Secure Messaging: Administrator Guide

You can use it to message:

• Admin and providers (for example, an admin messaging a provider).

• Provider to provider.

• Agency staff and caregivers, when the Caregiver Portal is enabled.

Messages can stand alone or be linked to a client, in which case they also appear on that client's profile.

Before you start

• Secure Messaging must be enabled for your agency. Once it is, every user sees a new Messages item in the left navigation. (Dashboard of the agency > Configuration > Messages) 

• To message caregivers, the Caregiver Portal must also be enabled, and the caregiver must have portal access.
• Internal messaging (admin and providers) works without the Caregiver Portal.

The Messages inbox

Click Messages in the left navigation to open your inbox. It works like a standard email inbox, with one key difference: conversations are grouped by subject. Every reply to a message is kept in the same thread under its original subject line (for example, "Jonathan's appointment for Thursday").

Use the tabs at the top to filter your messages:

Unread messages appear in bold, with a gray outline and an Unread label.

Send a new message

1. Go to Messages in the left navigation.
2. Click New Message.
3. (Optional) Select a client. Linking a client makes the message visible on that client's profile.
4. Select the recipient(s).

• If no client is selected, you can message any user.
• If a client is selected, the list only shows providers and admins linked to that client. This protects client information, since the message will be shown on the client's profile.

1. Enter a subject. All replies will be grouped under this subject.
2. Write your message.
3. (Optional) Add attachments, such as PDFs, Word documents, or images.
4. Click Send.

Tip: Use clear, specific subjects (for example, "Morgan needs extra attention") so threads are easy to find later.

Read, reply, and organize messages

Click any message to open the thread. You'll see the full message history, all recipients, and any attachments. From an open message you can:

• Reply to the thread (your reply stays under the same subject)
• Star it, so it appears in the Starred tab
• Archive it, moving it to the Archived tab
• Mark as unread, so it shows as new again
• Add attachments to your reply

Deleted messages are only visible to admins, under the Deleted tab.

Messages on the client profile

When a message is linked to a client, it also appears in a Messages section on that client's profile.

Who can see it there:

• Admins see all messages linked to the client.
• Providers linked to the client see only the messages they sent or were included as recipients.
• Providers who were not part of a message will not see it, even if they are linked to the client.

Replying from the client profile: You can reply, star, and add attachments directly from the client profile. Replies are sent as the logged-in user and appear in the same thread in everyone's inbox.

If Secure Messaging is disabled

If Secure Messaging is turned off after messages have been sent, the Messages item disappears from the left navigation for all users.

Frequently asked questions

• Is Secure Messaging HIPAA compliant? Yes. It was built to give agencies a HIPAA-compliant way to communicate internally and with caregivers.

• Do I have to link a message to a client? No. Linking a client is optional. Link one when the message is about that client, so it's saved on their profile.

• Why can't I find a provider in the recipient list? When a client is selected, only providers and admins linked to that client can be chosen. Remove the client, or link the provider to the client first.

• Can caregivers message the agency? Yes, if the Caregiver Portal and Secure Messaging are both enabled and the caregiver has portal access.

• What file types can I attach? Common files such as PDFs, Word documents, and images.

• Can I recover a deleted message? Deleted messages can be viewed by admins in the Deleted tab. Contact your admin for help.

Still need help? Contact Office Puzzle Support.