> For the complete documentation index, see [llms.txt](https://docs.welkinhealth.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.welkinhealth.com/integrations/messaging/paubox-setup-and-functionality.md). # Paubox Setup and Functionality Welkin Health integrates with Paubox to provide HIPAA-compliant encrypted email communication. Paubox ensures that emails containing protected health information (PHI) are sent securely and that recipients can read them without needing to create an account or enter a password. ## What is Paubox? Paubox is a HIPAA-compliant email encryption service. Unlike traditional secure email solutions that force recipients to log in to a portal to read encrypted messages, Paubox delivers encrypted emails that open directly in the recipient's standard inbox (Gmail, Outlook, etc.) – no extra steps required for the patient. ## Key features in Welkin * **Encrypted outbound email** – all patient emails sent through Welkin are automatically encrypted via Paubox * **Inbound email encryption** – replies from patients are also encrypted in transit * **HIPAA compliance** – Paubox provides a Business Associate Agreement (BAA) required for PHI in email * **Delivery receipts** – track whether emails were delivered and opened * **Automatic status refresh** – Welkin polls Paubox every 15 minutes to update the delivery status of outbound secure emails. Emails that are stuck in a pending status are automatically advanced to Delivered, Opened, or Failed as Paubox reports results; emails with no response from Paubox after 7 days are marked Failed * **No portal friction** – patients read emails directly in their inbox without logging in anywhere ## Setting up Paubox in Welkin ### Step 1: Provision a Paubox account If your organization does not already have a Paubox account, contact Paubox or your Welkin CSM to initiate provisioning. A Business Associate Agreement (BAA) must be signed with Paubox before use. ### Step 2: Configure sending domain Paubox requires your organization's email domain to be configured for encrypted delivery: 1. Your Paubox representative will provide DNS records to add to your domain (SPF, DKIM, and MX records) 2. Work with your IT team to add these records to your domain's DNS settings 3. Paubox will verify the domain configuration – this can take 24–48 hours ### Step 3: Connect Paubox to Welkin 1. Log in to the Welkin Admin portal 2. Navigate to **Integrations → Paubox** 3. Enter your Paubox API credentials: * **API Key** – available in your Paubox account under **Settings → API** * **Organization Name** – your organization's display name for sent emails 4. Click **Save and Test Connection** 5. Confirm the status shows **Connected** ### Step 4: Enable Paubox for outbound communications 1. In the Admin portal, navigate to **Communications → Email Settings** 2. Under **Email Provider**, select **Paubox** 3. Set your default **From** address (e.g., `care@yourorganization.com`) 4. Save changes All patient emails sent through Welkin will now route through Paubox for encrypted delivery. ## Testing Paubox functionality 1. Send a test email to a personal email address (Gmail, Outlook, etc.) from a test patient record 2. Confirm the email arrives in your inbox – it should open directly without prompting for a portal login 3. Reply to the email and confirm the reply is received in Welkin (if inbound email is configured) 4. Check the Paubox dashboard for delivery and open tracking ## Troubleshooting **Emails going to spam:** Ensure your DNS records (SPF, DKIM) are correctly configured. Paubox's support team can assist with domain validation. **Emails not sending:** Verify the API key is correct and the Paubox connection shows **Active** in the Admin portal. **Recipients asked to log in:** This typically indicates the recipient's email domain requires portal delivery. Paubox handles this automatically – it is not a Welkin configuration issue. **Email status stuck in a pending state:** Welkin automatically polls Paubox every 15 minutes and updates delivery statuses in the background. If a status has not updated after several hours, verify that the Paubox API key configured in the Admin portal is valid and has not expired. --- # Agent Instructions This documentation is published with GitBook. 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