Auto-reply

Standard auto-replies

Standard auto-replies are based on the clinic's monitored hours during a normal working week.

1. Click on Auto-reply under Messages in the menu on the left.
2. To configure standard auto-replies, select the Standard tab.
3. The next step is to add monitored hours, ie. the times when healthcare staff monitor the inbox and handle incoming cases. Click on Add monitored hours and specify for each day what times the clinic staff will monitor the inbox. If the clinic is closed, you can check the Closed box.
   
4. To set up an auto-reply that applies within monitored hours, click Edit. You can then choose to write your own message or start from the standard proposal.
   

   An auto-reply that applies within monitored hours may include:

   • A confirmation that the message has been received and that the staff will deal with the matter as soon as possible.
   • An estimate of when the patient can expect to receive a response from staff.
   • An invitation to use other contact options if the matter is urgent and cannot wait.
   • A wish for a pleasant day and that the staff look forward to helping the patient with their affairs
5. Activate the auto-reply by selecting Auto-reply on.
6. Click Save.
7. Follow the steps above to set up an auto-reply Outside monitored hours.
   

   An auto-reply that applies outside monitored hours may include:

   • En bekräftelse på att meddelandet har mottagits och att mottagningen för tillfället inte är bemannad.A confirmation that the message has been received and that the clinic isn't monitored at the moment.

   • Information about the clinic's monitored hours.

   • Alternative contact details for urgent matters, such as a link to an emergency center or telephone number to an emergency department.

   • A reminder that the patient will receive help as soon as the clinic opens again or when the staff is on-site.

   • An appeal to the patient to seek emergency care if he has a life-threatening or urgent problem and not to wait until the clinic reopens.

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Customised auto-replies

You can also set up customised auto-replies for the clinic, which can be used, for example, on holidays or other periods when the inbox is not monitored according to regular times. These replace the standard auto-replies, so you don't have to think about turning them on or off during non-monitored hours.

1. To configure customised auto-replies, select the Customised tab.

2. Click Create auto-reply.

3. Select the period during which the customised auto-reply should expire.

4. Write your message.

5. Choose whether the auto-reply should be activated by selecting Auto-reply on/Auto-reply off.

6. Click Save.

An auto-reply that applies outside of regular monitored hours can, for example, contain:

• A confirmation that the message has been received and that the clinic has different monitored hours due to a holiday or special event.

• Information about when the clinic will open again or when the staff will return to normal monitored hours.

• Alternative contact details for urgent matters, such as a link to an emergency centre or a phone number for an emergency department.

• A reminder that the patient will receive assistance as soon as the clinic reopens or when staff return to normal business hours.

• Instructions on how the patient can manage their case in the meantime.

• A wish for a nice weekend or holiday.