Highlights
The goal is to make it simple for care team members to hit “Inbox Zero” and keep on top of their messages. We also want to make sure that messages get to the right teams: we’re investing in our Triage and Summary tools to make this even easier, but that means that patients need to start new conversations for new topics, and not just keep one open for a long time.
To achieve this, we’ve split the chat into two phases: Resolved and Locked.
- Patients are not informed that you’ve Resolved a chat. They can still respond to it, and this means they can keep the thread going if they have a follow-up question.
- You choose to Resolve a chat when you’ve dealt with the patient’s message: it does not mean the conversation is over! This means you can remove it from your Inbox and focus on the chat’s that require you/your team’s attention.
- Locked chats are those that are Resolved, and have subsequently “aged out” of the Inbox. This keeps things tidy and clears out old messages, where the patient might continue chatting about a new topic, which requires a new assignee.
- You can manually lock a chat at any time by Resolving it, and then clicking the Lock button.
- You can always re-open a locked chat by clicking the “Re-open” button.
Get started:
- Navigate to Settings → Communication → Chat
- Choose when to auto-lock a Resolved chat: the default is after 2 days of inactivity.
- Choose when to auto-lock a Chat that isn’t resolved: the default is after 5 days of inactivity. Auto-locking a chat skips the resolution phase entirely.
