The Health Messenger Dashboard

Summary: The Dashboard allows users to see their overall message status, view individually scheduled/ sent messages, view responses and reply. Different users may have different dashboards depending on their access.

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    1. Send New Message: Send a new group message or closing message. to send previously made drafts see Messages page.

    2. Summary Information  (For 1 day, 1 week or 1 month)

    • Delivered Messages - total Delivered messages in the timeframe chosen (1 day, 1 week or 1 month)
    • Responses - total incoming SMS Text or Voice message responses in the timeframe chosen
    • New Contacts - total new contacts in timeframe chosen

    3. Summary

    • Select the Message Name link to view details. Sent and scheduled time shows when message was sent or scheduled.
    • View the total Text messages, Voice Calls, Emails and Replies for this message.

    4. View Report

    • Messages - Displays all outgoing messages. Select view to see contents of each message, or checkboxes and cancel or reschedule to change all or individual messages.
    • Responses - Displays all incoming Text and Voice responses to these messages

    5. Inbox

    • View Incoming SMS Text Messages and Responses to Voice Messages
    • Select Reply to respond to incoming text messages. You will then be able to view the Text "conversation" history
    • If you want to view responses for a specific message, select that message name or View Report -> Responses.

    Inbox / Responses Page

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    • View the contact name, phone number, if applicable their appointment rime, associated clinic, and their text message or voice response.
    • If a text message responses was received, a Reply button will be available to the right.
    • Selecting Reply allows the user to send a text message back to the contact. They can also review their texting message history with that contact.

     

    All Messages Page Details

    • Select at least one checkmark to cancel the selected message(s) or reschedule them for a future time.
    • Select the view button and view the specific message delivered to this contact.

    Overview Of Chat

    The Chat page is an optional section for users to engage in realtime 2-way SMS text message with their contacts. A General overview of the different sections:

    1. Navigate between chats with different contacts. The most recent messages appear on the top and unread messages are bolded. Checkboxes can be selected to perform group actions on chats.

    2. Start typing your message and press enter/return to send your SMS messages (or press send button).

    3. The Contact Details section displays:

    A) The settings section for that specific contact including Translation settings or User assignment

    B) Contact attributes such as name, clinic and appointment date

    4. The Chat Page Header displays:

    A) The new chat button to initial a new chat

    B) A search bar to find contacts

    C) Filters to view different groups of contacts

    D) Users Chat Settings (gear icon)


    Find a Contact or Chat

    To find a contact or previous chat conversation, you can scroll down from the previous chat conversations. If you can't find you contact in your recent chats, use the search bar in the chat page header. You can search by either phone number or name (first then last name). If you can't find a contact, you can search in the contacts page that you have the right name or phone number, and possibly add that contact if needed. It's also possible that if another user has access to your contacts, they have assigned this chat to themselves. You can browse these assigned chats from the filter drop down in the chat header.


    Send A Message

    There are two different ways you can send a chat message:

    A. find your contact by browsing or searching and sending a message 

    B. Use the New Messages button to initialize a new chat and type in your contact Name or Phone number in the TO box, then adding your message and sending

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    Use Auto Translations

    Auto-translations allow all incoming messages to be auto-translated to the message of your choice, and auto-translate the messages you send to the contact. To enable auto-translations for a contact, select Contact Settings, then check the Auto-Translate checkbox.

    This will auto-translate the conversation based on the their set Language, but you have the option to change this to another language if needed. the User language is defaulted to English, but this can be changed from the Gear icon.

    During a translated conversation, you can click on the language links (see screenshots below) beneath the message to view the Translated/Untranslated versions.


    Enable Notifications

    To receive notifications, first select the Gear icon on the upper right. You can choose to receive Email notifications and/or SMS Text notifications by selecting the associated checkbox.

    Teletask will check every 30 minutes for new unread messages and send you a (email or SMS text) message including the number of new unread messages and a link to the chat page. By selecting the link and adding your login credentials you'll be able to respond to these conversations.

     

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    Out of Office SMS Response

    A user can edit their out of office SMS response only if the Admin enables this under Settings --> Texting --> Set Chat Auto-Response --> Set-able by Clinic

    Select Edit Out Of Office Auto-reply to add or edit your out of office SMS text response to contacts.If your out of office SMS auto-response is ON, you will will a blue notification header  An Out of Office Auto-Response is currently ON.

