Chat Settings

TABLE OF CONTENTS

• What Is a Chat Inbox?
• Welcome Messages in the Patient App
• Message Delivery When Patients Are Not Logged In
• Family Members in Chat Threads
• Chat Inbox Permissions
• Auto Replies
  • After-Hours Auto Replies
  • Holiday or Closure Auto Replies

What Is a Chat Inbox?

A Chat Inbox contains secure messages sent between patients and staff through the Patient Web App or Mobile App. 

All patients who log in to the Fold Care App are automatically added to a Default Chat Group. This group is determined by:

• The patient’s location listed in their profile, or

• The system's default location, if no location is provided.

For staff to view and respond to patient chat messages, they must be added to the the default chat group, or the location-specific chat group.

Welcome Messages in the Patient App

A default welcome message can be added to the Default Message Group.

To configure this:

1. Navigate to Settings → Messages → Chat Settings

2. Select the Default Message Group

3. Add or edit the welcome message

Message Delivery When Patients Are Not Logged In

If a patient is not logged into the app:

• Fold can automatically send the message to the patient’s email, if one is on file.

• If no email address is available, Fold will attempt to send the message via SMS.

To manage this forwarding behavior:

1. Navigate to Settings → Messages → Chat Settings

2. Choose whether offline messages are sent to:

   • 
     

   • All members, or

   • Verified members only. A Verified Member is a patient who:

• Has logged into the Patient Web App or Mobile App

• Has verified their date of birth and gender

• Has verification details that match the information in their chart

Family Members in Chat Threads

Fold allows additional family members to participate in a patient’s chat if they also have the Fold Care App.

Common use cases include:

• Spouses staying informed about care

• Both parents receiving updates

• Shared custody situations

• Involved caregivers

Important:

• Proper consent to share health information must be obtained.

• Family members must be added under the Family Members section of the patient’s profile to be included in chat threads.

Chat Inbox Permissions

Chat and secure message inbox permissions are managed at: Settings → Messages → Chat Settings

Auto Replies

Auto replies can be configured for secure chat messages. Auto replies are customizable by location.

After-Hours Auto Replies

To set an after-hours chat auto reply:

1. Navigate to Settings → Messages → Chat Settings

2. Select a location

3. Enter the auto reply message

4. Click Save

The message will automatically send based on the location’s office hours.

Holiday or Closure Auto Replies

To configure auto replies for holidays or special closures:

1. Navigate to Settings → Calendar → Holiday Configuration

2. Add the applicable dates and closure settings