Messaging and Patient Support

Where do patient messages go?

It depends on the channel and who provides care in that patient's state.

How do I escalate a question I cannot answer?

Open the chat with the patient and use the Escalate button at the top.

Can I message patients about my own non medical services in the chat?

Yes.

What do I do if a patient ordered the wrong quantity or needs an order corrected or refunded?

Message the Healthaide team with the patient's name, the medication ordered, the issue, and your proposed correction.

How does customer service split between Healthaide and the partner?

Customer service operates on a shared model.

What patient support channels are available?

Phone, email, chat, SMS, and the portal.

Can the general, scheduling, and technical chat channels be turned off if no one on my team will monitor them?

Yes.

Where do uploaded documents live in the system?

Documents uploaded inside a patient chat are stored on the chat thread and in the patient's documents section, categorized as lab work, consent, medical history, intake, and so on.

Understanding the communications page

A walkthrough of the Communications page from the patient perspective, how messages are sent, received, and tracked inside the Healthaide platform.

Clinic communications update: conversation actions and recent conversations

The Communications page now has a Recent Conversations view across all channels, plus in-conversation actions for patient chats: create a task, add a note, mark unread, escalate to the provider network, and manage tasks from the sidebar. Direct messages also gain named group chats and file sharing.

Use conversation actions on the Communications page

Step-by-step guide to the Communications page: the Recent Conversations view, the in-conversation actions for patient chats (create task, add note, mark unread, escalate), managing tasks from the sidebar, and starting team group chats with file sharing.

What automated communications does the system already send patients?

The system sends a full set of automated, clinic-branded notifications, including new leads, exam incomplete, exam results, refill reminders, and other patient-care messages. Check Settings > Notifications for the current list before building your own flows so you do not duplicate them.