    A. Select the Area (clinic, etc.) you want to set the out of office for

    B. Type your auto-response SMS message (up to 160 characters)

    C. Select the time ranges when you want this message to be sent, based on the day of the week.

     


    Filter Chats

    By default, the chat page allows the user to view all contacts that they have access to. If they want to further narrow down the conversations, they can do this by changing the filter or Contacts listed.

    A. Select the Contacts drop-down at the top section to select and view contacts in a specific group, or assigned to specific users.

    B. Select the Edit Filter button to create and save a special filter of contacts. Select Apply Filter when complete or Clear Filter to remove this filter.

    Sending Group Messages or Closing Messages

    To send messages (text, voice, and/or email) to a group or subgroup of contacts, or to send a closing message to contacts with appointments, follow the instructions below

    Start with one of the two options below:

    A. To create a new message, navigate to the Dashboard and select Send New Message, or navigate to the Messages page and select Create MessageGroup Message.

    B. To edit/send a previously created message, navigate to the Messages page. Select the previously created draft message to review it first. Press Send next to a saved message draft to send this message (see below for more details on recipients page).

    1. Create the Message Properties

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    1. Enter a message Name: This is the label you use to describe this message group.
    2. If needed, add/ change languages: Use the “Add Additional languages” button to add new languages you would like to create for this messages group.
    3. Message Types: Choose any combination of VoiceText or Email messages. You must select at least one type.
    4. Select Next on the bottom right to create a messages group based on these settings

    2. Create your Message(s)

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    1. Type your message in the Main Message field. If a message exceeds the number of characters in that text message (160 Characters for English) it will be counted as multiple text messages.
    2. Selecting Add Merge Tags will allow you to add certain key tags to the message. Tags correspond to fields in your recipient/contact data, and can be used to include personalized or dynamic content in your messages.
    3. Select send test message to enter a phone number and have a test message sent. 
    4. Save and Exit to exit to the messages page
    5. Back to return to the previous page
    6. Next to create/edit the next content type or progress to the recipients. Note: depending on which messages types and languages you've chosen, you may be creating more than one message.

    3. Send or Schedule Messages

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    1. If you sending a Closing message, select this option. See next section for details. 
    2. If you are sending a Group message, select the recipient group(s) you would like to send to. Optionally create a new group and upload a new Excel/ CSV file to this group.
    3. if you have multiple clinics/site and don't want to send to contacts associated with all of them, select clinics and then contacts within certain sites.
    4. If you want to filter further, Sub-Groups allows you to send to a sub-group based on certain field criteria.
    5. If you'd like to send to contacts individually, enter their names or phone numbers in the "add contacts" section (their contact information must already be in the system to be added).
    6. The number of recipients is calculated here. Press the refresh button on the right to refresh this after adding groups, filters or contacts if you want to see the total number of recipients.
    7. Select Send to schedule messages to be sent now. Select Schedule to schedule message to be sent later, then select a later time/date and select "send" to schedle the message.

    Details on Closing Messages

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    For Closing Messages, messages will only sent to recipients with appointments within the time and date range selected. Sending these will also immediately cancel any appointment reminder message within the specified time and locations.

    Create Reports

    To generate a report of message results and responses, navigate to the Reports page the follow the steps below:

    1. Select a Message Type: select the type of message to generate the report on. Voice is selected by default.

    2. Select a message group or choose All messages.

    3. Select if you’d like to see reports based on message date or appointment date.

    4. Date Range: Select a beginning and ending date.

    5. Select a Clinic. All clinics are selected by default.

    6. Select Generate Report: This will create the report based on the parameters set.

    After the report is generated, view the total results and status of specific messages.

    Conversational Message Report

    The conversational message report only conversational texts sent to or from contacts (not group messages or automated messages)

    1. Check “incoming messages” to include incoming messages.

    2. Select a specific or all users outgoing messages.

    3. Select a date range for your report.

    4. Search for conversations by a specific contact.

    5. Change the report columns.

    6. Select Generate the Report to view your message history
      which can be exported to csv.

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