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.
Navigate to Communication Center → Chat in the Care Portal to view and respond to chat conversations.
To initiate a chat with a patient:
Open the patient profile or go to the Communication Center
Click + New Chat or the Chat icon
Select the patient
Type your message and press Send
The patient receives the chat message through their patient portal or a configured messaging channel.
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.
When a patient sends a chat message:
A notification appears in your Communication Center (and as a bell notification)
Click on the conversation to open it
Type your reply and send
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 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 for setup details.
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