Jane's Guide

Here's all the help you need to use Jane.


Messaging FAQ

  1. Messaging
  2. Messaging FAQ

    3. 8 min read

How do I get notified when I have a new message?

There are two ways to get notified. 🔔

The first way is optional. You can receive an email notification if you receive a new message while you’re logged out of Jane.

You can change this setting by editing your staff profile, selecting Settings under your name, and selecting the Send Email Notifications for New Messages checkbox in the Notification Preferences section. Make sure to save your changes.

📣Jane tip: If you’re currently logged in to Jane, you won’t receive an email notification for a new message.

The second way is a red notification with the number of new messages on the Messaging button near the top right-hand side of your Jane account. This will stay there until you read all of your unread messages.

Can patients start a conversation with me?

No, patients can’t initiate messages. They can only reply to messages you’ve sent.

How do I delete a message?

Practitioners and patients can delete a message they sent up to 5 minutes after sending it.

First, hover over the message you want to delete, click the three dots next to it and select Delete. A confirmation modal will pop up to confirm your choice.

Once a message has been deleted, it is gone permanently and cannot be brought back. Both the practitioner and patient in the conversation will see that a message has been deleted.

How secure is messaging?

Security was a top priority for our team as we built this feature. Messaging in Jane is fully HIPAA, PIPEDA, and GDPR-compliant, meaning your conversations stay private and protected. Only the users in a conversation can access the messages (and, in the future, Account Owners will be able to export a log of all clinic messages). Everything is securely stored within Jane, protected by password authentication.

Can I start a group message with multiple patients?

At the moment, Jane’s Messaging feature only supports one-on-one conversations.

Who can see my messages?

Only you and the patient you are messaging with have access to your messages — so they are not viewable by other practitioners at your clinic. Down the road, Account Owners will have the ability to export a log of any messages that have been sent or received by anyone at the clinic, but this feature isn’t available quite yet.

What happens if I send a message to someone who works at the clinic but also has a patient profile?

Great question! In Jane, staff members who also have a patient profile will receive messages only in their patient My Account area, not on the administrative side. So, if you send a message to a staff member through their patient profile, it’s just like messaging any other patient — it won’t show up in the admin view.

Can I send a message to another staff member using the Messaging feature?

If you’re looking to chat with a teammate about clinic-related things, it’s best to do that outside of Messaging, since Messaging is currently designed for patient communication only.

Can I send file attachments?

Yes, both patients and staff can attach files to their messages.

Does the patient app have secure messaging?

Yes, it does! Patients can view and reply to messages from their practitioner in-app.

My patients aren’t receiving messages through Jane. How can I fix this?

If a patient has Do not Email turned on within their Patient Profile, they will not receive in-app messages. Another possibility is if the patient has a duplicate profile and the patient is logged into the wrong profile.

Can I send messages to a Contact Profile?

Yes, you can send messages to Contact profiles using the same workflow as messaging patient profiles. You’ll want to head over to the contact’s profile and click Send Message in the upper-right corner to start a conversation.

An image of the navigational steps to view and find the send message button

Can I export my messages?

Yes, our support team can help with this. The Account Owner can email our support team from the email address listed on their staff profile and request to export a staff member’s messages. Our support team will send the Account Owner the message data, which they can pass along to the staff member.

What happens to a message thread when a patient profile is merged?

When two patient profiles are merged, all message threads from the primary profile stay exactly as they are, so no changes there.

Any message threads from the non-primary profile are archived. These archived threads are still visible to the practitioner, but the patient won’t be able to access them.

If you need to share something from an archived thread, you can take a screenshot or copy and paste the text into a new thread with the patient’s current profile.

If the profiles are un-merged later on, then the non-primary profile’s message threads are unarchived and return to their original state.

That way, no information is lost and you’re still in control of what’s shared.

What happens to a message thread when a practitioner leaves the clinic?

When a practitioner leaves a clinic, their profile is marked as inactive. At that point, their message threads are archived.

Patients will still be able to view past messages, but they won’t be able to send new ones. These threads become read-only on the patient’s side.

Practitioner message threads are not visible to other staff members at the clinic, but can be exported.

Need a Hand?

If you have any questions or need a little extra support, reach out to us — we’re always happy to help.