Secure patient and member messaging with audit trails
Chatwoot gives care teams, clinics, and payers secure messaging, clear routing, and multilingual support. It is SOC 2 Type II certified and GDPR compliant, and you can self-host on infrastructure you control when data residency rules require it.
- Access controls and full conversation history for PHI-sensitive workflows
- Role-based access for clinical, billing, and front-desk teams
- Multilingual replies and Captain drafts for faster handoffs
Key outcomes
Shorter response times
Triage appointments, refills, and eligibility questions without phone hold queues.
Cleaner handoffs
Captain drafts and private notes keep clinicians, billing, and front desk aligned.
Better patient experience
Offer WhatsApp, SMS, and chat with templates for consent, reminders, and instructions.
Reduced no-shows
Send appointment reminders and prep checklists as scheduled WhatsApp or SMS campaigns.
Powered by core features
The features that make secure healthcare messaging possible.
Intake form received
MRN 4821 · DOB verified · Visit type: Follow-up
Rule matched: "appointment"
Language: Spanish · Consent: active
Escalated to Care Team A
Full context attached · SLA: 10min response
Capture intake details quickly and route to the right queue
Pre-chat forms collect MRN, DOB, and visit type before the conversation begins. Automation rules match the message content and the contact's language, assign the right care team with consent and context attached, and Captain drafts the reply for that team to review.
- Pre-chat forms for MRN, DOB, and visit type
- Rules match words like "appointment", "billing", "refill"
- Escalate to care team with full context
Keep providers, nurses, and patients on the same page
Shared inboxes with roles and permissions let clinical, billing, and front-desk teams collaborate on the same thread. Private notes keep clinical instructions separate from patient-facing messages.
- Shared inbox with roles and permissions
- Private notes for clinical instructions
- Copilot translates replies for multilingual families
I still have pain after the procedure. Should I come in?
WhatsApp · 9:32 AM
Pain expected per Dr. Chen's post-op notes. Advise ice and ibuprofen. Flag if fever reported. @dr.chen FYI.
Hi Maria, some discomfort is normal after your procedure. Please apply ice and take ibuprofen as directed. If you develop a fever, call us immediately.
Nurse Patel · 9:41 AM
Healthcare workflows
Concrete plays your care teams can use immediately.
Front desk triage
Capture intake details quickly and route to the right queue.
- Pre-chat forms for MRN, DOB, and visit type
- Rules match words like "appointment", "billing", "refill"
- Escalate to care team with full context
Care coordination
Keep providers, nurses, and patients on the same page.
- Shared inbox with roles and permissions
- Private notes for clinical instructions
- Copilot translates replies for multilingual families
Billing and eligibility
Resolve coverage and payment questions without back-and-forth.
- Macros for common EOB and copay answers
- Attach statements securely
- Notify billing supervisors on escalations
Follow-up and adherence
Proactively check in after visits or discharges.
- Follow-up campaigns on WhatsApp or SMS
- Link to care plans and education content
- Use labels and CSAT to flag at-risk patients
Platform
Privacy, deployment, and integrations that healthcare teams need.
Privacy by design
Access controls and audit logs keep PHI handling strict.
Deployment choice
Run self-hosted for compliance needs or use the managed cloud for speed.
Integrations
Connect EHR, scheduling, and billing systems through the REST API, outbound webhooks, and Dashboard Apps.
Common questions
Practical answers healthcare teams ask before rolling this out.
Is Chatwoot HIPAA-ready?
Not yet. HIPAA readiness is something we are actively working on. Today Chatwoot is SOC 2 Type II certified and GDPR compliant with a DPA available, and it provides audit trails, access controls, and self-hosting, so many healthcare teams run it on infrastructure they control. Talk to us about your compliance requirements.
Can we separate clinical and billing access?
Yes. Use custom permission sets and per-inbox membership so each team sees only its own inboxes, and keep clinical instructions in private notes. Roles and permissions are on the Enterprise plan on cloud, or Premium Support and above when self-hosted.
Does Chatwoot support multilingual care?
Yes. Captain Copilot helps agents translate and improve replies, you can keep canned responses per language, and automation rules can route on the contact's browser language. The help center supports multilingual articles.
How do we handle consents and PHI?
Capture consent in pre-chat forms, restrict access with roles and per-inbox membership, and review assignments, labels, and status changes in the conversation itself. Audit logs record user activity, sign-in and security events, and configuration changes with IP address and timestamp, and are available on the Enterprise plan.
Can we automate reminders and follow-ups?
Yes. Send visit prep, refill reminders, or lab-result nudges as scheduled WhatsApp template or SMS campaigns, or have your own scheduling system trigger them through the Chatwoot API, with business hours and escalation rules applied. WhatsApp and SMS campaigns, teams, SLA policies, and automation rules are on the Business and Enterprise plans.
Do you integrate with EHR or patient portals?
There is no packaged EHR or patient portal integration, so you connect your own. Use the REST API, outbound webhooks, and Dashboard Apps to bring appointment, MRN, and status data into the conversation, and Captain can call those tools to look details up while drafting. Limit who can see the data with roles and per-inbox membership.
Related resources
See how Chatwoot works for healthcare
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