View message history for patients

This article relates to message history with patients. For message history with professional contacts and organisations, see this article: View message history for contacts and organisations

Message history stores and displays your entire Halaxy SMS history with a patient, just like an SMS conversation on a mobile phone. You can also view all emails you’ve sent to the patient via , including any attachments.

A patient's message history includes:

Appointment reminders
SMS responses to two-way reminders
Emailed invoices
Campaigns
Custom messages (or one-off messages) you send.

Note

Your message history displays sent and received SMS messages. Only sent emails are displayed as Halaxy cannot access your email inbox.

Open your message history with a patient

Open the patient's profile.
Under the Contact Details section, click the envelope icon to open the message history.
In the pop-up, your message history appears.

Navigate your message history

Images: Message history for email (left) and SMS (right). Click images to zoom in.

Learn how to use and navigate your message history:

You can switch between email and SMS messages by clicking the tabs at the top.
There are search and filter options to refine the displayed results.
Each message type is indicated by a label.
The messages that relate to appointments have a calendar icon, which you can click to view the appointment.
Messages that are successfully sent appear in blue and have a tick icon.
Outbound messages that failed to send appear in red and have an alert icon.
To print the entire message history, click the printer icon in the top right.
To print a specific email, click the plus icon to expand it, then click the printer icon within the individual email.
Tick the Include all contacts checkbox to include messages the patient received as another patient’s emergency contact.

Note

Your message history shows the most recent messages at the top. Your SMS message history will include messages even if your patient changes phone numbers or has multiple phone numbers.

Message delivery status

The follow table explains the delivery status of each message:

Status	Description
Cancelled	The message was manually cancelled.
Deferred	The message is sent to the recipient with a slight delay, but our message delivery provider does not update the send status. Deferrals can happen for a variety of reasons, usually when the recipient's server was temporarily busy at the time the message was sent.
Delivered	Our email server/SMS provider received confirmation that the email/SMS was successfully delivered to the recipient's email server/mobile number.
Failed	The recipient's mobile number was invalid.
Opened	Our mail server has received confirmation that the recipient has opened the email.
Pending	The message is scheduled to be sent.
Queued	The email has been queued to send by our server and will send shortly. You have the brief window to cancel the reminder or cancel the invoice email.
Received	You have received an SMS response from a patient. Applies only applies to inbound SMS.
Rejected	The message was not delivered due to the patient's mail settings.
Sent	The SMS has been successfully sent to our SMS provider, or the email was successfully sent.
Undelivered	Our SMS provider received a response that the recipient's number was not reachable, the number was not active, or some other error occurred.

Check attachments sent with emails

If you sent attachments in an email to a patient, you can view the file names and sizes of the attachments in your Message History.

A patient's email message history. Aan attachment is shown with a Download link.

Attachments are also displayed in the Email History of any invoice, clinical note or intake form. Hover your cursor over the email status to see a preview of the contents.

The cursor hovers over the status in the email history. The email and attachments are displayed.

Note

Attachments can only be viewed this way after the email is sent.

Updated 19 October 2023 01:45

View message history for patients

Note

Open your message history with a patient

Navigate your message history

Note

Message delivery status

Check attachments sent with emails

Note

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