click on the paperclip sign located on the left side of the message box.
Select the file you want to attach.
Click Send.
😊 Use emojis
You can express tone and emotion easily with emoji reactions. To do this:
Click on the emoji icon located on the left side of the message box.
Select the emoji you want to use along with your message.
Click Send.
Send secure messages through a group chat
You also have the option to create a group chat for your clients and team members. Note that sending a group chat allows other members to see who is in the group. The process is quite similar to sending a message. Follow these steps to create a group chat:
Go to Inbox.
Click +Compose, then select Secure Message.
Once the message window opens, select Create group or type the recipient's name in the search bar.
Type the Group name.
Select the group members.
Click Create.
Type your message.
Click Send.
Note: You can add/remove members. Just click on the Name of the group, then go to Manage Group.
Send bulk email
Another feature that we offer is the ability to send bulk emails. To do this:
Go to Inbox.
Click +Compose, then select Bulk email.
Once the email window opens, click on the 'To:' field to select the recipients.
You can select recipients based on categories:
Client: Send messages directly to clients.
Team: Communicate with specific team members or groups.
Tag: Reach contacts grouped under custom tags for easy targeting.
Status: Message recipients based on their appointment or workflow status.Type the Subject of the email.
Write your message.
Attach files if necessary.
Click Send.
Note:
Unlike group secure messages, bulk emails are sent as separate emails, ensuring each recipient only sees their own message.
Our team is here to help with any questions or concerns. Just open a conversation through the Help channel in your workspace.