This article relates to contact histories with patients. For contact histories with professional contacts and organisations, see this article: View message history for professional contacts and organisations
Contact history stores and displays your complete communication history with a patient, including all SMS messages shown in a threaded view similar to an SMS phone conversation. It also includes a record of all emails you’ve sent to the patient, along with any attachments, as well as a log of phone calls, so you can easily review past conversations in one place.
A patient's message history includes:
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Custom messages (or one-off messages) you send.
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Phone calls (if applicable)
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Images: Contact history for email (left), SMS (middle), and phone calls (right). Click images to zoom in.
Learn how to use and navigate your contact history:
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You can switch between email, SMS, admin notes, or phone calls by clicking the tabs at the top.
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There are search and filter options to refine the displayed results.
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Each message or call type is indicated by a label.
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The messages that relate to appointments have a
calendar icon, which you can click to view the appointment, while calls that relate to appointments have a View Note link.
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Messages that are successfully sent appear in blue and have a
check icon.
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Outbound messages that failed to send appear in red and have an
alert icon.
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To print the entire message or call history, click the
printer icon in the top right.
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To print a specific email, click the plus icon to expand it, then click the
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Tick the Include all contacts checkbox to include messages the patient received as another patient’s emergency contact.
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Toggle the Scheduled switch to show only scheduled one-off emails.
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The Summarise with AI button summarises transcriptions from admin calls.
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.
Refer to the table below for details of delivery statuses.
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Status |
Description |
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Cancelled |
The message was manually cancelled. |
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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 variety of reasons, usually when the recipient's server was temporarily busy at the time the message was sent. |
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Delivered |
Our email server/SMS provider received confirmation that the email/SMS was successfully delivered to the recipient's email server/mobile number. |
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Failed |
The recipient's mobile number was invalid. |
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Opened |
Our mail server has received confirmation that the recipient has opened the email. |
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Pending |
The message is scheduled to be sent. |
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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. |
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Received |
You have received an SMS response from a patient. Applies only applies to inbound SMS. |
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Rejected |
The message was not delivered due to the patient's mail settings. |
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Scheduled |
The message is scheduled to be sent. |
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Sent |
The SMS has been successfully sent to our SMS provider, or the email was successfully sent. |
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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. |
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.
Attachments are also displayed in the Email History of any invoice, clinical note or patient form. Hover your cursor over the email status to see a preview of the contents.
Note
Attachments can only be viewed this way after the email is sent.
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