Comms

Comms is short for Communications. From here, a CareHQ User can review all Email or SMS (text) messages which have been received from or sent directly to Care seekers (in relation to Care enquiries) or Contacts (in relation to Service users) via the system.

When a new message has been received, a circular blue indicator will show next to the Comms option on the main menu.

Comms includes:

  • Inbox
  • Sent
  • Send issues

Note

Although these Comms pages list messages which have been received or sent, you cannot write new messages (other than replies) from here. Instead, you can send a new message to a Care seeker via the Comms page for any Care enquiry or via the Contacts page for a Service user.

Inbox

The CareHQ Inbox for messages within Comms works in a very similar way to a normal email account inbox.

When there are one or more unread messages, the total number of unread messages will be displayed next to the Inbox link, under Comms.

Messages are listed on the Inbox page with the most recent at the top. For each message the following details are visible in the listing:

  • Subject: the subject line (of an Email)
  • Sender: the name of the Sender (Care seeker or Service user Contact)
  • Date/Time: the date/time when the message was received
  • Channel: whether the message is an Email or SMS (text message).

Navigating the Inbox

Up to 20 messages can be displayed on a single page, so if there are more than this the list will be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Search

The number of results (messages currently in the list) is displayed at the bottom of the Inbox list. The term results is used because the number isn’t always the total number of messages; the number of items in the list will vary depending on whether the Search or Filter options have been used.

A word or words can be entered into the Search field to display any messages which include that word or words.

If the search results aren’t satisfactory then it may be necessary to also update the Filter options, as search results are a combination of Search and Filter.

Filter options

Select the Filter button to open the related options, which can be used on their own or in combination with the Search field to narrow down search results as required.

The following filtering options are available:

  • From: The pop-up calendar can be used to set a received date before which no messages will be included
  • To: The pop-up calendar can be used to set a received date after which no messages will be included
  • Channels: Tick either or both Channel options to only show Email and/or SMS messages.

After setting the chosen Filter options, the Update button will perform a new search of the Inbox using the selected options.

The Clear button can be used to reset all Filter options to their default settings (which will show the standard Inbox list once again).

Reading a message

Select any message from the Inbox to open it and view in full.

If the message is an Email, the email address of the Sender will be displayed along with the Received on date/time and the message body.

If the message is an SMS (text message), the Mobile number of the Sender will be displayed along with the Received on date/time and the message body.

Select Mark as read to signify that you have read the message/any related matter has been dealt with, and it will be removed from the number of unread messages in the Inbox. The date and time that the message was marked as read will be recorded below the content.

If you change your mind later and want to highlight a message again, select it from the Inbox and then select the Mark as unread button.

The Change log shows a record of when changes to the message were made (such as Marking as read), and by which User.

Replying to a message

Having opened a message from your Inbox or Sent lists, a Reply to option is displayed along with the message details. Select this option to write a reply to the message.

Depending on the details recorded on CareHQ for the Sender (a Care seeker associated with a Care enquiry), you will have the option to reply by Email or Mobile (SMS – text message). If both options are available, select your preference.

If replying by Email, you can update the Subject if you wish, though it’s usually best to leave unchanged (“Re:” is added automatically) so that the recipient can recognise the response more easily.

Whether sending an Email, or an SMS text message (to a Mobile), enter your reply in the Content field.

We recommend keeping text messages to 160 or fewer characters, as this allows the Content to be sent as a single SMS. To help with this, a character counter appears below the field. If you need to write more than 160 characters, the maximum allowed altogether is 600 characters (sent as multiple SMS messages).

When sending an Email, select I want to attach literature to this message if you need to send a document or other item as well as your written Content. You will have the choice of any Literature items which have been uploaded to Literature for your service/Location within CareHQ. Tick any document you wish to attach to the message.

When you are happy with the Content of the message and have attached any Literature documents if required, select Send. Your message will be sent to the Contact recipient, and the message will be recorded in the Sent listing within Comms.

