How Clients/Patients View and Respond to Secure Messages

Overview

Apptoto’s Secure Messaging feature protects sensitive information by requiring clients to access messages through a secure link rather than receiving content directly in their inbox.

What clients receive

When you send a secure message, clients get a brief notification via SMS or email containing only a link to view the message.

SMS format: “You’ve received a secure message from [Your Name and Company]. Click here to view the conversation: [Secure Link]”

Example of secure message delivered to client or patient

Email format: Similar notification with clickable link to access the message securely.

Secure Message email sent via Apptoto

Accessing the message

Clients click the provided link to open a web page where they can read messages. If PIN protection is enabled, they must first enter their PIN before viewing the conversation.

Secure messaging page where client or patient must enter PIN to access their message.

Secure messaging client text example

Link expiration

Secure message links expire after a default period of 24 hours (adjustable to 10 days, 6 months, or 1 year). When expired, clients receive notification and can request a new link.

Client responses

When clients reply to secure messages, their responses appear in:

The Inbox/Outbox tab as part of the existing message thread
Appointment and contact message history
Team notifications (based on configured settings)

Email notification to provider after patient responds to message.

Client or patient response to secure message on Inbox/Outbox tab in Apptoto

Responses are integrated into standard message threads but indicate the original message was sent via a secure link.

For access requests, contact support@apptoto.com.