# Chat

## Overview

Welkin's Chat feature enables real-time text-based communication between care team members and patients through a secure, HIPAA-compliant messaging interface embedded in the Care Portal.

## Accessing Chat

Navigate to **Communication Center → Chat** in the Care Portal to view and respond to chat conversations.

## Starting a Chat

To initiate a chat with a patient:

1. Open the patient profile or go to the Communication Center
2. Click **+ New Chat** or the **Chat** icon
3. Select the patient
4. Type your message and press **Send**

The patient receives the chat message through their patient portal or a configured messaging channel.

## Chat Conversations

Each chat conversation is threaded by patient. All messages – sent and received – appear in chronological order within the conversation view. Unread messages are highlighted with a badge.

## Responding to Patient Chat

When a patient sends a chat message:

1. A notification appears in your Communication Center (and as a bell notification)
2. Click on the conversation to open it
3. Type your reply and send

## Chat Availability and Hours

If your organization has configured business hours for chat, messages received outside of those hours may receive an automated reply indicating when a care team member will respond.

## Chat Configuration

Chat requires configuration in both Designer and the Admin Portal:

* The chat webhook URL, API key, and secret must be entered in **Admin → Integrations → Communications**
* Chat must be activated in Admin for the channel to appear in the Care Portal

See [How to Turn On Communication Methods](https://github.com/welkincloud-io/welkin-docs/blob/master/kb/admin/communication-center-how-to-turn-on-your-communication-methods.md) for setup details.


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