From sending quick message to responding to questions, addressing and monitoring patient messages has never been easier with Engagement Patient Chat.
Before you get started, watch this short video on the Patient Chat feature:
In this article, we'll explore:
If you are unable to access this feature or make changes, you have not been granted permission in your user profile. Contact an admin team member in your practice to enable access or work with them to complete the steps outlined in the instructions below. Click here to learn how to update user permissions.
How to Send Individual Text / Email Messages to Patients
You can message patients in Engagement from the Patient Chat dashboard or directly in their patient card.
Message patients from the Patient Chat dashboard
Navigate to the Patient Chat in the left side menu
Search for a patient using the search bar
Click on the filters to show all unread messages, assigned/unassigned messages, or sort messages by location (multi-location users only)
To view chats, select a patient chat by clicking on the message
To respond to a message, start by typing a message manually or click the + Quick message button to select a template
Add any desired placeholders, images, or emojis
Choose to send the message via text or email, then click Send (if any of these options are not available, it means the patient does not have contact information attached to their profile)
Message patients from the patient card
Click on a patient's name to open their patient card, then click on the Chat section
Messaging with patients in the patient card allows for the same functionality that you would find in the Patient Chat dashboard:
Tag patients by clicking on the [+] icon
Click on the 3-dot menu at the top of the chat window to assign the conversation to a teammate or show the entire conversation history
Type your message in the messaging window
Load a quick message, insert placeholders, or add images/emojis
When finished, click Send to send your message to the patient
Note: There is a 560 character limit when sending manual text messages from within Patient Chat. The character counter will show as you type your message.
Automated text messages created from Direct Message Templates or Verbiage Settings have a 320 character limit to allow for the office contact information and patient details that may need to be included in the message.
How to Assign Patient Chats to Team Members
Access the Patient Chat dashboard
Click into the patient chat that you would like to assign
Use the 3-dot menu in the chat window to assign the conversation to a team member or show/hide the patient's conversation history
Select the team member that you would like to assign, as well as the length of time the chat will be assigned to the selected team member. Click Assign to complete
Patient chats that have been assigned to team members will show the name of the assigned team member in the message preview window on the left bar navigation:
How to Tag Patients in Patient Chat
Within Patient Chat, click the tag [ + ] icon or tag block to the right of the patient's name. Here you can create/customize up to 7 different labels (Learn how to update tag labels)
From the tag list, click on the checkbox to select the desired tag
You'll notice that once a patient has been tagged, a color-coded tag will be added to their profile
How to Filter Patient Chats
Access the Patient Chat feature and click on the filter icon or message icon next to the search bar
Filter icon: Select the message assignments you would like to apply (Unassigned, Assigned to Me, or team member name)
Select as many options as you'd like, then click Apply
Message icon: Filter messages to show only chats that are currently marked as unread
Location icon: If you're part of a DSO or a multi-location user, click on the location icon to filter messages from patients by location. Select one location or multiple locations at a time
Tip: The practice name will show beneath the patient name in the chat window so that you know which location that the patient visits.
Note: Patient chat threads and messages cannot be deleted.
Show or Hide Message History
When viewing a conversation in the Patient Chat, you may choose to Show All Communication. This will show all automated and manually sent messages from the beginning of time with this patient.
Deselecting this option will only show messages that are from the current day.
User settings for Show All Communication now saves per user per device. Meaning if a user is signed into Engagement [Modento] on a computer and clicks Show All Communications, the setting will stay clicked on this computer for their log in. If the user signs into Engagement [Modento] on a different device, they will need to click Show All Communications on that computer to save as the default for that device. If another user were to sign in on that same computer, it will not have the check box selected default until done manually through their log in.
When you receive an email in the patient chat, Engagement [Modento] autodetects signature fields on emails and prevents them from loading. This helps ensure that your dashboard stays clean and uncluttered, allowing your office to practice smarter!
Appointment Confirmations in Patient Chat
Patient confirmation responses to automated appointment reminders will not show up as new unread messages at the top of of the messaging window in Patient Chat. This functionality reduces clogging up your message feed and helps ensure that your practice stays on top of the active messages from patients that needs responses.
Show all communications in patient message thread
If you would like to have confirmation responses to automated appointment reminders show up in each individual thread so that you can see it in the chat history, make sure you click to select the checkbox to show all communications. Selecting this checkbox will include automated responses in the patient chat history.
Click on Patient Chat in the left side menu of Engagement
Use the search bar to locate the patient by name
Click on the patient message thread to open it
Click on the three-dot menu in the up right corner and select Show all communications
