For use with NexHealth Communications - Messages
Overview
Option 1: via the Messages interface
Option 2: via the Patient’s profile slideout
Send or respond to a message
Send or respond to messages within NexHealth within an interface that’s similar to most messaging apps.
1. Start a message thread with a patient.
There are two options to start a message thread with a patient.
Option 1: via the Messages interface
Click on Messages in the side bar, then use the Search bar to find a patient, then click their name.
Option 2: via the Patient’s profile slideout
By default, NexHealth sends messages to the primary number on a patient's profile.
If a patient has more than one number, and you would prefer messages go to the other number, set it as the primary in your health record system. NexHealth will read it in, and then you can send the message.
We only support sending messages to ONE number at this time.
2. Type a message in the message box and click Send.
From here, NexHealth messages operates the same as most personal messaging apps.
3. Read and reply to messages from this same tab.
When you read a message, this will remove the badge in the Messages feed and on the NexHealth Home page.
If you encounter notifications on the Messages tab on the far left, but do not see any messages that display the red unread badge, it's possible the message was archived before being read. Find and read any unread archived messages.
If you have access to multiple locations you can view messages across multiple locations by selecting them in the picker. | 
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Mark messages as unread via the ellipsis (…).
Click on the ellipsis (...) next to the patient's name and select Mark as unread. If you read a conversation and realize that another team member needs to respond to it, or you want to be sure to come back to the conversation later. |  |
Message additions
You can use emojis, add attachments, and even respond with Saved responses or AI suggestions in your conversations with patients.
Note: Smart commands cannot be inserted into Messages.
Add Emojis via the smiley face icon.
To add emojis to a message, click on the smiley face directly in the compose message box. Search for and select common emojis.
Add attachments via the paperclip icon.
To add an attachment, click on the paperclip next to the smiley face. Browse for the file you'd like to attach and then compose your message as usual. You can send PDFs, JPGs, PNGs, and other files directly through text.
Failed messages
If a message fails to be sent to a patient, a failed status displays in the message thread.
You can also review errors in the patient profile under the Messages tab.
Reasons a message might not be delivered
The phone number in the patient profile does not exist or is incorrect
The patient has unsubscribed from that particular type of communication (this will display in the message thread and in the patient profile)
The patient has blocked the number
Your practice has not completed SMS registration
Automated messages will not send if the message was sent outside of your sending hours (e.g. 7 AM message when your sending hours start at 8 AM)
Manually-sent messages will always send when you send them; manually-sent messages do not use the office sending hours.