Chatting to a patient & using Suggested replies

Sending a chat message through the platform will send a message to the patient the same way as the initial communication (if the initial messages were sent via SMS, it will be an SMS).

The patient can respond to the chat message via a link in the SMS/Email received, and their response will show up in the platform chat thread.

You will get an email notifying you that a patient has responded in real time when the patient responds so you don’t have to keep checking the platform for an update.

Here is a sample video and below you can find the step by step guide:

Step by step guide chat

• Via the Alerts dashboard: click on the Alert for the patient you would like to send a message to, then click into the text box at the bottom of the right panel and type your message.

• Note: You can find the character count at the bottom of the box.  If your organisation pays per SMS sent, it is advisable to limit your response to 160 characters long (1 segment) when possible. 

• Click “Send”

• Review your message in the popup window. The platform will automatically sign off as the name of your clinic (e.g. Eastpoint Dental). If you’d like to indicate which staff member is sending the message, you may include that name at the end of the message.

• Click send message if you are happy with your message. If you would like to change something in your message, click the ‘x’ at the top right corner of the popup window and make your edits in the text box.
  
  
  

• Above the chat box, you may find some Suggested replies. Those are templated messages, you can hover over them to see the content of those messages. When clicking on them, the content will be populated in the chat box, reducing the amount of typing needed from your side.

• Specific suggested replies can be set-up for your organization. You can contact help@followapp.care for this request.