Emailing and Texting Members through the Communication Hub
- Meagan Prost
Cloud Knowledge Base Home / Counseling Services / Member Communication / Emailing and Texting Members through the Communication Hub
Keep communication simple and centralized—send emails and texts to members directly from EAP Expert Cloud for a seamless, trackable experience that saves time and improves efficiency.
In this guide, we’ll cover:
Send a message from a member’s profile
Easily send a one-off email or text to a member right from their case—no need to navigate away or open another screen.
Navigate to the Client Files Module
Locate the member and select the corresponding line item in the search results to access the file
Communication Hub Tab
Click the Send Message button, then choose either Email or SMS (Text Message) from the available options
Feature Add-On: Text messaging is a convenient add-on through our SMS integration. Contact your EAP Expert account manager to learn how to start and explore pricing options.
Steps to Sending an Email to a Member
Use the pop-up window to quickly complete the fields and craft your message before sending
Notice the member’s email address has been automatically entered into the ‘To’ field
Click the people icon to the right of this field to add one or more clients to the message.
Click the green New button to turn your custom email into a reusable ‘Template,’ or select a pre-existing template from the drop-down menu to save time.
Tip: Templates can save time by standardizing commonly used email formats while allowing for personalization.
Use dynamic placeholders like {FirstName} to pull recipient details from EAP Expert Cloud automatically. Just insert field names within curly braces { } to personalize your messages.
Provide a 'Subject' and upload any pertinent 'Attachments'
Send Email Individually: Enable this checkbox to ensure that each member listed in the ‘To’ field receives the email as an individual message—keeping recipient details private and invisible to others.
Compose your email message in the provided open text box
Select the Send Email button to dispatch your message
The sent message will appear in this tab, confirming it was successfully recorded as an outbound communication.
You’ll also find a copy in the Communication Hub Module for complete visibility.
Click the Save button to continue working on the client’s file
Note: Be sure to document the time spent sending a message in the client’s file under the 'Sessions/Activities' tab. This ensures your case management time is accurately reflected in future reports.
When you are ready to exit the file, click the Save and Close button
Steps to Sending an SMS Text Message to a Client
Use the pop-up window to quickly complete the fields and craft your text message before sending
Notice the member’s cell phone number has been automatically entered into the ‘To’ field.
Click the people icon to the right of this field to add one or more clients to the message.
Click the green New button to turn your custom email into a reusable ‘Template,’ or select a pre-existing template from the drop-down menu to save time.
Tip: Templates can save time by standardizing commonly used email formats while allowing for personalization.
Use dynamic placeholders like {FirstName} to pull recipient details from EAP Expert Cloud automatically. Just insert field names within curly braces { } to personalize your messages.
Compose your text message in the provided open text box
Select the Send SMS button to dispatch your message
The sent message will appear in this tab, confirming it was successfully recorded as an outbound communication.
You’ll also find a copy in the Communication Hub Module for complete visibility.
Click the Save button to continue working on the client’s file
Note: Be sure to document the time spent sending a message in the client’s file under the 'Sessions/Activities' tab. This ensures your case management time is accurately reflected in future reports.
When you are ready to exit the file, click the Save and Close button
Send a message from the Communication Hub Module
Want to save time and streamline your workflow? Follow the steps below to message multiple clients without opening each profile.
Navigate to the Communication Hub Module
You can send a message by clicking the New Message button in the top toolbar and selecting your preferred delivery method: email or text message
Feature Add-On: Text messaging is a convenient add-on through our SMS integration. Contact your EAP Expert account manager to learn how to start and explore pricing options.
Take the actions outlined above to:
Note: The Communication Hub records all messages sent using this tool, including emails and texts to clients, providers, and organizational contacts.
Troubleshooting Information
Here are a few tips for using the outgoing email function in EAP Expert Cloud:
Trouble Accessing the Communication Hub: If you can’t find the Communication Hub, check with your system administrator to confirm that you have the necessary permissions to access this feature.
Review Email Content: Double-check the content of your email for errors or missing information. Ensure that all required fields are filled out before attempting to send it.
Spam or Junk Folder: Members may need to check their spam or junk folder, as sometimes emails are unintentionally filtered there.
If an issue persists, contact your system administrator(s) for assistance. They can provide specific guidance based on the software's features and any known issues.
