Messaging
SureAdhere includes secure in-app messaging between staff and patients, plus automatic dose reminders. Staff send and read messages in the provider app's Messages tab. Patients send and read messages in the SureAdhere mobile app.
In-app messages are the default. When an in-app message can't be delivered, SureAdhere automatically falls back to sending it as an SMS text message.
Chatting with patients
Staff and patients chat in real time. Messages staff send appear in the patient's mobile app, and patient replies appear in the Messages tab.
Opting in to messaging
Messaging is enabled when you add a new patient (see Create Patient Account). The patient needs the mobile app installed. When they log in for the first time, the app asks them to allow notifications. They must allow notifications on their device for messaging to work.
Once the patient opens the app for the first time and allows messaging, the provider app shows the App opened status as Verified.
Once the patient opts in, the send button on the Messages tab becomes active and staff can send messages to the patient.
Delivery status
The patient's Messages tab has a Patient Chat box. Click a message to see its delivery status. The status stays hidden until you click the message.
When the patient replies, their message appears in the Patient Chat box. This is not always immediate and can take a few seconds.
When a patient is offline
If a patient goes offline and later comes back online, any unsent messages from their mobile app are delivered automatically.
Any messages staff sent while the patient was offline become visible to the patient when they reconnect.
When a patient opts out
If a patient opts out of messaging, the switch in the Settings section of their Profile tab turns off automatically. Their chat history is not retained.
When a patient uninstalls and reinstalls the app
Uninstalling the app clears all data from the phone, including message history. If the patient reinstalls the app, they do not see their earlier messages. The web app still shows the patient as opted in to messaging.
After reinstalling, the app asks the patient to opt in to messaging again. Their answer automatically updates their messaging settings in the provider app under Settings.
Automatic dose reminders
If a patient has not submitted a video roughly an hour after their scheduled dose time, SureAdhere automatically sends them a reminder as an in-app message. The reminder also appears on the patient's lock screen. Patients can reply to a reminder, and their replies appear in the Messages tab.
Reminders are sent in the patient's preferred language. If a reminder can't be delivered in the app, SureAdhere sends it as an SMS text message instead.
For full details, see Dose Reminders and Notifications.
Turning messaging and reminders on or off
Messaging and reminders are controlled per patient. Open the patient's profile and use the on/off switches in the Settings section to turn reminders and SMS on or off.
Verified against SureAdhere release 3.7.3 (July 2026).