You can now use our in-app chat with clients feature, which enables secure, real-time messaging between practitioners and clients!
This feature is designed to streamline communication for appointment coordination, check-ins, or quick updates, while keeping all conversations HIPAA-compliant and fully encrypted. Messages will be accessible via the client portal, helping clients stay engaged and informed between sessions without relying on external tools or email.
In this guide, we will cover how to:
Send direct one-on-one conversations
Before accessing this feature, make sure you have set up your inbox. Then, do the following:
Go to Inbox.
Click the 'Client' icon on the inbox sidebar.
You may also click the drop-down button in the '+Compose', then select 'Messenger.'
Once the message window opens, select 'All clients' 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 on 'Send'.
Send in-app messages through a group chat
You also have the option to create a group chat for your clients for group sessions. The process is quite similar to sending a message to a client. Follow these steps to create a group chat:
Go to Inbox.
Click the 'Client' icon on the inbox sidebar.
You may also click the drop-down button in the '+Compose', then select 'Messenger.'
Once the message window opens, select 'Create group' or type the recipient's name in the search bar.
Select your message recipient.
Type your message. If you want to attach a file, click on the '+' button.
Click on '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 the the Workflows Management Settings Page.
Scroll down to 'Communications.'
Click on '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.
View messages for a specific client
You don't have to go through your inbox to view messages for a specific client. To make it easy, follow these steps:
Go to the Clients Page.
Click on the name of a client.
Go to the Inbox tab.
You may now view messages for the client.
Set flexible messaging controls
You can configure communication preferences to match your practice needs. To do this:
Click Settings.
Select Workspace Settings.
Go to the 'Communications' tab.
4. You have the following options to configure communication preferences to match your practice needs:
Reply only (default): Restrict clients to responding to staff-initiated conversations only. 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.
5. Click 'Save.'
Our team will be able to answer any other questions you may have. Just reply via messenger through the Help channel in your workspace.