1. Provider Messaging - General Guidance & Use Cases

The portal's Messaging feature enables convenient, non-emergency** communication and file sharing between you and your provider(s). Unlike traditional email and text/SMS, the messaging is protected by HIPAA & BAA-compliant security.

Goals:

Security: Ensuring your sensitive conversations and information remain private.
Convenience: Streamlining activity with one dedicated destination for all provider communication.
Enhance: Supporting treatment effectiveness and wellness progress by creating a new, accessible opportunity for increasing client - provider interaction.

Use Case Examples:

Between-Session Communication**:
- Provide progress updates, feedback and insights
- Agreed-upon provider check-ins
- Obtain additional guidance on session topics and addressing any challenges
- Capture notes/reminders for the next session
- Confirm appointment/session details and/or changes (Cancelling and rescheduling should be handled in your client portal via the Dashboard or Appointments section)
Secure Document Transfer: You and your provider can confidently send, store and receive relevant files such as intake questionnaires, worksheets, records, etc.
- Supported file formats: .pdf, .jpg/.jpeg, .doc/.docx, .csv & .png)

**Response Time Expectations: Providers' typical response time is between 1 - 3 days. Please note that the messaging feature is not designed for urgent communication topics. In case of an emergency, please call 911. If you are in crisis, please call +1 800 273 8255 to speak with a crisis counselor.

2. Client Portal Dashboard (Home) - Accessing the "Messages" Section

After logging in and reaching your portal's dashboard, navigate to the sidebar menu anchored to the portal's left-hand side. The "Messages" is featured last on the the sidebar menu. A green "UNREAD" icon is present when there are new, unread messages to review.

Click on "Messages" in the sidebar menu to navigate to the "Messages" section.

3. Messages Section Overview

Existing Message Activity:
- If you are working with a single provider, your message activity is featured in the chat window.
- If you are working with multiple providers, click on the desired provider's profile card on the left-hand side to populate the corresponding messaging in the chat window.

No Message History: If no messages have been sent or received, you can begin composing your first message by clicking the green "Compose message" button below the "No Messages yet" statement.

4. Composing, Sending & Replying to Messages

Composing a New Provider Message: To start, click on the green "Compose Message" button. A pop-up window will appear.

Provider Selection: Click the "Select provider" dropdown menu to reveal your provider list.

Provider Selection Options: The dropdown list only includes the provider(s) you are working with, or have worked with in the past.

Provider Selection Confirmation: With the desired provider featured in dropdown menu, click the green "Next" button to move on to composing your message.

Compose & Send Message: To begin typing, click inside text field located under the chat window. Click the green "Send" button to submit your message when complete.

Your message appears in the chat window when its been sent and delivered properly. Provider responses will appear with green message bubbles.
Provider Response Time Expectations: Please note that the messaging feature is not designed for urgent communication topics. The anticipated provider response time is between 1 - 2 days, but will vary by provider. In case of an emergency, please call 911. If you are in crisis, please call +1 800 273 8255 to speak with a crisis counselor.

5. Uploading and Sharing Files

As mentioned, files can be securely uploaded, sent and stored for future reference (Supported file formats: .pdf, .jpg/.jpeg, .doc/.docx, .csv & .png).
To Upload: Click the attachments button located in between the text field and the send button. This opens the file upload pop-up window on your device.

Select the desired file(s) for attachment and uploading to portal.

The file(s) are sent to your provider and remain stored and accessible in the chat window.

6. New Provider Message(s) - Notifications Via Email

A notification is sent to the email address used to log into your Client Portal -- each time you receive a new message. The email message includes a Client Portal login link to simplify your ability to review and respond.