Spruce supports multiple ways to send and receive messages, including SMS, fax, and secure messaging. Each message sent or received will be located within a conversation.
A different conversation will be created for each communication channel (phone, fax, email, note, secure message) as well as each contact you are messaging (phone number, fax number, email address, secure patient account). Learn more about messaging.
IN THIS ARTICLE
Conversation Details
The conversation details feature is an important tool for understanding the context and history of a message exchange. For instance, you can view when the message was sent, when it was read, what Spruce Link or phone number is involved in the conversation, who the conversation is assigned to, conversation tags, etc.
How to Locate Conversation Details
To find the details associated with a conversation:
- To open a conversation from your contacts, select Contacts > select the appropriate patient > select Conversations > select the conversation of interest.
- To open a conversation from your inbox, select the conversation.
- Select the “i” in the top right corner of the screen to open "Conversation Details" to see the details of the exchange
Conversation Details Sections
Below is a breakdown of each section under Conversation Details:
| Conversation Between | At the top of the conversation details is a section called Conversation Between, which shows the external and internal contacts the conversation is happening between. If you are viewing a secure conversation, you can select the Edit button to manage the participants in the conversation. Learn more about group secure conversations |
| Additional Internal Members | The Additional Internal Members section will only appear if the internal contact associated with the conversation (for example, your Spruce phone number) has additional members added separately from the owner. You can update conversation membership for an internal contact from the corresponding settings page. Learn more about managing membership for Spruce links and phone numbers |
| Subject/Title Fields | Depending on the conversation type, you will either see a field called Subject or Title. For secure conversations, this field is visible to all participants in the conversation, including teammates with access to the conversation and external participants (e.g. patients). For all other conversations, this field will only be visible to teammates in your Spruce organization with access to the conversation. |
| Assignment | Conversations on Spruce can be assigned to a team or teammate. You can assign a conversation or see who it is assigned to in conversation details under the Assignment section. Learn more about assigning conversations |
| Conversation Tags | You can view, add, and remove conversation tags from conversation details under the Conversation Tags section. Learn more about conversation tags |
| Regarding | The Regarding section lets you link a conversation to any contact in the system, ensuring it appears on that contact’s card. By default, it includes the contact you are messaging, but you can add additional contacts. This is commonly used when communicating with a parent or caregiver about a patient, so the conversation is easy to find from either contact’s card. Watch this video for more information |
| More Options |
At the bottom of conversation details, you will see a More Options section with the following links:
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Message Details
Once inside a conversation, you can select the message of interest, then select View Message Details to see more information about the message. This is useful for accessing the granular details of a message, such as when the message was sent, who it was seen by, when others saw it, any call recordings (if enabled), etc.
Follow these steps to view message details:
From the web:
- Select the conversation where the message is located.
- Hover your mouse over the message and select the three-dot menu.
- Click View Message Details.
From the mobile app:
- Select the conversation where the message is located.
- Tap the message to reveal your options.
- Tap View Message Details.
Message Details Sections
Below is a breakdown of each section under Message Details:
| Message History | The Message History section shows you who sent the message and the date/timestamp of the message. If the sender is a saved contact or internal teammate, you can select the contact avatar to view the contact details. |
| Seen By | The Seen By section shows you who has viewed the message. This will include any teammate in your organization who has seen the message. If it is a secure message, you will also be able to see if the secure contact (e.g., patient) has viewed the message. |
| Sender App Info | Only secure messages, notes, and team chats will have the Sender App Info section, which shows information about the device the sender was using when they sent the message. This includes the platform, app version, the device, and the device model. Below is an example of this information for someone using the iOS Spruce app: Platform: iOS App Version: 4.4.36 Device: Phone Device Model: iPhone 17 |
| Call |
Only calls will have the Call section, which shows information about the call that was placed or received. You will see the following information, which will vary depending on the specific call:
Please note: conversations that happened before January 27th, 2026 will only have Total Call Duration and not Unknown Caller Screened, Phones Rang For, and Talk Time. |
| Call Recordings | The Call Recordings section shows any recordings for that call. You can select the recording to listen or download the audio file. This section will only be available if call recording is enabled for the phone number the call was with. Learn more about call recording |
| Voicemails | Only voicemail messages will have the Voicemail section, which shows who the call was from, who the call was to, and the voicemail duration. |
| SMS | Only SMS messages will have the SMS section, which shows the phone number the message was sent from. If the message was sent by one of your Spruce numbers, you will see the phone number label as well. |
| Secure Message | Only secure messages, notes, and team chats will have the Secure Message section, which shows the message was sent securely via Spruce. |
| Only emails will have the Email section, which shows the email address the email was from and the email address the email was sent to (for outbound emails). | |
| Attachments | The Attachments section will include any file associated with the message you are viewing. This includes voicemail audio, audio messages/notes, PDFs, images, vCards, and Spruce Visits. You can select the attachment to view the file. |
| Additional Links |
If you are using Spruce on the web, at the bottom of message details, you will see a section with the following links:
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How to copy a link to a specific message
From the web:
- Hover your mouse over the message to reveal the three-dot menu in the corner of the message.
- Click on the three-dot menu and click on Copy Message Link.
- The link is now copied to your clipboard and can be pasted wherever you'd like. For example, into the Spruce Support conversation so that the Support team can investigate a particular issue for you.
From the mobile app:
- Tap on any message in the Spruce application to present a menu.
- Select Copy Message Link.
- The link is now copied to your clipboard and can be pasted wherever you'd like. For example, into the Spruce Support conversation so that the Support team can investigate a particular issue for you.
Frequently Asked Questions
How can I see if a patient received my Spruce message?
Open the conversation, locate the message you sent and open the message details. Spruce shows delivery and read indicators for secure messages.
Can I see when a team member responded to a patient conversation in Spruce?
Yes. Conversation detail includes timestamps for every message and action, so you can see who responded and when.
Does Spruce show if a voicemail was listened to?
No, but you will see who the call was from, who the call was to and the voicemail duration.