NextGen Knowledge Center

Reply to Messages

Before you begin

Ensure that you have turned on Allow API Access for all users in NextGen Healthcare System Administrator.

An online profile works similar to an email distribution list. If an online profile is used, everyone listed in the online profile receives the responses. Patients can only respond to an online profile. They cannot initiate a message. For more information about creating online profiles, go to NextGen Healthcare Success Community and download the Configuration Guide for NextGen® PxP Portal .

  1. Optional: To accept and reply immediately, right-click the message to select Accept with Actions, and then select Accept and Reply.
  2. Double-click in a previously accepted message that is in the Inbox under Communications.
    The Patient Portal Message window opens.
  3. Do one of the following:
    If you want toDo this
    Respond to the sender onlySelect Reply.

    The To field fills in with the sender's name.

    Respond to the patientSelect the arrow next to Reply, and then select To Patient.
    Reply to everyone included in the messageSelect the arrow next to Reply, and then select To All.
    You can also send replies from the Outbox to the delivered messages.
  4. Do one of the following:
    If you want toDo this
    Ensure that all users in the routing policy continue to receive the responseSelect any reply option.

    If the alias is configured for the routing policy, the From field automatically fills in with that alias.

    If no alias is configured, your name appears in the From field. If you reply with your name, the users in the original routing policy do not receive the subsequent responses from the patient. For more information about configuring an alias for a routing policy, go to NextGen Healthcare Success Community and download the latest version of NextGen PxP Portal Integration Tool User Guide for NextGen® PxP Portal .

    Identify yourself as the senderSelect the arrow next to From, and then select your name.

    The routing policy users do not receive subsequent responses.

    Use an online profile to send the responseSelect the arrow next to From, and then select an online profile.
  5. In the message body, enter your response or add a standard response.
  6. Optional: Include attachments or set up the message properties.
  7. Do one of the following:
    • To send and add the response to a new locked encounter, select Send & Chart.
    • To send and add the response to a new unlocked encounter, select the arrow next to Send & Chart, and then select Add to New Encounter (Unlocked).
    • To send and add the response to the original unlocked encounter, select the arrow next to Send & Chart, and then select Add to Original Unlocked Encounter.
    • To send and add the response to a recent encounter, select the arrow next to Send & Chart, and then select Add To <Encounter Date and Time>.
    • To send the message without adding it to the chart, select the arrow next to Send & Chart, and then select Do Not Add to Chart.
You can access sent items from the Outbox folder.
See also
Configuring the Message Properties
Specifying a Sender When Sending or Replying to Messages
Reply to Messages