Collaboration Hub

The Hub makes it easier for your organization to manage communication with individual patients. From the Hub, you can send patients messages, review message histories, review patient information, and consult with colleagues internally regarding patient needs. Luma shows a timestamp for when conversations in the Hub are closed, reopened, assigned, or reassigned, making it easy to track a patient’s messaging history with your organization.

The functionality described in this document is native functionality available within Luma. Any functionality or capabilities that your organization might want or need that isn’t outlined here may be subject to a Statement of Work. For more information, refer to the Statement of Work document.

Core Functionality 

These features are on by default in your Luma account. Some of these features can optionally be configured based on your organization’s needs.

Send Messages to Patients

Feature	Description
Track patient conversations in chat queues	Chat queues organize patient chats based on being assigned to the current user, other users, or needing assignment.
Send secure messages requiring patient authentication	Send messages that patients can access only through the Patient App’s secure login system. This is especially useful for sending messages with PHI.
Send direct SMS and email messages	Enable staff to send messages that patients can read directly in SMS or email without Patient App authentication.
Send pre-written messages using the Message Library	Use templated messages from Message Library
Use squigglies to personalize message content	Use squiggly placeholders in your messages to automatically pull in personalized information, such as appointment date and time, for each message sent to each individual patient.
Include file attachments in secure messages	Enable staff to attach and send files through the secure messaging system to patients.

Manage Patient Chats

Feature	Description
Access comprehensive patient information	View patient login history, manage demographics, and access appointment and waitlist details through the Patient Details interface.
Filter chat content and conversations	Filter patient conversations by queue or filter individual chat message content.
Close active patient conversations	Manually remove chats from active queues by marking them as closed.
Take bulk actions on patient chats	Mark chats as unread or close chats in bulk.
Exchange internal team messages	Share patient-specific notes and discussions with care team members through internal messages that remain invisible to patients.
Notify users with @ mentions	Alert specific users or groups about internal messages using @ mentions, triggering automatic notifications.
Process unexpected patient replies	Luma routes expected patient repliies to the Unassigned queue. Optionally, configure how long an unexpected patient message must be to reopen a closed patient chat.
Process messages from unregistered patients	Handle incoming messages from new patients by assigning temporary identifiers until profiles are created.
Validate phone number types	Luma automatically verifies and updates whether a phone number is a mobile or landline through carrier validation. If a cell phone number is improperly marked as a voice, Luma automatically updates the contact method to SMS.

Facility-Specific Chat Management

Feature	Description
Send messages from a selected facility	Enable staff to associate outgoing patient messages with specific facilities in your organization.
Filter patient chats in the Hub based on associated facility	Show patient chats only if they’re for patients in facilities that the user has access to based on the groups they’re part of.
Allow users to filter Hub messages by facility, group, or user	Users can filter messages to show only messages the user has manually sent to the patient, all messages sent to the patient from the selected facilities, or all messages sent to the patient from the selected group.
Don’t require users to assign a facility to new hub messages	By default, users must select an associated facility for each message they send a patient. Optionally, let staff send messages without an associated facility.

Additional Configurable Functionality

The following features are off by default in a Luma account and can be configured for organizations that would benefit from these features.

Feature	Description
Determine how long a patient reply must be to open a closed chat	Enable Luma to reopen closed chats based on a configurable minimum character count in patient replies, defaulting to 15 characters.
Delay sending messages to patients whose contact information is not updated	Enable Luma to delay message delivery until patient contact information has been validated against your EHR within a specified timeframe.
Trigger custom actions to based on chat activities	Enable Luma to trigger custom actions based on chat events, including unexpected messages, reopened chats, and specific keywords.
Reassign chats to the last person to send a message from the Hub	Enable Luma to assign chat ownership based on either the last message sender or most recent assignment, according to your workflow preferences.

Training and Documentation Materials

Feature	Feature definition
Help Center	The Help Center is Luma’s online library for self-service support content. Users can access the Help Center directly from within their Luma account. From within the Help Center, users can submit tickets to Luma Support for additional assistance.
Luma U	Luma U is your home for Luma education. There are two learning tracks in Luma U – one for sub-account users and one for managers and administrators. Users can access Luma U directly from within their Luma account.