The Messaging window in your provider portal allows you to securely communicate with patients before and after their appointments. It’s accessible from anywhere within the portal—just click Messages in the lower-right corner of your screen to open or respond to chats.
For subscription programs, messaging can also be used for asynchronous check-ins prior to prescription refills, allowing quick, secure communication without requiring a video follow-up. This helps streamline ongoing care while maintaining continuity for long-term patients.
How Messaging Works
Messaging becomes available as soon as a patient books an appointment.
A chat thread automatically opens for any pre-visit communication (e.g., clarifying questions, intake details).
Once the visit is complete, the message thread remains open for 14 days to support brief follow-up exchanges. In most cases, patients only utilize this for a day or so after the visit, in case any questions or issues arise related to a prescription.
If a visit is canceled, the patient immediately loses access to messaging.
For subscription programs, messaging stays open for the entire duration of the active subscription. At the provider’s discretion, it may be used for asynchronous check-ins prior to refills in lieu of a video follow-up.
Patients are reminded within the chat interface that messaging is not for emergencies and are directed to call 911 for urgent medical needs.
Viewing and Managing Messages
When the Messages window is open, any unread patient messages are clearly marked with a red dot and automatically appear at the top of your message list. This makes it easy to identify which patients are awaiting a response.
To open a specific patient’s message thread, you can also go directly to the patient’s chart and click the speech bubble icon in the upper-right corner. This opens messaging directly to that patient’s thread—no scrolling or searching required.
Notifications
Both patients and providers receive email notifications when a new message is sent or received.
If you've opted into SMS notifications, you’ll also receive a text alert.
Provider Messaging Expectations
All patient messages must receive a response within 24 hours.
If you know you will be unavailable for several days, you can set your Away Status:
Open the Messages window.
Click the three-dot menu at the top.
Toggle on Set Away Status.
When activated, patients are notified that you are currently unavailable and may experience a delayed response.
Away Status does not affect your booking availability.
If a patient messages about unrelated issues or new medical concerns, kindly direct them to book a new appointment through Sesame.
Security
All Sesame messages are encrypted at rest and in transit. Each user’s messages are stored with a unique encryption key, and data travels over HTTPS, preventing interception during transmission.
In short, messaging on Sesame is secure and HIPAA-compliant.