For the complete documentation index, see llms.txt. This page is also available as Markdown.

Communication Center

Overview

The Communication Center in Welkin is the hub for all patient and care team communications. It consolidates messages, calls, SMS, email, and chat into a single interface so care team members can manage all interactions without switching between applications.

Accessing the Communication Center

Click Messages or Communication in the left navigation bar of the Care Portal.

Communication Channels

The Communication Center supports multiple channels depending on your organization's configuration:

  • Email – send and receive emails with patients

  • SMS – two-way text messaging with patients via configured phone numbers

  • Secure Email – HIPAA-compliant encrypted email (requires Paubox or similar)

  • Chat – live chat with patients via the Welkin patient portal

  • Voice Calls – inbound and outbound call routing

Viewing Conversations

The Communication Center shows a list of all active and recent conversations. Each conversation is linked to a patient record. Click a conversation to view the full message thread.

Sending a Message

  1. From the Communication Center or from within a patient profile, click + New Message or the channel icon

  2. Select the patient (if not already in the context of a patient profile)

  3. Choose the communication channel (Email, SMS, etc.)

  4. Compose your message

  5. Click Send

Inbox

For enhanced inbox management features including filtering, assignment, and threaded messaging, see Inbox.

Managing Unrecognized Communication

For messages received from unknown numbers or addresses, see Manage Unrecognized Communication.


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