Starting a new message helps you connect instantly with patients through secure, HIPAA-compliant chat. Use this feature for appointment reminders, brief check-ins, sharing resources, or answering non-urgent questions.
How to Send a Message
From the left navigation panel, click Messages.
The web messaging screen opens, displaying a list of patients who have downloaded and activated the Allia Health app.
Use the search bar to locate the patient you want to message.
Click the patient’s name to open their chat.
Type your message in the text field and press Enter to send.
Understanding Your Patient List
Who appears in your message list?
You can only message patients who are on your care team. This means patients who are directly assigned to you for clinical care.
Note: Having view access or supervisory permissions does not automatically grant messaging access. You must be an active member of the patient's care team to send messages.
Why don't I see a specific patient?
Patients only appear in the messaging list after they have activated their account in the Allia Health mobile app. If a patient is missing from your list, they may not have:
Completed account setup on the app
Been added to your care team
Message Interface Features
Status indicators:
Green dot: Patient is currently online
Gray dot: Patient is offline
Message timestamps: Track when each message was sent to maintain a complete communication history.
“No messages yet” label: Even if a patient hasn’t messaged before, they’ll appear in your list with this label.
Emergency Communication Protocols
Allia's messaging platform is designed for non-urgent communication only.
Patients see an automatic warning at the top of their messaging screen directing them to call 911 or visit the nearest emergency room for urgent mental health crises.
This reminder displays each time they access the messaging feature.
Pro Tip: We recommend establishing clear communication boundaries with your patients during intake and reinforcing your availability policy.
FAQs
Can I communicate with patients without them downloading the app?
For appointments: Yes—patients can join via email link without the app.
For messaging: No—patients must download and activate the Allia Health app to send and receive secure messages.
Patients don't need the app to attend appointments—they can join telehealth sessions via email link. However, the app is required for secure messaging, self-scheduling, and completing forms.
What if my patient doesn’t want to download another app?
You can still communicate through other established channels (phone, your existing systems). However, for HIPAA-compliant text-based communication within Allia, the app is required. Many clinicians find that explaining the security benefits and convenience helps with patient adoption.