The Messages page is where patients communicate with their doctor and your support team. Access via Messages in the left sidebar.
The page has a conversation list (left, grouped by treatment type with order ID, latest preview, unread dot) and the active conversation (right), which shows the visit name/ID, a "Doctor + Support (staff thread)" label, message history, a message-type selector (Doctor or Support), and a send field.
Message Recipients
Recipient | Use For |
Doctor | Clinical questions — dosing, side effects, symptoms, treatment concerns |
Support | Administrative questions — orders, billing, account, general questions |
Doctor's First Message
When a visit is submitted, the provider sends an automated intro (e.g., "Hi [name], thank you for scheduling your consultation regarding [treatment]… you will receive a message from the doctor within 24 hours…"), sent by the Beluga Health provider network.
What Operators Should Know
Each conversation is tied to a specific visit ID, not just a treatment — a patient with multiple visits has a separate thread per visit. Doctor messages go to the Beluga provider network; Support messages come to your team (monitor under Messages in the admin portal). If a patient can't find a doctor's message, they may be in the wrong thread. Doctor response time is 24–48 hours; escalate to your Account Manager if there's no response beyond 48 hours.