Organization Member Collaboration in Chat
Lets a permission-gated team member view and reply to any chat conversation across the organization, not just their own, useful for support staff helping manage a provider's client communications. Messages sent this way are clearly labeled as being sent by that team member on behalf of the conversation's actual owner. Joining a conversation directly as a participant still requires the conversation's owner to add that team member themselves.
Built by Core Engineering
The problem it solves
Support staff often need to help manage client communications on behalf of a provider, but without a permission-gated way to access another team member's conversations, that collaboration either doesn't happen or happens outside of Healthie. This solves that by letting authorized team members reply within any conversation in the organization, with full transparency to the client about who actually responded.
What's included
- Organization-wide chat visibility for permission-gated team members
- Reply-on-behalf-of functionality with clear "[Team Member] On behalf of [Owner]" labeling
- Confirmation screen before sending a message on another member's behalf
- Separate requirement for full conversation participation, controlled by the conversation owner
- Admin-managed permission toggle per team member
How it works
An account admin enables Organization Chat access for a team member from their permissions page, along with any other permissions that access depends on. Once enabled, that team member can switch their Chat page view from "You" to "Organization" to see every conversation created by any org member, and can reply directly within any of them; a confirmation screen appears before the message sends. Messages sent this way are labeled "[Team Member Name] On behalf of [Chat Owner Name]" so the client has full transparency about who's responding. To actually join a conversation as a participant, rather than just reply on someone else's behalf, the conversation's owner needs to add that team member directly.
Organization Member Collaboration in Chat lets a team member with the right permissions view and respond to any chat conversation across the organization, not just conversations they personally participate in. It's built for practices where support staff need to help manage a provider's client communications, such as answering routine questions on their behalf. A team member responding to someone else's conversation does so by switching their Chat view from "You" to "Organization," and any message sent this way is clearly labeled as coming from that team member on behalf of the conversation's owner, so the client always knows who actually responded.