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Communication and Chat

The Communication feature in the Medical Second Opinion (MSO) System allows direct, real-time interaction between the Requester and Provider within each case.
This feature ensures clear collaboration and faster clarification during the medical review process, improving communication without using external tools.

1. Purpose​

The chat function enables:

  • Secure, direct communication between requester and provider.
  • Quick resolution of missing data or clarification questions.
  • Centralized message history linked to each case.
  • Improved efficiency and transparency during the review process.

2. Access and Permissions​

User RoleCan Start ChatCan ReplyCan View Chat History
Requester✅✅✅
Provider✅✅✅
Admin🔒🔒🔒
  • Only the Requester and Provider involved in the case can start or participate in the chat.
  • Admins do not have access to any live chat content or history for privacy and data-protection reasons.

3. Chat Interface Overview​

Each case includes a Chat tab that allows both participants to exchange messages related to the case.

Main Components​

  • Message Thread: Displays chat history in chronological order.
  • Message Input Box: Field to type and send messages.
  • Attachment Option: Upload and share supporting files (e.g., reports, lab results).
  • Sender Labels: Each message includes the sender name, role, and timestamp.
  • Notification Badge: Shows unread message count beside the Chat tab.

4. Starting a Chat​

Requester​

  1. Click on Text a Specialist tab.
  2. Select the target case.
  3. Open the Chat tab.
  4. Type your message and click Send.

The provider will receive a notification for every new message.

Provider​

  1. Click on Text a Requester tab.
  2. Open the relevant case.
  3. Click on the Chat tab.
  4. Type and send messages to the requester.

5. Notifications​

  • Both participants receive web notifications for every new chat message.
Suggested Enhancements

The following improvements are proposed for future versions of the MSO System to enhance chat functionality and overall communication efficiency.

Offline Email Notifications​

Currently, users receive desktop notifications while online, but offline email notifications are not yet implemented.
It is recommended to enable email alerts for offline users containing:

  • A brief message summary (sender and snippet).
  • A direct link to open the relevant case chat.

This would ensure that users do not miss important messages when they are away from the platform.

Unread Message Counter​

Add a chat icon with a red counter showing the number of unread messages across all cases.
This helps users quickly identify pending chats that require attention.

These enhancements would improve responsiveness, communication visibility, and overall user experience.

6. Security and Privacy​

  • Only the requester and provider assigned to the case can access chat content.
  • Messages cannot be deleted or edited once sent to ensure data integrity.
  • Attachments are validated for type and size before upload.

7. Example Interface​

Chat a specialist Chat a requester

Note:
The live chat feature is strictly limited to the Requester and Provider of a case.
It is designed for secure, case-specific communication and cannot be accessed by admins or other users.