When a patient sends a message (SMS, email, or chat), Welkin can notify care team members in real time. This page explains how to configure communication-related notifications in the Designer so that the right people are alerted when patient messages arrive.
When a patient sends a message:
The message arrives in the Inbox (or legacy communication center).
If notification rules are configured, the system sends an alert to the designated recipient(s).
The recipient clicks the notification to open the communication.
The Admin Portal controls where notification clicks route users – to the new Inbox or the legacy communication center. See Admin Portal Overview for details.
In the Designer, navigate to Notifications.
Click + Add Notification or edit an existing one.
Set the trigger to a communication event:
"Incoming SMS received"
"Incoming email received"
"Incoming chat message received"
Define recipients – typically the assigned care team member or primary contact.
Choose delivery channels – in-app, email, or both.
Save and publish.
In the Admin Portal under Feature Settings → Environment → Inbox Notifications:
Enabled – clicking a notification opens the new Inbox
Disabled – clicking a notification opens the legacy patient-level communication center
See Inbox for the full Inbox guide.
Create a draft in the Designer and publish to apply notification configuration changes.
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