Messages between office staff and care workers are sent using the two‑way Mail feature. This allows messages to be exchanged between the office system and the mobile app, using inbox and outbox message tracking.
A message may be delivered but not yet read, or appear unread until the recipient opens their mailbox. Messages are also grouped into conversation threads, which can affect unread message counts.
Business Manager application
Inbox: Messages from care workers
These are messages sent from the mobile app to office staff. A message only shows as Read once an office user opens it.
Checkbox | What it means |
Important | Selected when the care worker marks the message as important in the mobile app. |
Read | Selected when an office user opens the message. The system records who read it and when, shown in the bottom‑left of the message window as: 'Read by [Name] at [Date Time]'. |
Progress | Automatically selected when the message relates to a specific visit. This helps separate visit‑related messages from general messages. |
If a message isn’t marked as read, it means it hasn’t yet been opened in the inbox.
Outbox: Messages sent to care workers
These are messages sent from office staff to care workers. A message isn’t marked as delivered until it reaches the device and the care worker opens it.
Checkbox | What it means |
Delivered | Selected once the message has reached the mobile app and the care worker has opened it to view the content. |
Read | Selected when the care worker opens their mailbox in the mobile app, confirming the message has been seen. |
Important | Selected when office staff mark a message as important before sending it. |
A message may appear as sent but not delivered if the care worker hasn’t opened their mailbox yet.
Mobile care worker application
In the mobile app, message status is shown using colour rather than checkboxes.
🤓 Tip: For more information, check out our handy table.
Colour | Status |
Yellow | Unread message. |
White | Read message. |
Messages are displayed in grouped conversation threads. Due to this, the unread message count shown on screen may not match the number of individual messages within that thread. This is expected behaviour and doesn’t mean messages are missing.