With auto-replies you can provide the patient with immediate confirmation that the message has been received. A patient can send their message at any time, and you can customise the auto-reply based on whether the query comes in within or outside monitored hours. By clearly communicating when you will respond, the patient gets the right expectations and can feel confident that the query is being taken care of, reducing the risk of them seeking care through multiple channels.
To set up auto-replies, follow these steps:
- Click on the Auto-reply menu option under Messages in the left menu.
- Choose whether you want to configure standard or custom auto-replies.
- If you choose standard, the next step is to add monitored hours, i.e., the times when healthcare personnel monitor the inbox and handle incoming queries. Click on Add monitored hours and specify for each day the times when the clinic's staff monitors the inbox. If the clinic is closed, you can mark the Closed checkbox for that day.
- Write your messages for Within monitored hours and Outside monitored hours.
- Activate the auto-reply by selecting Auto-reply on.
- Click Save.
It's the administrator at your clinic who sets up auto-replies. Learn more about how to do this in the article Auto-reply.