Secure messaging lets you have 1-to-1 conversations with clients directly inside Upheal. Every thread is HIPAA-compliant and automatically attached to the client's chart.
Clients must have the Upheal Client Portal app to read and reply to your messages. The Client Portal is available as a mobile app on the App store and Google Play. Email and desktop notifications are coming soon.
Setting up secure messaging
Before you can start messaging, you'll need to turn secure messaging on and choose how your name appears to clients. Once it's on, the feature is available for every client in your practice.
To set up messaging:
Click Messaging in the left sidebar.
Click Setup messaging.
Under Feature access, toggle secure messaging on.
In the Your display name field, enter the name you'd like clients to see when you message them.
Click Save.
Secure messaging is now active. You can start a conversation with any of your clients, and they can message you back through the Client Portal.
Announcements are bulk messages you can send to multiple clients at once. This is useful for things like payment reminders or scheduling updates. More on announcements here.
Sending a message
You can only have one ongoing thread per client. All your messages with that client live in the same conversation, so everything stays tidy and every message is attached to their chart.
To send a message:
Click Messaging in the left sidebar.
Click the + button next to the search field.
Select the client you want to message.
Type your message, then click Send.
Your client will receive the message in the Client Portal. They will not receive an email, or be able to read the message in the browser version of the client portal. The notification will come from the Upheal mobile app.
Reading and managing messages
Reading new messages
When a client sends you a message, a red notification dot appears next to Messaging in the left sidebar. Click Messaging to open the conversation and read it.
Marking a conversation as unread
If you've read a message but want to come back to it later, you can mark it as unread so it stays on your radar.
To mark a conversation as unread:
Click Messaging in the left sidebar.
Click the three dots on the conversation you want to mark as unread.
Click Mark as unread.
The conversation will show as unread, so you'll spot it next time you open messaging.
Archiving a conversation
To archive a conversation and move it from the Messages tab to the Archive tab:
Click the three dots on the conversation you want to archive.
Click Archive.
The conversation can now be viewed in the Archive tab in messaging. You can unarchive the conversation at any time by clicking the three dots next to the conversation, then clicking Unarchive.
Blocking a client from messaging you
To stop a specific client from being able to message you, you can add them to your block list. Blocking applies to direct messages only; blocked clients can still receive announcements.
To block a client from messaging you:
Click Settings in the left sidebar.
Click Messaging.
Click Blocked clients.
Search for the name of the client or clients you want to block, or select their name(s) from the dropdown menu.
Click Done.
The client is now blocked from sending you messages, but can still receive announcements.
Unblocking a client
You can unblock a client at any time to allow them to message you again.
To unblock a client:
Click Settings in the left sidebar.
Click Portal and messaging.
Scroll down to Secure messaging and click Blocked clients.
Click the X next to the name of the client you want to unblock.
Changing your display name
You can update how your name appears in messages at any time.
To update how your name appears in messages to clients:
Click Settings in the left sidebar.
Click Portal and messaging.
Scroll down to Secure messaging.
Edit your display name, and click Save.
The new display name will apply to every message you send from that point on.