--- title: Care Team Channels vs Service Team Channels vs Staff Only Channels description: Patient Channels & Staff Channels --- [Skip to content](https://support.wellifiy.com/en-au/knowledge-hub/patient-channels-staff-channels#main-content) ![Wellifiy Logo Horizontal-1](https://support.wellifiy.com/hs-fs/hubfs/Wellifiy%20Logo%20Horizontal-1.png?width=145&height=51&name=Wellifiy%20Logo%20Horizontal-1.png) Open main navigation Close main navigation How can we help you? - There are no suggestions because the search field is empty. 1. [Wellifiy Knowledge Hub](https://support.wellifiy.com/en-au/knowledge-hub?hsLang=en-au) 2. [Messaging](https://support.wellifiy.com/en-au/knowledge-hub/messaging?hsLang=en-au) # Care Team Channels vs Service Team Channels vs Staff Only Channels Wellifiy’s messaging system allows **secure, real-time communication between patients and Team Members**, as well as internal communication between Team Members about a patient. Messaging channels are **linked directly to the patient’s profile**, helping teams coordinate care while keeping conversations organised and secure. Messaging is available in: - **Staff Portal** - **Patient Mobile App** - **Patient Web Portal** --- ### 💬 Types of Patient Channels There are three channel types associated with a patient. --- #### 👩‍⚕️ Care Team Channels **One patient + multiple Team Members** Care Team Channels are used for **communication related to a patient’s care or service delivery**. Typical participants may include: - Clinicians - Counsellors - Coaches - Case managers These channels allow patients to communicate directly with the Team Members who are supporting them. Because these conversations may include **sensitive care information**, Organisations typically limit access to Team Members directly involved in the patient’s care. --- #### 🧑‍💼 Service Team Channels **One patient + multiple Team Members** Service Team Channels are used for **operational or support communication**. Typical participants may include: - Reception - Admin staff - Support teams - Service coordinators These channels allow patients to ask questions related to: - appointments - logistics - support requests - general service enquiries Separating these conversations from care-related messaging helps Organisations maintain **better privacy and clearer communication workflows**. --- #### 👥 Staff Only Channels **Team Member-only channel linked to a patient** Staff Only Channels are used for **internal communication between Team Members about a patient**. Key characteristics: 🔒 **Not visible to the patient** 👥 **Multiple Team Members can participate** 🧠 Used for: - internal coordination - care planning - operational discussions --- ### ⚡ Activating Patient Messaging Channels Messaging channels can be activated in **two ways** depending on how your Organisation has configured messaging. --- #### Automatic Activation Organisations can configure channels to **automatically activate 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**, you can configure: ### Automatic Channel Activation Choose whether the channel should be **automatically created when a patient is added to the platform**. ### Automatic Team Member Assignment Select **which Team Members should automatically be added to the channel**. This ensures patients can **begin messaging immediately after being created**. --- ### Example Use Case An Organisation may offer a **24/7 support service**. By enabling automatic activation of the **Service Team Channel** and assigning support staff: - The channel is activated automatically when the patient is created - Patients can **immediately message the support team** --- #### Manual Channel Activation If automatic activation is **not enabled**, Team Members must activate channels manually. To activate a messaging channel: 1. Open the **Patient Profile** in the Staff Portal 2. Go to **Communication → Message Centre** 3. You will see available channels such as: - **Care Team Channel** - **Service Team Channel** - **Staff Only Channel** 4. Click **Activate Messaging** for the channel you want to create Once activated, the channel will appear in the **Team Member’s Message Centre channel list**. --- ### 👥 Adding or Joining Team Members Once a channel has been activated, additional Team Members can be added. ### Option 1: Add from inside the channel 1. Open the channel in the **Message Centre** 2. Click the **Action menu (•••)** 3. Select **Edit** 4. Click **+ Team Member** to add additional participants --- ### Option 2: Join from the Patient Profile 1. Open the **Patient Profile** 2. Go to **Communication → Messaging** If the channel is already active, the button will display **Join Channel** instead of **Activate Messaging**. Clicking **Join Channel** will add the channel to your **Message Centre channel list**. --- ### 🔒 Channel Participation Rules To ensure patient messaging remains functional: - A **patient messaging channel must always include at least one Team Member**. - If a Team Member assigned to a channel is **archived**, the system will automatically add the **Allocation Team Member** if necessary to ensure the channel still contains an active Team Member. This prevents situations where patients are left without a Team Member in their messaging channel. --- ### 📌 Key Points 💬 **Care Team Channels** connect patients with their care providers. 🧑‍💼 **Service Team Channels** allow operational or support communication. 👥 **Staff Only Channels** are private conversations between Team Members. ⚡ Messaging channels can be **automatically activated** when patients are created. 👩‍⚕️ Team Members can **join or add themselves to channels after activation**. 🔒 All conversations are **securely logged and encrypted**. - [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) - [Appointments & Booking](https://support.wellifiy.com/en-au/knowledge-hub/appointments-booking?hsLang=en-au) - [Patient Groups](https://support.wellifiy.com/en-au/knowledge-hub/patient-groups?hsLang=en-au) - [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) - [Activities & Check-Ins](https://support.wellifiy.com/en-au/knowledge-hub/activities-check-ins?hsLang=en-au) - [Troubleshooting](https://support.wellifiy.com/en-au/knowledge-hub/troubleshooting?hsLang=en-au) - [Contact Us](https://support.wellifiy.com/en-au/knowledge-hub/contact-us?hsLang=en-au) [![Wellifiy Logo Horizontal](https://support.wellifiy.com/hs-fs/hubfs/Wellifiy%20Logo%20Horizontal.png?width=145&height=51&name=Wellifiy%20Logo%20Horizontal.png "Wellifiy Logo Horizontal")](https://support.wellifiy.com/?hsLang=en-au) [mailto:hello@wellifiy.com](mailto:hello@wellifiy.com) Copyright © 2025,