Support Center

Internal Messaging is here to streamline collaborating and triaging patient issues between staff members and across teams. Now, you can make sure conversations or action items make it into the hands of the correct people, and even loop in a clinician or another department when necessary. To best provide for your patients, you can now include all relevant users into the conversation, keeping all information in one location.

Patients interact with many facets of your practice and in plenty of cases, they'll ask questions or provide information through WELL that needs attention from a specific person or department. Perhaps they have a question about their bill or want to know about lab results. With internal messaging, you can easily alert the billing department or a nurse to respond to the patient directly, or they can provide you with the necessary information to respond yourself.

Even if the user who needs to be alerted doesn't normally have access to the conversation, if you mention them in an internal message, you grant them temporary access to the channel to see the information that's relevant to them.

In order to send an internal message you'll:

1. Select the relevant patient channel.
2. Select to send an Internal Message.
3. Use the @ symbol along with the user you want to mention anywhere in your message. Once you type the @ symbol, you'll receive some suggestions of who you might be trying to message internally.
4. Type your internal message. You can use smart phrases here if you need!
5. Select Send Internal.

Read more on sending Internal Messages here.

How do I know if I've received an internal message?

We've included a view for you to easily access your Internal Messages. It's located in your View Switcher, indicated by an @ symbol. Additionally, if you normally have access to a channel, Internal Messages for you and/or others will show up in all views, both within the channel and the various patient lists!

If you've been tagged as an individual or within a User Group you belong to, the internal message will display with a blinking yellow dot until you take action on them. A solid yellow dot next to an internal message indicates that it's open for someone else. You'll notice that when you send an Internal Messages, the channel will be marked as pending, indicating the conversation is pending some action.

Read more about how to work your Internal Messages here.