By default, only practitioners can start secure message conversations in Jane. Patients can reply to any secure message a practitioner sends them, but can't initiate a new conversation on their own unless you allow them to start conversations. Once this setting is enabled, patients can start conversations with any practitioner they've had an arrived appointment with, directly from their My Account patient portal or the Jane mobile app.
📣 Heads up: This is a clinic-wide setting and cannot be enabled or disabled for individual patients. To restrict a specific patient from sending secure messages entirely, see our guide on How to Disable Secure Messaging for a Patient.
- Go to Settings > Messaging.
- In the Preferences section, click the Allow Patients to Start Conversations toggle.
What to Expect
Once patients are allowed to start conversations, they'll see the option to message practitioners they've had an arrived appointment with. Patients who have the Jane mobile app can also initiate secure messages in-app.
Important Notes
- Patients can only start conversations with practitioners they've had an arrived appointment with.