Messages

1. Messages overview

Messages (the page title is Team Messaging) is secure chat for people in your organization. Use it to coordinate care, ask questions, and send announcements — without putting every conversation into a profile’s clinical record. Messages stay inside your company. You cannot message someone at another organization. Who can use Messages Messages is available on School, Therapeutic, and Residential plans (not Family / Family +MAR). If it is not on your plan, the Messages icon stays hidden and messaging pages are unavailable. Managers and Billing users - Message any active team member (managers, staff, guests) in the company - Message self-reporters when that profile has Send/Receive Messages on — either of you can start the DM - Create and manage channels (including announcement channels) - Search message text across the company - Open conversations they are not in as View only (read-only oversight) - Use Document to copy a chat message into a Daily Tracking note Staff and guests - Message people who share care for the same profiles (plus company managers/billing) - Message self-reporters they have access to, when Send/Receive Messages is on — either person can start the DM - Start and reply in direct messages - Join channels they are added to (and reply in regular channels) - Mute notifications on conversations they are in Self-reporters Self-reporters only see Messages when a manager turns on Send/Receive Messages on their profile. They and their care team can DM each other (either person can start). They can join a regular channel when they are the only self-reporter in it, and read announcement channels they belong to (many self-reporters allowed). See Messaging with self-reporters. Where to open Messages On the web 1. Sign in to BEHCA. 2. Click the Messages icon in the top navigation (speech-bubble style icon). An unread badge appears when you have unread chats. 3. The left side lists Channels and Direct Messages. The right side shows the selected conversation. On mobile When Messages is enabled for your organization (and for self-reporters, when their profile allows it), the mobile app shows Messages and syncs the same conversations. Push notifications can alert you to new messages and @mentions. Messages vs Daily Tracking notes | | Messages | Daily Tracking notes | |--|----------|----------------------| | Purpose | Team chat | Clinical / care documentation on a profile | | Saved on the profile record? | No (unless a manager uses Document) | Yes | | Who can see it | Conversation members (managers can also review) | People with access to that profile’s tracking | When you open Messages with no conversation selected, a notice on the page says chat is for team communication — to document care, add a note on Daily Tracking. Conversation types - Direct messages — one-to-one chats. See Starting a direct message. - Channels — named group chats with multiple members. See Creating and managing channels. - Announcement channels — one-way posts from the creator; members read only. See Announcement channels. Privacy and oversight A notice in Messages states that managers may review messages, including DMs. Managers and Billing users can search company message text and open threads as View only without joining them. Plan your communication accordingly — Messages is not a private off-the-record channel. Common questions - I don’t see Messages. — Confirm your plan includes messaging. Family plans do not include Messages. - Is chat the same as @mentions in Daily Tracking? — They use similar @ shortcuts, but they notify different people. In Messages, @here, @managers, and similar only notify people already in that channel. Daily Tracking mentions notify the care team / company roles for a profile note. See Mentions, search, and manager review. - Do messages leave my company? — No. Everything is company-scoped. Related articles - Starting a direct message - Creating and managing channels - Mentions, search, and manager review - Discussing notes and documenting messages

