Why is my Assistant not receiving my patient's/client's messages?

The assistant account will only receive messages that they are cc'd on or are sent to directly. The Assistant will not have access to messages that are sent to and from patients unless they have been added to the email string.

As for workflow suggestions:

  • Have the provider cc assistant on an email they send.
  • Have the provider forward emails from patients that they want the Assistant to attend to.
  • Instruct patients to email the Assistant directly with certain types of questions (scheduling, payment, etc.)

That's it!! If you have any questions, please contact us.

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