> ## Documentation Index
> Fetch the complete documentation index at: https://docs.veridianhp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Messaging

> Secure internal messaging between the care team and inmates — rules, visibility, and workflow.

# Messaging

Veridian Motion includes **secure internal messaging** between the care team
(staff) and inmates. Messaging supports follow-up after assessment — especially
when a PT sets status to **needs\_followup** — without opening external SMS,
email, or web links.

<Warning>
  Messaging is **monitored** and **append-only**. It is part of the medical
  record. Do not use it for off-record clinical communication.
</Warning>

## Design rules

| Rule                   | Detail                                                                        |
| ---------------------- | ----------------------------------------------------------------------------- |
| **Internal only**      | No SMS, email to inmates, or external URLs                                    |
| **Append-only**        | Messages cannot be edited or deleted after send                               |
| **Monitored**          | UI displays that messages are monitored / part of the medical record          |
| **No external egress** | Server blocks outbound delivery outside the app                               |
| **RLS-scoped**         | Inmates see only their own threads; staff see threads per role and assignment |

## Who can message

| Role                 | Typical messaging access                                                           |
| -------------------- | ---------------------------------------------------------------------------------- |
| **pt**               | Message assigned patients regarding their assessments and follow-up                |
| **admin**            | Operational messaging per policy; not a substitute for PT clinical review          |
| **officer / warden** | Generally **no** clinical messaging unless explicitly granted by deployment policy |
| **Inmate**           | Reply within threads on their own record from the kiosk                            |

Exact officer/warden access follows least-privilege defaults. See
[Role permissions](/veridian-motion/role-permissions).

## Where messaging lives

**Staff** — open messaging from the **patient record** or **assessment review**
screen in the provider dashboard (`/dashboard`). Threads are tied to the
patient's care record.

**Inmate** — access messaging from the kiosk after sign-in, alongside **My
plan / progress**. Inmates cannot start arbitrary conversations with staff
outside the product's workflow rules; they respond within active care threads.

## Typical workflow

<Steps>
  <Step title="PT sets needs_followup">
    After review, the PT marks **needs\_followup** when additional information
    or clarification is needed before releasing or updating a plan.
  </Step>

  <Step title="Staff sends a message">
    The PT (or authorized staff) sends a plain-language question or instruction
    in the secure thread. The inmate sees the **monitored / medical record**
    notice.
  </Step>

  <Step title="Inmate responds on kiosk">
    The inmate reads and replies during a supervised kiosk session. Replies are
    append-only.
  </Step>

  <Step title="PT completes follow-up">
    The PT reviews new messages, updates the assessment or plan if needed, and
    marks **reviewed** when ready to release content to the inmate.
  </Step>
</Steps>

## What messaging is not

* **Not live chat support** — asynchronous only; no guaranteed response time SLA in MVP
* **Not video or phone** — no live video consults in the current release
* **Not external email** — PDF export to allowlisted addresses is a separate,
  staff-only tool for records handoff
* **Not private or ephemeral** — all messages are retained per agency retention policy

## Custody considerations

Custody staff should **supervise** inmate messaging sessions the same as intake.
Inmates should not expect confidential communications outside the monitored
record. Facility policy governs whether messaging occurs during medical escort
blocks or scheduled kiosk time.

## Audit

Every message send is recorded in the **append-only audit log** (action type
and resource ID — not message body in audit payload). See
[Data model & privacy](/veridian-motion/data-model-privacy).

## What's next

<CardGroup cols={2}>
  <Card title="Status and workflow" icon="diagram-project" href="/veridian-motion/status-and-workflow">
    needs\_followup and review transitions.
  </Card>

  <Card title="Provider dashboard" icon="user-doctor" href="/veridian-motion/provider-dashboard">
    Review tools and PDF export.
  </Card>

  <Card title="Inmate kiosk flow" icon="tablet-screen" href="/veridian-motion/inmate-kiosk-flow">
    Kiosk session and supervision.
  </Card>
</CardGroup>