2. Starting a direct message

A direct message (DM) is a private thread between you and one other person in your organization. Use DMs for quick questions; use a channel when more than two people need to talk. Start a new message On the web 1. Open Messages. 2. Click the + next to Direct Messages, or click New message. 3. In To, type a name and pick someone from the list. 4. Optionally write a first message (Shift+Enter for a new line). 5. Click Send. You can message only people who appear in your roster — teammates you are allowed to contact under your role and profile access. If someone is missing, they may not share a profile with you, or (for self-reporters) Send/Receive Messages may be off on their profile. When messaging is on for a profile, you and that self-reporter can DM each other. Either of you can start. On mobile Open Messages, start a new conversation, pick one recipient from the roster, and send. The same company and access rules apply. Continuing a conversation Open an existing DM from the Direct Messages list. Unread chats show a marker in the list; the top-nav Messages icon can show an unread badge. If you previously archived a DM with the same person, starting a new message with them may reopen that thread rather than creating a second empty chat. Typing and read receipts In a DM on the web: - While the other person is composing, you may see … is typing… (requires a live connection). - When they have opened the chat and seen your messages, a Read label can appear under the furthest message of yours they’ve caught up to — like a simple read receipt. Channels don’t use that Read label. There’s no receipt under individual messages, and you can’t see who has or hasn’t seen a post. You only get an unread marker on the channel in the left list until you open it and catch up. Mute notifications On a conversation’s ⋯ menu, choose Mute notifications to stop new-message alerts for that DM. Choose Unmute notifications to restore them. What DMs are not for - Messages are not saved to a profile’s clinical record. To document care, use Daily Tracking — or ask a manager to use Document on a message. See Discussing notes and documenting messages. - You cannot @mention other people inside an existing DM composer (there is only one recipient). Mentions apply in channels. - Managers can still search and review DMs. See Mentions, search, and manager review. Common questions - Can I DM two people at once? — No. Start a channel for group chat. - Can I message someone at another company? — No. - Why can’t I pick a self-reporter? — Their profile needs Send/Receive Messages enabled. See Messaging with self-reporters. Related articles - Messages overview - Creating and managing channels - Announcement channels

3. Creating and managing channels

A channel is a named group conversation for more than two people — for example a house team, a shift handoff group, or a topic like medication questions. Only Managers and Billing users can create channels, rename them, and add or remove members. Staff and guests can participate once they are members. Create a channel 1. Open Messages. 2. Click the + next to Channels. 3. Enter a Name (for example team-standup). 4. Leave Announcement channel off unless you want a one-way broadcast. See Announcement channels. 5. Under Members, type names to add people from the roster. You can also type @ and choose a shortcut to add several people at once: - @here — everyone you are allowed to add - @managers / @staff / @guests — those roles from your roster - @group — members of a company group who are also on your roster 6. Click Create. Channels appear in the sidebar with a # before the name. Who you can add Only Managers and Billing users add members. They can add anyone eligible for Messages in the company — active team members and self-reporters who have messaging allowed. A regular (non-announcement) channel may include at most one self-reporter. To message many self-reporters at once, use an announcement channel. Staff and guests do not get a member list. They see the channel name, who posts, and names when they type @ — not a roster of everyone in the channel. Edit members or rename 1. Open the channel. 2. Open the conversation ⋯ menu and choose Edit. 3. Change the name and/or members, then save. The Members field accepts the same @ shortcuts as when you create a channel. You cannot remove the person who created the channel. Mute, archive, and leave behavior - Mute notifications — stops ordinary alerts for you on that channel; @mentions can still notify you. - Archive — available to the creator only. Archiving removes the conversation from everyone’s list after confirmation. Use this when the channel is finished, not for a temporary mute. Staff and guests do not get an Edit/Archive menu unless they created the conversation (archive is creator-only) or have mute available. Sending in a channel People in the channel can type a message and press Send. Use @ to mention someone (or a group) already in the channel. They get a mention alert right away — including if they muted the channel. See Mentions, search, and manager review. In an announcement channel, only the person who created it can post. Everyone else can read. See Announcement channels. Channel messages are still chat — not clinical documentation — unless a manager uses Document. Common questions - Can staff create channels? — No. Ask a Manager or Billing user. - Can I turn a regular channel into an announcement later? — No. Announcement is chosen only when the channel is created. - Why can’t I add a second self-reporter? — Regular channels allow only one. Use an announcement channel to reach many self-reporters (read-only for them). Related articles - Messages overview - Announcement channels - Messaging with self-reporters

