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Kareo Help Center

Navigate Message Center

Updated: 07/05/2022
Views: 5060

The Message Center allows users within a practice to communicate with each other and with patients. Create timely and targeted messages with custom email templates and patient groups, schedule batch email messages to be delivered on a future date, or communicate freely by sending personalized, on-demand messages. This interactive system let's patients reply directly to any communication they receive and delivers responses right to your inbox.

Access Message Center

  1. Click the envelope icon. The messaging summary window opens.
    Note: A red notification badge displays when new messages are received.
  2. Click See All Messages. The Message Center opens.
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Navigate Message Center 

  1. Messages Settings — click to enable message notifications.
  2. Search messages by patient name or keyword.
    Note: The search does not include messages between staff members.
  3. New Message: Click to send a new message to staff member(s), email a patient or patient group, or text a patient.
  4. Click on a tab to see messages in the Inbox and filter messages as necessary. Available filters will vary based on the selected tab.
    • Staff: Interoffice messages and reports
      • Filter by Status: View All or Unread
    • Patient Portal: Secure messages sent through the patient portal
      • Filter by Message Type: View All, Email, or Text
      • Filter by Status: View All or Unread
    • Patient Replies: Messages sent from the patient responding to emails, surveys, and text
      • Filter by Status: View All or Unread
    • Other: New Appointment request, messages from Kareo Support, other reports, and announcements
      • Filter by Status: View All or Unread
  5. Folders: Click on a tab to view messages that are Flagged, Queued to send, Sent, or Archived.
  6. Click on a tab to create, view, edit, or delete Message Templates or Patient Groups.
  7. Click on a message to read more and reply.
    • Messages with multiple participants in the conversation are grouped into one thread with the newest message at the bottom of the message. When a new message in the thread is received, it displays as the message preview.
  8. Click the flag icon to flag the message as important. Flagged messages display on the Dashboard under Outstanding Items.
  9. Click the file box icon to archive messages.
    Tip_Icon.png Tip: Messages cannot be deleted, but archiving them removes them from the Inbox and saves them under the Archived tab.
  10. Click to open any documents included in the message.
  11. If a patient is referenced, click the patient's name to open their record.
  12. Enter a reply to the message.
  13. Add Reference: Attach documents (up to 10MB in size) or reference one or more patients in your reply​.
  14. Click Send to reply to the message.
  15. Click the left and right arrows to navigate to additional pages of messages.
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