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Status Completed
Categories Messaging & Notifications
Created by Guest
Created on Aug 17, 2019

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Include organization information in email sent to clients when secure message is received

I just saw what an email message looks like to alert a client that they have a secure message. It does look like it could be spam. The email notification should indicate the agency it is from or the therapist's name like the email does for creating the portal account and other email messages. This is confusing to clients and may get overlooked. Messages sent through the portal often contain important information.
App Type TheraNest App
  • ADMIN RESPONSE
    Aug 23, 2024
    We're excited to let you know that this suggestion has been implemented. We've updated the email sent to clients when a secure message is received to include the organization name in the subject and in the content of the email. We hope this will reduce confusion from clients who thought the previous email looked like spam. If you have any questions or feedback, feel free to reach out to our support team at support@theranest.com.
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  • Guest
    Reply
    |     Oct 25, 2019
    Some clients thought the email notification they get when I send them something through the portal email was spam, because there is no indication on the notification email that it is from my company. Also, It says: Hi {THEIR CHILD'S NAME} because I am a pediatric clinic, therefore the email TO: automatically populates the child's name as they are indicated in the client field within the platform. They have not opened the emails to receive important documents and attached invoices, which has significantly delayed their making payments through the portal system. 1) The notification should indicate it's from my company 2) Can the email "TO:" field be adjusted to the parent/caregiver name?
  • Guest
    Reply
    |     Sep 10, 2019
    My clients are not opening my secure messages because the sender is not from me, their provider. It looks like SPAM, so they are not opening it. Appt reminders come from the provider. Secure messages should also come from the provider to alert clients they need to open it and not ignore it.
  • Guest
    Reply
    |     Aug 22, 2019
    Improve email notification of Secure Message to clients == by including the NAME of the CLINICIAN... When I tested this to myself as a fake client, there was no indication of WHO was sending the message...and so it does look like SPAM. ALSO == improve ability of Clinician to SELECT which email addresses are included in the Secure Message ... sometimes Clinician may want to send secure message to one or both parents whose emails are listed. I tested this to myself, and presently Secure Message is sent only to the first email address.