4. Announcement channels

An announcement channel is a special channel for broadcasts. Only the person who created it can post. Everyone else — including other managers — can read and get notifications, but cannot reply. Use announcement channels for policy updates, schedule reminders, or messages to many self-reporters without opening a back-and-forth thread. Create an announcement channel 1. Open Messages. 2. Click + next to Channels. 3. Enter a Name. 4. Turn Announcement channel to Yes. The help text explains: members receive messages as read-only (no replies). 5. Add Members, then click Create. You can type names or use @ shortcuts (@here, @managers, @staff, @guests, @group) to add several people at once. Announcement channels show an Announcement badge and a bullhorn-style icon in the list. You cannot convert a regular channel into an announcement channel later — the setting is fixed at create time. Who can post Only the person who created the channel can send. Everyone else sees a banner: Announcement channel — only the creator can post. The composer is hidden. The channel does not show the creator’s name. Members can tell who can post from who is sending messages. Managers who open Edit see that person in Members without a remove button (hover: Channel creator). Only that person gets Archive. If the creator archives the channel, it disappears for everyone. Self-reporters Announcement channels may include many self-reporters as members. They can open the channel and read posts when their profile has Send/Receive Messages enabled, but they cannot reply. Regular channels still allow only one self-reporter at a time. Mute Members can Mute notifications on an announcement channel they belong to. @mentions from the creator can still notify muted members. Common questions - Can another manager post if I created the channel? — No. Only the creator can post. Create the channel under the account that should own broadcasting, or have that person create it. The thread does not label who that is. - Can members reply in a DM instead? — Yes. Announcement channels block replies in that thread only. A self-reporter and a team member can still DM each other separately — either person can start. - Is this the same as Super Admin product announcements? — No. Those are site-wide banners managed by BEHCA. Announcement channels live inside your company’s Messages. Related articles - Creating and managing channels - Messaging with self-reporters - Messages overview

5. Mentions, search, and manager review

This article covers notifying people with @mentions, finding conversations, and how managers review Messages — including chats they are not in. @mentions in channels In a channel composer, type @ and choose a person or a group shortcut. A mention notifies that person right away, even if they muted the channel. Other channel messages may wait about a minute, and can group into one “N new messages” alert. Group shortcuts only notify people who are already in that channel. They do not add anyone new. | Shortcut | Who is notified (in this channel) | |----------|-----------------------------------| | @here | Everyone in the channel | | @managers | Members who are Managers or Billing users | | @staff | Members with the Staff role | | @guests | Members with the Guest role | | @group | Members who belong to the company group you pick | If the shortcut would notify at least one other person, BEHCA asks you to confirm before sending (how many people will be notified). - Mentions are not available in the composer of an existing direct message (there is only one other person). - When you start a new DM, you pick the recipient in To (name search) — that is not the same as an in-thread @mention. - Chat mentions do not send email. Daily Tracking notes have similar @ shortcuts, but those notify the care team / company roles for a profile note, not a chat channel. In Messages, the same tags stay inside the channel. The same shortcuts appear when a Manager adds Members to a new or edited channel — there they add people as members, they do not send a message. See Creating and managing channels. Search and filter Everyone Use the search box above the conversation list to filter your Channels and Direct Messages by title or participant name. This only searches conversations you already belong to. Managers and Billing users Managers and Billing users can also search message text across the company (type at least two characters). Results can include conversations you are not a member of — those open as View only. Placeholder text on the web: Search chats and messages… for managers/billing, or Filter conversations… for others. Manager review (View only) Managers and Billing users may open any active company conversation — including DMs — without joining as a participant. When you open a thread this way: - A banner explains you are Viewing as manager — read only. - You cannot send, type, archive, or Document from that view. - Opening it does not mark messages read for the real participants. Search results for chats you are not in show View only next to the result. The sidebar still lists only conversations you participate in. View only comes from search or a direct link. A disclaimer in Messages reminds everyone: Managers may review messages, including DMs. Unread badges - Conversation list: unread marker on threads with new messages. - Top navigation: badge on the Messages icon for your total unread count. Muted conversations reduce ordinary notifications but still appear in your list; @mentions can still alert you. Common questions - Can staff search everyone’s DMs? — No. Only Managers and Billing users get company-wide message search and View only access. - Does View only add me to the chat? — No. - Why didn’t my @mention email anyone? — Chat mentions never send email; they use in-app / push only. Related articles - Messages overview - Starting a direct message - Creating and managing channels

