ThriveLabPatient Messages
Domain: Communications & Support | Type: Custom (active)
Full reference: CRM Modules Guide
What is it?
Log of all messages exchanged with patients across channels. Distinct from the Chats module (which is live SHM portal messaging) — Patient Messages is the broader message history record.
Channels Tracked
| Channel | Description |
|---|---|
| SHM (Secure Health Messaging) | In-portal secure messages from patient portal |
| SMS | Text messages via Twilio |
| Emails sent/received via Zoho | |
| Internal Notes | Staff notes on patient record (not sent to patient) |
Chats vs Patient Messages
| Module | Scope |
|---|---|
| Chats | Real-time/active SHM portal conversations |
| Patient Messages | Archived message log across all channels |
Message Flow
Patient sends SHM via portal
→ Appears in Chats module (live)
→ Logged in Patient Messages (archive)
→ Contact Owner (PCA) sees it first
→ Escalated to NP if clinical decision needed
Related Modules
- Chats — Live SHM conversations
- SMS Messages — SMS log via Twilio
- Contacts — All messages linked to patient Contact
- Care Team — Message routing based on care team assignment
Full reference: CRM Modules Guide