Secure Messaging is currently in BETA. To request access, please email us at support@apptoto.com.
Apptoto’s Secure Messaging feature protects sensitive information by requiring clients to view messages through a secure link instead of receiving the content directly. This article explains what your clients experience when receiving and responding to secure messages.
What Clients See When They Receive a Secure Message
When you send a secure message via Apptoto, your client receives an email or SMS containing a brief notification and a link to view the message. The message typically looks like this:
SMS Secure Message
You’ve received a secure message from {{ Your Name and Company}}. Click here to view the conversation: {{ Secure Link }}
Email Secure Message
You’ve received a secure message from [Your Name and Company]. Click the link below to view the message securely. [Secure Link]
How Clients Click the Link and Access the Conversation
To view a secure message, your client must click the secure link provided to them via SMS or email.
If you’ve enabled PIN protection for Secure Messaging, the client will first see a screen prompting them to enter their PIN before accessing the message:
A web page will open where your client or patient can read the message you sent to them and respond directly.
Note: Entering the correct PIN will take your client/patient to the Secure Chat screen (shown above. Entering the wrong PIN will display an error message.
What Happens When the Link Expires
Secure message links expire 24 hours after being sent by default. This can be adjusted to 10 days, 6 months, or 1 year. If a client tries to access a message after the link expires, they’ll be notified. They’ll also be given the option to have a new Secure link sent to them.
How Client Responses Appear in Apptoto
When a client replies to a secure message, the response is added to the Inbox/Outbox. It will also appear in the Apptoto appointment and contact message history.
Depending on how you have configured your notification settings, you and/or your team members will be notified when clients/patients respond, and you can reply via notification email, text message, inbox/outbox, or Apptoto communicator app. Below is an example of what an email notification could look like if a client or patient responded to a secure message:
In the Inbox/Outbox, secure message responses will come through as part of the existing message thread you have with your client, but will show that the prior message from you was sent via a Secure link.
