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Patient Chat

Patient Chat is your messaging inbox for reading and replying to patient messages and sending direct messages to coworkers.

Auto-generated from the in-app Help for /chat — source of truth src/lib/help-content/.

Open a conversation

View any chat's full message history.

  1. In the left panel, find the chat under Direct Messages, New Patient Chats, or In Progress.
  2. Click anywhere on its row.
  3. The message history loads in the right panel and any unread badge clears.
💡 Tip: A teal number badge marks unread messages, and a red star with a PRIORITY tag floats important chats to the top of the list.

Take (claim) a new patient chat

Claim an unassigned patient message so you can reply.

  1. Under New Patient Chats, click the chat you want to handle.
  2. In the right panel header, click the Take button (hand icon).
  3. The chat moves into the In Progress group under your name (You) and the message box becomes active.
💡 Tip: A new patient chat is read-only until you Take it — the message box shows Take this conversation to reply. until you do.

Reply to a patient

Send a message in a patient chat assigned to you.

  1. Open the patient chat assigned to you under In Progress → [your name] (You).
  2. Click the message box (placeholder Type your message...) and type your reply.
  3. Press Enter or click the Send button (paper-plane icon).
  4. Your message appears in the history and the chat jumps to the top of the queue with your text as the new preview.
💡 Tip: You can only reply once a chat is assigned to you. If someone else has it, the box reads Being handled by [name]. and stays locked.

Complete (close) a patient chat

Close a finished patient chat and remove it from the queue.

  1. Open the patient chat that is assigned to you.
  2. In the right panel header, click the Complete button (check-circle icon).
  3. The chat is closed and removed from the queue, and the window returns to the Select a Conversation screen.
💡 Tip: The Complete button is greyed out unless the chat is assigned to you, so you can't accidentally close someone else's chat. Completed chats drop off the list permanently.

Transfer a patient chat to another staff member

Hand a chat assigned to you off to a coworker from the header.

  1. Open the patient chat (it must be In Progress and assigned to you).
  2. In the right panel header, click the Transfer button (arrow icon).
  3. In the Transfer to... menu, click the name of the person who should handle it.
  4. The chat moves to that person and your window clears back to the Select a Conversation screen.
💡 Tip: This header Transfer does not show a confirmation pop-up — the chat simply leaves your window. If no one else is available, the menu shows No other staff available.

Start a direct message with a coworker

Begin a staff-to-staff chat.

  1. In the top-right of the Conversation Queue header, click the New button (person-with-plus icon).
  2. In the Start a new conversation dialog, click the dropdown (placeholder Select a staff member...) and choose a coworker.
  3. Click Start Chat (message-with-plus icon).
  4. The new chat opens under Direct Messages, ready for you to type.
💡 Tip: Start Chat stays disabled until you pick someone; Cancel closes the dialog without starting anything.

Transfer a patient chat from inside a direct message

Hand one of your patient chats to a coworker while chatting with them.

  1. Open the Direct Messages chat with the coworker you want to give the patient chat to.
  2. In the right panel header, click Transfer Patient Chat (forward arrow icon).
  3. In the Transfer a Patient Chat dialog, click the patient chat you want to transfer to select it.
  4. Click Confirm Transfer (forward arrow icon).
  5. A Chat Transferred! confirmation appears and a system note is posted into the direct message so your coworker sees it.
💡 Tip: If you have no chats to move, the dialog reads You have no active patient chats assigned to you to transfer. Only this dialog shows the Chat Transferred! pop-up — the header Transfer does not.