Conversations with Departments/Providers Enabled
Updated
🎥 Prefer to learn by video? Watch this video tutorial for an overview of the conversations feature.
With the Department/Providers feature enabled under Settings > Conversations, app users can choose the department/provider they want to send an initial chat message to. The only departments displayed in the mobile app will be those that have been established as being visible in the mobile app under Settings > Conversations > Individual department settings.
Clients sending a text message are not able to select a specific department. However, open text conversations can be reassigned to other departments from the practice dashboard.
Learn more about Department/Provider settings here.
To start a two-way conversation from your practice dashboard:
- Click Start New Conversation.
- Enter the title and message.
- Select the message recipient, either via App Chat or 2-Way Texting.
- Choose the department/provider.
To view all open conversations or filter by a department, click on the Conversations tab to expand and display all providers. Number indicators will display unread messages with the combined total displayed under the All Departments section. Clicking on any department will display only messages that are assigned to that department.
Transferring a conversation to another department:
When a conversation needs to be transferred to another department or provider, select Actions > Transfer department > select the department the conversation should be transferred to.
Once the conversation is transferred, it will show up under the new department on the left side menu. The department will also be displayed in the Active Conversations tab and the department or provider can send a message using a different staff member name.
Staff member names will default to the name associated with the dashboard account. Once changed, the name displayed does not update globally—it will remain changed only at the computer station where it was changed.
The mobile app user will see the name of the team member or department they are chatting with throughout the conversation, but they will not have visibility or be notified if their conversation is transferred to another department.
