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.

✨ 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 Clinical Portal, Patient Mobile App, and Patient Web Portal.

🔐 Better privacy controls – separate communication channels allow different Team Members to 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 Channels

One patient + multiple Team Members

Care Team Channels are designed for Team Members directly involved in a patient’s care or service delivery.

Typical participants may include:

Clinicians
Coaches
Counsellors
Case managers

These channels are generally used for care-related communication, treatment discussions, or direct interaction between patients and the Team Members supporting them.

Service Team Channels

One patient + multiple Team Members

Service Team Channels are designed for operational or support communications.

Typical participants may include:

Admin staff
Reception
Support teams
Service coordinators

These channels allow patients to communicate with operations or support teams without exposing their care-related conversations.

This separation helps organisations maintain better privacy and confidentiality while still providing responsive support.

Staff Channels

Team Member-only channels linked to a patient

These channels are used for internal coordination about a patient, without the patient being able to view the conversation.

Common use cases include:

Internal updates between clinicians
Operational coordination
Care planning discussions

Group Channels

Multiple patients + multiple Team Members

Group Channels allow organisations to facilitate group communication.

Examples include:

Group therapy programs
Peer support groups
Education programs

Creating Group Channels requires the Messaging Management permission.

DMs (Direct Messages)

Team Member-to-Team Member messaging

DMs are used for private communication between Team Members and are not tied to a specific patient.

To start a DM:

Open the DMs section
Click the ➕ button
Select one or more Team Members

This creates a private channel visible only to the selected Team Members.

⚙️ Channel Auto-Activation

Organisations can now configure automatic activation of patient messaging channels.

Previously, messaging for a patient needed to be manually activated before the patient could access their channel.

Now, channels can be automatically created and activated when a patient is created.

This is managed in:

Administration → Portal Settings → Message Centre Activation Rules

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

Automatic Channel Activation

Choose whether the channel should be automatically activated when a new patient is created.

Automatic Team Member Assignment

Select which Team Members should automatically be added to the channel.

This ensures that the channel is immediately available for communication.

Example Use Case

An organisation may operate a 24/7 support line.

By enabling automatic activation of the Service Team Channel and adding support staff to the channel:

As soon as a patient is created
The Service Team Channel becomes available
The patient can immediately message the support team

This enables instant access to operational or support services.

Channel Participation Rules

To ensure communication remains available:

A patient channel must always contain at least one Team Member.
If a Team Member in a channel is archived, the system will automatically add the Allocation Clinician as the fallback Team Member if needed.

This ensures that patient messaging channels always remain properly staffed and accessible.

👩‍⚕️ Messaging Management Permissions

Some actions are only available to Team Members with the Messaging Management permission:

➕ Create Group Channels

✏️ Edit or delete messages sent by patients or other Team Members

🗂️ Manage Group Channel participants (add/remove patients or Team Members)

📸 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

🔔 Notifications

Team Members

Receive:

Badge alerts in the Clinical Portal
Unread message emails (configurable in My Profile)

Patients

Receive:

Push notifications
Unread message emails

Notification settings can be adjusted within the mobile app or by staff.

Notifications only apply to active channels (not archived ones).

🎭 Display Names & Avatars

Patients can customise their display name and avatar from the Message Centre → Profile tab.

This is particularly useful in Group Channels, where patients may prefer additional privacy or anonymity.

Team Members will always see the patient’s real name alongside their display name in the Clinical Portal.

📦 Archiving & Leaving Channels

Archiving Channels

Archiving:

Moves the channel from the active workspace to an Unarchived Channels section towards the bottom of the screen to keep the workspace tidy
Pauses notifications

Channels can be unarchived at any time.

Leaving Channels

Team Members can leave channels if they are no longer involved.

However, at least one Team Member must remain in any active patient channel.