How to Resolve a Chat

Resolving a chat helps you keep your inbox organized and focus only on conversations that still require action. When a chat is resolved, it’s removed from your active list but remains accessible in the patient’s chart.

Mark a chat as resolved

1. Open the chat in the inbox.

   Click Resolve chat (checkmark icon at the top).

   Choose when to resolve it:

   • Resolve now
   • Resolve in 1 day
   • Resolve in 7 days
   • Choose date and time (pick a date and time, then click Confirm)
2. Click Confirm. If you chose Resolve now, click Confirm again in the Resolve Chat dialog.

If you schedule a resolution (1 day, 7 days, or a date and time you choose), the chat moves to resolved on the selected date; the 1-day and 7-day options resolve it at 8:00 AM in your time zone. Until then, "This chat resolves at" and the date appear above the message box.

From the patient's chart

On the patient's chart, open the chat, click More options (⋮) at the top, and select Resolve chat.

The same options open inside the menu, under Schedule Resolve. Choose when to resolve it, set the note options if you need them, and click Confirm. For Resolve now, click Confirm again in the Resolve Chat dialog.

Add the chat to a draft note when resolving

When resolving a chat, you can also add the conversation to a note in the patient’s chart.

Below the scheduling options, turn on Draft note after resolution and choose the source:

• From chat thread (default): the full chat transcript, including timestamps and participant names
• From chat summary: an AI-generated summary of the chat, headed "Resolved chat summary" and the date

Then turn on what you need:

• Include internal notes: adds your team's internal notes and locks the note from the patient
• Sign note: signs the note under your name when the chat resolves

The patient can see a signed note unless Include internal notes is on or the team member it's created under has Auto-lock new clinical notes on.

Click Confirm. When you resolve now, the confirmation message includes View note, which opens the note in the patient's chart. If the note can't be signed, it stays a draft and the message reads "Unable to sign the note. It was saved as a draft." If the summary isn't available, the note is created from the chat thread instead.

An unsigned note stays an editable draft. For a scheduled resolve, the note is created on the resolve date under the name of the team member who scheduled it.

This is helpful when the chat includes clinical guidance, care decisions, or information that should be documented in the chart.

Canceling or Changing the Resolution

If you need to cancel the scheduled resolution or change its date, open the chat in the inbox and click on the "Scheduled resolve" icon at the top right. In the patient's chart, open More options (⋮) and select Scheduled resolve. Details about it will open.

Click the pencil icon (Edit resolve) to change the date and note options, or the X icon (Cancel resolve) to cancel it. Scheduled resolves are also listed under Scheduled actions, at the top of the inbox chat list.

The scheduled resolution is also canceled automatically if the patient replies before the scheduled date: the chat stays open and no note is created from it. Messages from you or your team don't cancel it.

Resolve inactive chats automatically

SigmaMD can resolve your patient chats once they go quiet. Go to Personal Settings > Preferences and, in the Resolve Chats card, turn on Automatically resolve chats. Then choose:

• Chats inactive for: 1 to 365 days, 7 unless you change it
• Draft note after resolution: the note options described above, with the note created under your name

The setting covers your assigned chats without a scheduled message or scheduled resolve. A new message, internal note, reassignment or snooze restarts the count. Chats assigned to a teammate follow their own setting, and team chats and unassigned chats aren't resolved automatically.

Below the conversation, a chat resolved this way reads "Chat resolved automatically on" followed by the date and time. For the other preferences on that screen, see Understanding the Personal Preferences Screen.

Team chats

Conversations between staff members are resolved from the inbox:

• Open the team chat, click Resolve chat, then Confirm
• The conversation shows a Resolved badge
• Team chats resolve right away, with no scheduling or note options

Because a team chat has no patient chart behind it, it is found again through the resolved filter rather than through a record.

On Your Clinician Mobile App

• Open the patient’s conversation.
• Tap the three-dots icon in the top-right corner to open Chat Details.
• Tap the check icon at the top.
• Choose when to resolve it and tap Confirm. Check Draft note when chat resolves to save the chat thread as a draft note.

Where to find resolved chats

Resolved chats remain available in the inbox and the patient’s chart. You can view them anytime by adjusting your Inbox filters to include resolved conversations.

If you're assigned to or following a chat that was resolved before you read the patient's last message, the inbox shows an alert with Show chats to bring it into view. See Menu Indicators: Counters and Priority Dots.

Keeping chats resolved and properly documented ensures your communication stays organized while maintaining a complete clinical record.

Important

After confirming, the chat will show a Resolved tag, it becomes read-only, and no further replies can be sent from patients or clinicians.

In the patient app, the chat reads "This chat is resolved." with the date and a Start follow-up chat button. In the web portal, it reads "This chat was closed at" and the date, with Start a follow-up chat.