ThriveLabChats (SHM)
Domain: Communications & Support | Type: Custom (active)
Full reference: CRM Modules Guide
What is it?
SHM (Secure Health Messaging) — the in-portal secure messaging system between patients and their care team. This module stores the conversation records.
Who Uses It
| Sender | Recipient | Use case |
|---|---|---|
| Patient | PCA | General questions, support requests |
| Patient | Nurse Practitioner | Clinical questions, follow-ups |
| PCA | Patient | Proactive outreach, notifications |
| Provider | Patient | Clinical communication |
Where It Appears
- Patient Portal: “Messages” section in the navigation
- Patient App: Same messages section
- Zoho CRM: As a Related List inside Contacts → “Chats” or “SMS Messages”
- Zoho Desk: Some patient-initiated messages route to the Support department
Message Types
| Type | Description |
|---|---|
| SHM (In-portal) | Secure message sent through the portal/app |
| SMS | Text messages sent via Twilio to patient’s phone |
| CRM-tracked email communications |
IT Message Templates
A separate module (IT Message Templates) stores reusable message bodies that staff can use for outbound SMS or SHM communications. This reduces manual typing for common messages.
Patient Messages Module
A separate Patient Messages module exists in the CRM sidebar. This captures different message types or message states — check the CRM Modules Guide for current distinction between Chats and Patient Messages.
Related Modules
- Contacts — All messages linked to a Contact
- Leads — Pre-conversion messages may be linked here
- Zoho Desk - Tickets — Some messages escalate to Desk tickets
Full reference: CRM Modules Guide