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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.

✨ 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

💬 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, Group Channels, and Direct Messages (DMs).

⚙️ 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.

📸 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

🧩 Learn More

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