Every message on a client's Outreach tab can be opened, corrected, removed, resent, and marked as seen once the client answers. This guide covers all of it.
It does not cover writing and sending a new message, reading the delivery badges, or the How this person engages panel — each has its own guide.
Open a message
In the Case Management sidebar, select Client cases.
Open the client.
Select the Outreach tab.
Select the message card you want.
The dialog opens titled with the channel, for example Sms message, and underneath the date, time, who it went to and any cc addresses.
Inside you will see the delivery badge, the plain-English sentence explaining exactly what is known about that send, an Automatic reminder badge if the system sent it, a clinical-record badge if it was filed to the GP system, Duration: 15 min if a duration was recorded, the subject and message, any Attachments as download links, and any Replies.
Correct what was logged
Select Edit.
Change the Subject (emails only) and the Message.
Select Save. Joy confirms with Contact updated.
The dialog spells out the important part: Editing corrects the logged record only; the message is never re-sent. The client already has whatever was sent — editing changes only your record of it. To actually send something again, use Resend below. Select Cancel to leave the record untouched.
Delete a logged message
Select Delete.
Joy asks Delete this logged contact? This cannot be undone.
Select Delete again to confirm, or Cancel to keep it. Joy confirms with Contact deleted.
Deleting removes the record of the message and its replies from Joy. It does not unsend anything.
Resend a message
Resend only appears on messages where the client demonstrably was not reached: Failed, Not sent — no address, and Unknown — no provider answer. Resending an accepted message would message the client twice, so it is not offered.
Open the message. Next to Resend there is a channel list showing the channel it will go out on.
Leave it as it is, or pick a different channel — for example, resend a failed email as a text.
Select Resend. The button reads Resending….
Joy confirms with Resent — followed by the new delivery state, and the resend appears as a new card at the top of the list. The original stays where it is.
Joy sends the same subject, message and attachments, so you never retype anything. If you change channel, it looks up the client's address for the new channel.
One badge never offers a resend: Unknown — do not resend. A send attempt began but its outcome was never recorded, so the message may already have reached the client. Contact them another way to check rather than risking a duplicate.
Mark a reply as seen
When a client answers, their words appear in a Replies (1) block on the message card, headed Client replied (Sms), with a blue New marker while it is unread.
Select Mark seen on that block.
The New marker clears. Use it once you have read and acted on the reply so colleagues can see it has been picked up.
Close
Select Close to leave the message unchanged.