Messages and visits

Secure messages and video visits

Message and meet inside the case, with interpreter support, a neutral waiting room and backup coverage.

Secure threads inside the case with interpreter support

Keep two-way text and chat in one thread per case. Survivors and authorized partners share that thread.

  1. Open the case thread

    Open the thread from the case folder. Read the last messages, then write a reply. Attach a form or file only inside the thread.

  2. Check coverage at the top

    Read the assigned advocate and backup coverage shown on the thread. Reassign the thread to backup coverage when the assigned advocate is away. Earlier messages stay visible.

  3. Add language support

    Choose the language for the thread and request interpretation for a call or visit. Save the request before you send the next message.

  4. Add partners only after a consent check

    Open a conference thread only after consent is checked for that agency, scope and date. Add authorized partners to the group thread and message the group.

  5. Answer from the message queue

    Open the work queue, pick a waiting message, open the linked thread and reply. Mark the thread waiting on survivor or waiting on staff when you send.

  • Notifications say only that a message is waiting. No survivor detail appears in email, push previews, page titles or audit entries.
  • A partner joins a thread only for the referrals and dates their consent covers.
Illustration of a secure message thread with a neutral notification

Send a safe link to a survivor

Video visits by one-time link with check-in and waiting room

Join from the browser with no download and no full account. Check in, choose language and wait to be admitted.

  1. Book the visit

    Open the calendar, pick the case and advocate, set the time and visit type, assign backup coverage and save. Read the conflict warning before you confirm a double-booking.

  2. Send the one-time link

    Create a single-purpose visit link with an expiry time. Send it through the survivor-chosen channel only. Reminders carry no name, service type or location detail.

  3. Check in before joining

    Open the link, confirm it is safe to connect, choose language and audio or video, then wait in the neutral waiting room. Join from the browser when staff admit you.

  4. Close the visit

    Mark the visit attended, missed or cancelled. Create the follow-up, record the outcome without recording the session and save the note separately.

  • Video and phone sessions are never recorded and recording controls stay off. The visit screen states this.
  • Only the creator or a covering advocate with edit rights can change a visit.
Illustration of a video visit check-in on a phone

Join a video visit

Backup coverage and neutral reminders

Route work to a named backup when the primary advocate is unavailable, and keep reminders neutral.

  1. Set backup coverage

    Open coverage rules, name the backup staff or team for the program and set the timeout in minutes. Turn the rule on and save.

  2. View unassigned work

    Open the work queue as on-call staff. Filter for unassigned requests and overdue follow-ups, then assign or reroute the item.

  3. Set neutral reminders

    Choose the survivor-chosen channel and safe times. Preview the neutral wording, turn previews on or off and save the preference.

See a thread and a visit in a demo

Walk through a message, a check-in and backup coverage with sample records.

Request a demo