Sent

The Sent message listing within Comms displays all messages which have been sent via CareHQ, very similar to the sent messages folder in a normal email account.

Messages are listed on the Sent page with the most recent at the top. For each message the following details are visible in the listing:

  • Subject: the subject line (of an Email)
  • Recipient: the name of the Recipient
  • Date/Time: the date/time when the message was sent
  • Channel: whether the message was an Email or SMS (text message)
  • Status: whether the message was Sent, or if there was a problem sending

Navigating the Sent listing

Up to 20 messages can be displayed on a single page, so if there are more than this the list will be made up of multiple pages. In that case the number of pages will be displayed at the bottom of the list, along with Next and/or Prev buttons to allow you to move forwards or backwards by one page at a time.

When viewing a long list, to avoid having to select Next or Prev repeatedly, enter a page number into the Jump to field to go directly to your chosen page.

Search

At the bottom of the Sent list the number of results (messages currently in the list) is displayed. The term results is used because the number isn’t always the total number of messages; the number of items in the list will vary depending on whether the Search or Filter options have been used.

A word or words can be entered into the Search field to display any messages which include that word or words.

If the search results aren’t satisfactory then it may be necessary to also update the Filter options, as search results are a combination of Search and Filter.

Filter options

Select the Filter button to open the related options, which can be used on their own or in combination with the Search field to narrow down search results as required.

The following filtering options are available:

  • From: The pop-up calendar can be used to set a sent date before which no messages will be included
  • To: The pop-up calendar can be used to set a sent date after which no messages will be included
  • Channels: Tick either or both Channel options to only show Email and/or SMS messages

After setting the chosen Filter options, the Update button will perform a new search of the Sent listing using the selected options.

The Clear button can be used to reset all Filter options to their default settings (which will show the standard Sent list once again).

Reading a message

Select any message from the Sent list to open it and view in full.

If the message is an Email, the email address of the Recipient will be displayed along with the Sent on date/time (which also states which User sent) and the message body.

An Email may also show a document which was attached to the message, below the message body. Select the attachment name to view more information about the document within Literature.

If the message is an SMS (text message), the Mobile number of the Recipient will be displayed along with the Sent on date/time (which also states which User sent) and the message body.

The Change log shows a record of when changes to the message were made, and by which User.

Select the Reply to button if you wish to send a further message to the same recipient. See Replying to a message for more details.

Resending a message

You can easily resend any message, should the need arise for any reason.

From the Sent or Send issues listing within Comms, select the message you wish to resend, then select the Resend button.

The Resend message form will open, which is very similar to when sending or replying to a message, except that the original content will be automatically filled in again.

Simply select Email or Mobile to decide how to send the message, then check/update the Subject/Content as necessary, select to attach any items again, and then Send.

Note

If the message was originally sent as an Email, you can choose to resend as an Email or Mobile (SMS) message, but if changing to send by Mobile then the Content will need to be rewritten because SMS messages can only hold limited content. If the message was originally sent via Mobile then it can only be resent as a Mobile message. In this case, the Content will be automatically filled in for you.

Send issues

Under Comms, the Send issues page lists any messages which did not reach the intended recipient due to an issue of some kind, after they were sent.

This may include Emails sent to addresses which didn’t exist (the address recorded for a Care seeker as part of a Care enquiry may have been provided or typed incorrectly), and so the Email would have ‘bounced’, for example.

SMS messages may have a sending issue if the Mobile number for a Care seeker had been recorded incorrectly as part of a Care enquiry.

There may also be other, more technical reasons why a message had a sending issue.

If the problem appears to have resulted from the Email address or Mobile number being incorrect, try to contact the appropriate Care seeker by other means to check what the address or number should be. The related Care enquiry can then be Updated to save the correct details, and messages resent if necessary.

To resend a message, select the message you wish to resend from the Send issues list, then select the Resend button. See Resending a message for more details.