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.
Click Messages or Communication in the left navigation bar of the Care Portal.
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
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.
From the Communication Center or from within a patient profile, click + New Message or the channel icon
Select the patient (if not already in the context of a patient profile)
Choose the communication channel (Email, SMS, etc.)
Compose your message
Click Send
For enhanced inbox management features including filtering, assignment, and threaded messaging, see Inbox.
For messages received from unknown numbers or addresses, see Manage Unrecognized Communication.
Inbox – inbox management and filtering
Communication Templates – message templates
Calls – phone call management
Chat – live chat functionality
SMS – text messaging
Email – email functionality
Manage Unrecognized Communication – handling unknown senders
Notifications and Alerts – system notifications
Automations that Trigger Outbound Communications – automated messages in Designer
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