You can only chat with patients if you have actively entered a case by taking ownership for it.

Pick up a new case

If you select a case from the list “New cases” in the “Waiting room”, you will be asked if you want to take ownership of the case. If you select yes, the case will move from the waiting room to the “My cases” list.

You have now become the owner of the case. The patient gets an automatic message in the chat, that you are participating in their case. You can now start interacting with the patient.

Take over a case from someone else

In the list “Cases needing new owner” in the “Waiting room”, you will see cases that are handed over to your profession or to you personally.

If you select a case from this list, you will get asked to take ownership of the case. The previous owner will remain as a consultant in the case.

The patient gets an automatic message in the chat, that you are participating in their case. You can now start interacting with the patient.

Learn about changing owner or setting yourself to owner of a case.