Overview
You can chat with any client who has activated their account and gained access to the Client Portal. To start a chat, click the Chat icon located in the top-right corner of your screen to open your Messages page.
- Using the Messages Page
- Starting a New Direct Chat
- Starting a New Group Chat
- Pinning Chats
- Marking Messages as Unread
- Hiding & Deleting Chats
- Sending Files and Voice Notes
- Replying to Messages
- Adding Reactions
- Messaging Preferences
Using the Messages Page
The Messages page displays all your chats on the left side, including pinned chats, messages, and shared documents.
Starting a New Chat
- Go to the Messenger page and click the Contacts tab to view your client list.
- Click on a contact's name to open a new chat, which will appear under the Active Chats tab.
- If you are on the Plus or Team plans, you can Share direct chats with team members. Learn More.
- Alternatively, one-on-one chats can be converted to a Group Chat to include other clients and/or team members. Learn more.
Pinning Chats
Chats are sorted by the most recent message by default. You can pin important chats to keep them at the top of your Active Chats list for quick access. Pinning is helpful in prioritizing conversations with specific clients, team members, or groups.
Marking Messages as Unread
To mark a message as unread for later response, select Mark as unread from the More options menu (three dots) next to the message.
You can view all unread messages by clicking Unread Messages below the Active Chats tab.
Hiding & Deleting Chats
To delete a chat and all its messages, click the three dots next to the chat in the Active Chats tab and select Delete.
To hide a chat without deleting it, select Hide chat from the same menu.
Adding Attachments to Messages
Attach documents by clicking the (+) button next to the message textbox.
On the mobile app, you can also record voice notes and capture photos.
Pinning & Deleting Messages
To bookmark a message within a chat for quick reference, click the More options button (three dots) on the message and select Pin message.
Pinned messages appear on the right side of the Messages page.
You can Unpin messages from the More Options menu.
You can delete messages you have sent by selecting Delete message from the same menu on the message within the chat.
Replying to Messages
Reply to specific messages by clicking the Reply button.
Replies retain the original message context for clarity.
Adding Reactions
React to messages with emojis (e.g., thumbs up, smile, heart) by clicking the smiley face icon below the message and selecting an emoji.
Your reaction will appear below the message. Clicking the same reaction again toggles it on or off.
Using the Messenger Tab
When chatting through the Messenger tab at the bottom of your screen, two arrows appear at the top of the chat window:
- Click the downward arrow to minimize the chat.
- Click the upward arrow to open the chat fully on the dedicated Messages page.
Messaging Preferences
Access your messaging options by going to Settings > Telehealth & Messaging:
In your settings, you can choose to:
- Disable direct chat access for new clients
- Set up an autoresponder
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Choose the default action for the Enter key (send message or create a new line).
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Limit the length of messages clients can send (available on web and mobile app version 1.2.0+).
Messaging with Family Records
Family records allow multiple clients to be grouped under a single primary email address, enabling access to multiple client profiles through one portal login. Learn more.
When a sub-record is created under the primary client, communication with the sub-record is managed through the primary account's client portal. This means the primary account holder will receive and access all messages related to the sub-record.
All communications involving child records are visible through the primary account, ensuring that parents or guardians can monitor and manage correspondence effectively.
Sending Message Content in Email & Alerts
Chat message content can be included in emails and alerts sent to you or your clients, if you have selected this in your preferences.
For example, a client’s message may appear in an email notification.
Important: Email and alerts are not secure communication channels and should not be used for sensitive information.