Support Center

Internal Messaging streamlines collaboration between staff members and across teams, allowing you to include all relevant users in the conversation in one platform and ensure action items make it into the hands of the correct people. Your team can loop in a clinician, a biller, or another department when necessary.

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 specific channel in order to read and take action as necessary.

To send an internal message:

1. Select the relevant patient channel.
2. Click on "Internal" to send an Internal Message.
3. Use the @ symbol along with the user or user group you want to tag on the 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. This is a great opportunity to use smart phrases!
5. Select Send Internal.

Read more on sending Internal Messages here.

Note: If there are no active internal messages on a patient channel, the default will be to send a message to a patient.

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 it. A solid yellow dot next to an internal message indicates that it's open for someone else to work. You'll notice that when you send an Internal Message, the channel will be marked as pending (gray horizontal stripes), indicating the conversation is pending some action.

To resolve an internal message:

You can resolve Internal Messages you've sent to other users from within the Patient Channel. If you've sent something that is addressed outside of WELL, you can:

1. Locate the Patient Channel for which you sent an internal message.
2. Identify the internal message.
3. Click the yellow dot next to the relevant internal message.
4. Click resolve.

Read more about how to work your Internal Messages here.