Messaging
Messaging is the secure conversation between a patient and their care team. Messages on a clinical appointment are part of the patient's record.
Who uses it
| Role | View |
|---|---|
| Patient | A simple chat with the care team (the Messages tab). |
| Doctor | The Messages inbox — clinical threads to act on. |
| Prescriber / Pharmacy | Threads relevant to their work. |
| White-Label Admin / CS / Admin | The Messages staff inbox (scoped to brand for white-label admins). |
How a conversation flows
For patients
Open Messages to start or continue a conversation with your care team. You'll be notified when there's a reply. Use it for questions about your treatment, side effects, shipping, or your plan.
For staff
The staff inbox groups threads so you can triage and respond. Replies become part of the patient's chart, so they carry clinical weight — keep them accurate and professional.
:::note Chart integrity Because clinical messages are part of the medical record, who can post and from where is deliberately controlled. White-label admins see only their brand's threads; everything is filtered at the data layer. :::
Notifications & branding
Outbound notifications (email, SMS, in-app) use the patient's brand automatically — logo, sender, and support footer match the white label they came through.
Related
- Appointments & Booking — most threads attach to an appointment.
- For Doctors and For Customer Service — role-specific inbox workflows.