Overview
Secure Messaging gives HIPAA-enabled businesses a secure way to communicate sensitive client information directly through Boulevard.
Your team can send secure text, images, and PDF files while continuing to use Standard SMS for everyday client communication. Both options live within the Boulevard Inbox, helping you manage sensitive or clinical conversations alongside booking-related and everyday client communication in one place.
Secure Messaging is automatically available to HIPAA-enabled businesses. There is no additional business setting to turn on or configure, and there is no separate charge for the feature outside of Boulevard's existing messaging structure.
Note: Secure Messaging is designed for one-to-one communication between staff or providers and individual clients. It is not available for automated messages, appointment reminders, marketing messages, or group conversations.
Standard SMS vs. Secure Messaging
Boulevard gives your team two ways to communicate with clients from the same Inbox:
Standard SMS is available for everyday client communication, such as booking-related conversations.
Secure Messaging gives your team a secure way to communicate sensitive client information, including treatment photos, clinical files, follow-up questions, or results.
Your team can choose the appropriate messaging type based on what they're sharing, without moving the conversation to another tool.
Sending a Secure Message
To start a new Secure Message:
Open Messages in the Boulevard Dashboard.
Start a new conversation or open the conversation for the client you want to message.
Select Secure as the messaging type.
Write your message and add an image or PDF if needed.
Send your message.
When you're already in a client conversation, you can switch between Standard and Secure using the options at the top of the message thread. A lock icon identifies the Secure Messaging experience so you can easily see which messaging type you're using before sending.
Secure Messaging is also available in the Boulevard Professional app.
[VISUAL: Add a screenshot of an active conversation showing the Standard and Secure options at the top, the lock icon, and the Secure message composer. This is the most useful visual for showing how staff move between the two messaging types.]
Sending Images and Files
You and your clients can share images and PDF files through Secure Messaging. Each attachment can be up to 10 MB, with a maximum of 10 attachments per message.
What Your Client Cxperiences
When you send a Secure Message, your client receives an SMS notification letting them know they have a Secure Message waiting. Sensitive information is not included in the SMS notification itself.
The notification:
Is sent through your business's booking line.
Directs the client to the Boulevard client portal.
Requires the client to authenticate before accessing the secure conversation.
Allows the client to read and respond to the Secure Message from the portal.
Clients do not need to download another app or create another login to access Secure Messaging.
SMS notifications that let clients know they have a Secure Message waiting are billed at your standard SMS rates. To limit unnecessary notifications, a new SMS is only sent if more than 15 minutes have passed since your team last sent that client a Secure Message.
Important: Do not send sensitive client information through Standard SMS. Always use Secure Messaging when sharing sensitive information, such as treatment photos, clinical files, or results.
Client Authentication
Clients verify their identity using their date of birth and the email address or phone number on file before accessing Secure Messages in the client portal
If a client does not have a date of birth on file, they'll be prompted to enter it during the sign-in flow. The date of birth they provide will then be saved to their client profile.
If a client is unable to access their Secure Message, they'll see instructions directing them to Boulevard Support for help.
If a client is unable to log in and access their Secure Message, they'll see instructions directing them to contact your business for help.
Client-initiated Conversations
Clients can also initiate Secure Messages through the Boulevard client portal. Their Secure Messages appear in your business's Messages Inbox and on their client profile, so your team can access the conversation within Boulevard.
Clients can also see your business's away status within portal messaging.
Managing Secure Messages
Secure Messages and Standard SMS are managed from the existing Boulevard Inbox.
Secure Messaging uses the same core send, receive, and unread behaviors your team already knows from Standard SMS.
Read Receipts
Read receipts are available for Secure Messages and can be viewed within the Secure Messaging tab of the client conversation in the Boulevard Dashboard.
Managing conversations
Secure Messages and conversations cannot be deleted. You can open or close conversations and mark them as read or unread in the Inbox.
Staff Access
Any staff member with permission to access the Boulevard Inbox can access and use Secure Messaging. There are no additional Secure Messaging-specific permissions to configure.
Audit Activity
Secure Messaging activity is captured in Boulevard's Audit Log. You can view this activity from both Manage Business and the client profile.
Security and PHI
Secure Messaging gives HIPAA-regulated businesses a secure way to communicate sensitive client information through Boulevard.
Secure Messaging encrypts messages to help protect sensitive client conversations. Additional safeguards include client authentication and logging of Secure Message activity.
Businesses processing PHI through Boulevard are responsible for following Boulevard's PHI Security Requirements, including keeping PHI within areas of the platform designed for it and following applicable security, access, authentication, consent, and staff training requirements.
Important: Do not send PHI through Standard SMS. Boulevard's PHI Security Requirements instruct businesses to keep PHI out of non-encrypted text messages and other non-encrypted areas of the Boulevard Services.
Business Associate Addendum
If your business is a Covered Entity under HIPAA, complete Boulevard's Business Associate Addendum from the Security tab in Manage Business. Businesses processing PHI must also follow Boulevard's PHI Security Requirements regardless of whether they have signed a BAA.