---
title: Messaging Overview
description: Messaging Overview
---

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1. [Wellifiy Knowledge Hub](https://support.wellifiy.com/en-au/knowledge-hub?hsLang=en-au)
2. [General](https://support.wellifiy.com/en-au/knowledge-hub/general?hsLang=en-au)

# Messaging Overview

The Messaging feature in Wellifiy provides a secure and convenient way for patients and Team Members to communicate directly within the platform. It brings all conversations into one place, connected to the patient profile where relevant, and reduces reliance on external apps, emails, or SMS.

This article provides a high-level overview of how messaging works and how the pieces fit together. Each area is covered in more detail in its own Knowledge Hub article.

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#### ✨ Key Benefits

- 🔒 **Secure & compliant** – all conversations are logged and encrypted
- 👩‍⚕️ **Care coordination** – Team Members can collaborate internally or communicate directly with patients
- 📲 **Accessible everywhere** – available in the Staff Portal, Patient App, and Patient Web Portal, via the **Message Centre**
- 🔐 **Better privacy controls** – separate channels let different Team Members interact with patients in appropriate contexts
- 🗂️ **Organised communication** – channels can be archived to keep workspaces tidy

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#### 💬 Types of Channels

Wellifiy supports several channel types designed for different communication needs:

- **Care Team Channel** – one patient plus the Team Members directly involved in their care (clinicians, coaches, counsellors, case managers). Used for care-related communication and treatment discussions.
- **Service Team Channel** – one patient plus operational or support Team Members (admin, reception, service coordinators). Lets patients reach support teams without exposing their care-related conversations.
- **Staff Only Channel** – Team Members only, linked to a patient. Used for internal coordination about a patient without the patient seeing the conversation.
- **Group Channel** – multiple patients plus Team Members, for group therapy programs, peer support, or education. Creating these requires the **Messaging Management** permission.
- **DMs (Direct Messages)** – private Team-Member-to-Team-Member messaging, not tied to a patient.

📘 *For the full detail on each type, see [Care Team Channels vs Service Team Channels vs Staff Only Channels](https://support.wellifiy.com/en-au/knowledge-hub/patient-channels-staff-channels?hsLang=en-au), [Group Channels](https://support.wellifiy.com/en-au/knowledge-hub/group-channels?hsLang=en-au), and [Direct Messages (DMs)](https://support.wellifiy.com/en-au/knowledge-hub/direct-messages-dms?hsLang=en-au).*

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#### ⚙️ Channel Auto-Activation

Organisations can configure patient messaging channels to be created and activated automatically when a patient is created, rather than activating them manually. This is managed in:

**Administration → Portal Settings → Message Centre Activation Rules**

For both Care Team Channels and Service Team Channels, you can configure:

- **Automatic Channel Activation** – whether the channel is automatically activated when a new patient is created
- **Automatic Team Member Assignment** – which Team Members are automatically added to the channel

*Example: an Organisation running a 24/7 support line can auto-activate the Service Team Channel with support staff assigned, so every new patient can message the support team immediately.*

**Channel participation rules:** a patient channel must always contain at least one Team Member. If the last Team Member in a channel is archived, the system automatically adds the **Allocation Clinician** as the fallback member, so patient channels always remain staffed.

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#### 📸 Supported Content & Interactions

Messaging channels support a rich set of communication features:

- 🖼️ Share images, videos, and web links directly in chat
- 👍 Like posts to acknowledge messages
- 😀 Use emoji reactions for quick responses
- 🧵 Threaded replies to keep conversations organised

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#### 🧩 Learn More

The day-to-day workings of messaging are each covered in their own article:

- [Notifications in Messaging](https://support.wellifiy.com/en-au/knowledge-hub/notifications-in-messaging?hsLang=en-au) – badge alerts, unread emails, and patient notification preferences
- [Display Names & Avatars in Messaging](https://support.wellifiy.com/en-au/knowledge-hub/display-names-avatars-in-messaging?hsLang=en-au) – patient privacy in Group Channels
- [Archiving Channels](https://support.wellifiy.com/en-au/knowledge-hub/archiving-channels?hsLang=en-au) – tidying the workspace without losing history
- [Leaving Channels](https://support.wellifiy.com/en-au/knowledge-hub/leaving-channels?hsLang=en-au) – who can leave which channel types
- [Messaging Management Permissions](https://support.wellifiy.com/en-au/knowledge-hub/messaging-management-permissions?hsLang=en-au) – creating Group Channels, editing or deleting messages, and managing participants

- [General](https://support.wellifiy.com/en-au/knowledge-hub/general?hsLang=en-au)
- [Product Release Notes](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#main-content)

    - [January 2026](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#january-2026)
    - [December 2025](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#december-2025)
    - [November 2025](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#november-2025)
    - [October 2025](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#october-2025)
    - [September 2025](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#september-2025)
    - [August 2025](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#august-2025)
    - [July 2025](https://support.wellifiy.com/en-au/knowledge-hub/product-release-notes?hsLang=en-au#july-2025)
- [Getting Started](https://support.wellifiy.com/en-au/knowledge-hub/getting-started?hsLang=en-au)
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- [Forms, Assessments, & Docs](https://support.wellifiy.com/en-au/knowledge-hub/forms-assessments-docs?hsLang=en-au)
- [Group Programs](https://support.wellifiy.com/en-au/knowledge-hub/group-programs?hsLang=en-au)
- [Case Notes](https://support.wellifiy.com/en-au/knowledge-hub/case-notes?hsLang=en-au)
- [Messaging](https://support.wellifiy.com/en-au/knowledge-hub/messaging?hsLang=en-au)
- [Billing & Payments](https://support.wellifiy.com/en-au/knowledge-hub/billing-payments?hsLang=en-au)
- [Content Management](https://support.wellifiy.com/en-au/knowledge-hub/content-management?hsLang=en-au)
- [Patient Journeys](https://support.wellifiy.com/en-au/knowledge-hub/patient-journeys?hsLang=en-au)
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