Clinic communications update: conversation actions and recent conversations
This product update walks through the Communications page changes: the new Recent Conversations view spanning all channels, the new in-conversation action icons for patient chats (create task, add note, mark unread, escalate), tasks in the right-hand sidebar, and the updated direct-message group chats with file sharing.
Key points
- A new Recent Conversations section at the top of the Communications page shows your most recent conversations across every channel in one place.
- Conversation channels are Patient conversations, Direct Messages with your internal team (group or one-to-one), and Platform Support with the Healthaide team.
- Platform Support is organized into channels: Onboarding and Setup, Technical Support, Clinical and Compliance, and General Chat.
- From a patient conversation you can now create a task for that patient directly from the Communications page.
- You can create a patient note (with an optional file attachment) that saves to the patient profile, mark a conversation as unread with the envelope icon, and escalate a conversation to the Healthaide provider network team.
- Tasks were added to the right-hand sidebar so you can mark a task complete or add a task to the patient profile without leaving the conversation.
- Direct messages support creating named group chats with multiple teammates and sharing files with the paperclip icon.
Transcript
Hey everybody, Kris with Healthaide here. We've got some really nice updates with the communication settings inside of the clinic portal, so let's go through it right now.
When you log into your clinic portal at app.healthaide.io, go to the Communications section. Right at the top you'll see Recent Conversations, which was recently added. You'll see all recent conversations, no matter which conversation channel they came from.
As a reminder, conversation channels include your patient conversations and your direct messages — messaging to your internal team, whether it's a group chat or one-to-one direct messages with someone on your team. And then Platform Support, which is direct messaging our team. If we go into Platform Support you can see different channels: Onboarding and Setup, Technical Support, Clinical and Compliance, and General Chat.
Let's take a look at Recent Chats. The first one is from the Patient channel, so I'll select it. This is me communicating with the patient. What you'll see as an update in the Patient channel is, at the top left of the conversation thread, a set of icons.
There's a checkbox icon where I can create a task from the Communications page directly for this patient. So if you watched the previous video about the task functionality, I can create a task for this patient straight from this Conversations page.
Next is Notes. I can create a patient note from this Conversations page. If I need to keep a note about this specific patient and attach a file, I can, and that will store to that patient's profile.
Next, the icon to the right of that is a little envelope. I can mark this conversation as unread — when I click the envelope on the top left, the unread bubble pops back up and marks the conversation as unread.
To the right of that is the escalate icon. I can escalate this conversation to the Healthaide provider network team. If you need our providers to jump in and manage anything patient-related, clinical-related, or client-care-related, you can escalate that to us right here from that icon.
You'll also see on the right-hand side that we added Tasks to the right-hand sidebar menu. So you can now mark a task as complete, or add a task to the patient profile from the right-hand side as well. That's for patient conversations.
In direct messages, this is you messaging with your team. You can type in a user's name. If I wanted to send one to Red, I could. I could also include another teammate in the group, name the group — "Test group chat" — and create the group. Now I have two people in this group chat who can communicate in the thread, and we can share files using the paperclip icon in the messages below.
Finally, Platform Support. Very similar to the rest of the chats: you can type a direct message to one of the support teams and see your communications here. And you can mark these conversations as unread as well using the envelope icon on the far right.
So those are the updates to the Communications page. I hope you guys enjoy this — really helpful tools here. Good job from the team getting this done.
