The chat in the Now Serving app shows that it's a “virtual secretary” - this would control the expectations for replies. You are not obligated to reply.
We designed this chat option specifically for confirming schedules and to be handled by the secretary.
We designed the chat inside the virtual session as the only chat to be used by the doctor. That chat is private and between you and your patient only.
You can direct ALL replies in the chat to your secretary by doing the following:
Click Here (it's found in the Settings if you want to look for it manually)
Select the sub-user you want to assign messages to. Click Save
That's it. All replies will be sent to the sub-user.