To send a message or request to multiple clients at once, refer to our Customer Portal: Mass Sending article.
Overview
Providers can use the Customer Portal to contact clients by sending a message to the client. This is a helpful tool for communicating updates, service needs, referral status, etc.
Send a Message to the Client
To send a new message to a single client, navigate to the client’s Clarity profile and click SEND MESSAGE under the client’s photo.
The CREATE A MESSAGE pop-up appears. Type your message, using the formatting tools as needed, then click SEND MESSAGE.
A copy of the message will appear with a PORTAL label in the Read Messages section of your Clarity Inbox.
Click the “Read” icon to view the message.
To respond to the message, type your response in the text field, then click SEND RESPONSE.
Note: All messages will have the same formatting options as articles/resources in the Resource Directory.
These formatting options include:
- Source
- Bold
- Italics
- Underline
- Format
- Numbered list
- Bulleted list
- Image (ability to insert an image and the client sees the image in the message)
- Table (ability to insert a table and the client sees the table in the message)
- Link
- When the client views the message in the Customer Portal, if there is a link, they can click on it and be directed to a new tab to the site contained in the link.
Turning Off Contact from Clients
If you do not want to receive messages from clients through the Customer Portal, navigate to the MY INFO page in your Account Settings and turn off the Allow Client Initiated Contact setting.
Note: When this setting is enabled, any client for whom you are assigned as a Care Team member will be able to send you a message.
Client Experience
After creating a Customer Portal account, clients can log in to portal.clarityhs.com to view and update components of their records. The Message Center provides a secure communication channel between clients and care team members.
The client can click on a message in the Message Center to review the message, reply to the message, or delete the message.
Clients can also send a new message to users who are assigned as members of their Care Team. In their Message Center, they will click New Message.
The COMPOSE NEW MESSAGE pop-up appears. The client can select a member of their Care Team as a recipient, type a message, and then click Send.
Published: 07/29/2025