Email

Overview

Welkin supports sending and receiving emails with patients directly from the Care Portal. Email is integrated into the Communication Center and patient profile, keeping all correspondence in one place.

Sending an Email

1. Open the patient profile or go to the Communication Center
2. Click + New Message and select Email
3. Confirm the patient's email address
4. Enter a Subject line
5. Compose the email body
6. Optionally attach files or use a template
7. Click Send

Sending from a Shared Inbox

If the conversation is associated with a shared inbox, a Send as selector appears next to the Send button. Use it to choose whether to send the reply from the shared inbox address or from your personal email address.

• When sending from a shared inbox, the Secure Email option is automatically disabled — secure email is not available for shared inbox replies.
• When sending from your personal address, secure email is available as normal (subject to your organization's configuration).

Auto-Assignment on First Reply

If your organization has enabled the Assign on First Reply setting for a shared inbox, the first care team member to send an outbound reply on an unassigned conversation from that shared inbox is automatically assigned as the conversation owner.

This assignment happens silently — no action is required. You will see your name appear as the assignee in the conversation after your first reply is sent.

The setting is configured per shared inbox by your administrator.

Email Attachments

The following file types are supported as email attachments:

• Images: JPG, JPEG, PNG
• Documents: PDF, DOC, DOCX
• Spreadsheets: XLS, XLSX, CSV

Receiving Patient Emails

When a patient replies to or initiates an email:

• The email appears in the Communication Center inbox
• The email is linked to the patient's record and stored in their communication history
• A notification is sent to the care team member assigned to the conversation
• Attachments in supported formats (images, documents, spreadsheets and HTML) are accepted and stored

Email Templates

Use pre-written email templates to maintain consistent messaging. Click the Templates button when composing to select a template. See Communication Templates.

Secure / HIPAA-Compliant Email

For communications that contain protected health information (PHI), your organization may use Secure Email powered by Paubox. Secure emails are encrypted end-to-end. Recipients receive an email notification with a secure link to read the message.

To use Secure Email, select Secure Email as the channel when composing. See Paubox Setup and Functionality for configuration details.

Note: Secure Email is not available when sending from a shared inbox.

Email History

All sent and received emails are stored in the patient's Communication tab. You can search the email history, filter by date, and view full email threads.