6. Messaging with self-reporters

A self-reporter is someone who logs into BEHCA as the profile (the person receiving support) rather than as staff. Messaging with self-reporters is off by default. Managers turn it on per profile when appropriate. Your organization must already have Messages before this toggle does anything. Turn on messaging for a self-reporter 1. Open the person’s profile. 2. Open the Self-Reporting tab. 3. Find Send & Receive Messages. 4. Turn the switch on. It saves when you flip it. Help text in the app: Allow this person to message their care team in BEHCA. DMs are two-way: the self-reporter and their care team can message each other, and either person can start. On Manage Profiles, the Self-reporting column has a smile icon (self-reporting) and a comments icon (messaging). Grey means off; green means on. Both need to be green for the self-reporter to use chat. The comments icon only appears when Messages is available. When the messaging switch is off: - The self-reporter does not get Messages. - Staff cannot start new DMs with them and cannot send on existing threads (history may still be readable for staff). What self-reporters can do when enabled - Send and receive direct messages with their care team (staff, guests, and managers linked to that profile). Either person can start. - Join and use a regular channel when they are the only self-reporter in that channel. - Open announcement channels they were added to (read-only — they cannot post). Announcement channels may include many self-reporters. - Use the same conversations on the website and in the mobile app. What self-reporters cannot do - Message other self-reporting profiles. - Join a regular channel that already has another self-reporter. - Reply in announcement channels. - Use manager-only tools (Document, company-wide search, View only oversight). What the care team can do Staff, guests, and managers who have access to that profile can start or reply to a DM with the self-reporter. The self-reporter does not have to message them first. - A direct message or regular channel may include at most one self-reporter. - An announcement channel may include many self-reporters as read-only members — useful for organization-wide updates to people who self-report. Common questions - The self-reporter still doesn’t see Messages. — Confirm the organization has Messages enabled, the profile toggle is on, and they are signed in as that profile (self-reporting), not as a staff user. - Can a team member message a self-reporter first? — Yes. DMs are two-way. If they have access to that profile and Send/Receive Messages is on, either person can start. - Should clinical details go in Messages? — Prefer Daily Tracking notes for the care record. Chat is for coordination; managers can Document a message into a note when needed. Related articles - Messages overview - Announcement channels - Discussing notes and documenting messages - Getting started as a self-reporter

7. Discussing notes and documenting messages

Messages and Daily Tracking stay separate. Discuss takes a note into a DM. Document saves a chat message onto a profile. Discuss (note → Messages) This starts on Daily Tracking, not inside Messages. 1. Open Daily Tracking for a profile. 2. Find a saved note (general note or a comment on a data point). 3. Under the note, next to Edit / Delete, click Discuss (tooltip: Discuss in Messaging). 4. Messages opens a new DM. To is the note’s author, unless you wrote the note (you cannot DM yourself — pick someone else). The composer includes a profile · date/time chip that links to the note in the audit log. 5. Finish the message and send. If the note is not saved yet, BEHCA asks you to save it first. Who sees Discuss: staff, guests, and managers on Daily Tracking. Self-reporters do not. The audit log has no Discuss button. Document (Messages → note) Managers and Billing users can turn a chat message into a Daily Tracking general note: 1. Open a conversation you participate in (not a View only oversight thread). 2. On the message, click Document (Add to profile record). 3. Choose the Profile and Date. 4. The Note starts as the message text. Edit it or leave it. 5. Click Save to profile. The chat message stays in Messages. The new note becomes part of the profile’s Daily Tracking / audit history. Staff, guests, and self-reporters do not see Document. When to use which | Goal | Use | |------|-----| | Quick team question | Direct message or channel | | Care that must live on the profile | Daily Tracking note (or Document a chat message) | | Talk about an existing note | Discuss from that note | | One-way update to many people | Announcement channel | Common questions - Does Document remove the chat message? — No. It copies content into a note. - Can I Document while View only? — No. View only does not add you to the chat, and there is no Join button — even for managers. Ask a channel member (a manager uses Edit) to add you, or ask a manager who is already in the conversation to Document it. You cannot join a DM you are only viewing. - Does Discuss create a channel? — No. It opens a direct message. Related articles - Messages overview - Starting a direct message - Reading the audit log