2-Way SMS Chat

Make it easy for our patients and staff to communicate with each other

2 Way SMS
Five Star Rating

"2-way SMS Chat has really changed the way we engage with patients!"

Hunter Rawson, Patient Experience Supervisor
Salience Health

Patient Initiated SMS Chat

  • Initiated via chat request form on website
  • No app download
  • No username/password
  • Obtains consents for 2-Way SMS
  • Asks triaging questions
  • Gathers additional details
  • Sets expectations on response time
  • Staff reaches out when ready
  • Patient converses via SMS on phone
Patient Initiated Chat
Staff Dashboard

Staff Dashboard

All SMS Chat requests from patients are triaged by the system and routed to appropriate folders in a “shared inbox” styled dashboard. This allows different staff teams to focus on requests that are relevant to them. A staff member can handle multiple conversations in parallel. The staff dashboard comes with several advanced features such as idle time tracking, assignment, search, filtering, snoozing, transcript archival into EMRs, and analytics.

Chat Archival into EMR

After completing a chat, staff can archive it. When a chat is archived, the system automatically creates a PDF transcript and pushes it into the patient record in the EMR system.

If staff forgets to archive a chat, it will be auto-archived once the open chat count reaches the customer’s configured maximum limit for open chats. Auto-archiving follows a FIFO (first in, first out) method, meaning the oldest open chat is archived first.

Chat Archival
Staff Initiated Chat

Staff Initiated SMS Chat

From our dashboard, staff can quickly search for a patient in the EMR system and start an SMS chat. Patients receive messages on their SMS app and can respond immediately. Staff can send secure form links for data collection, such as image capture forms for insurance cards, with a PDF of the images displayed inline for convenience. Instead of playing phone tag, staff can efficiently gather necessary information from patients while managing their other responsibilities.

Phone Forwarded SMS Chat

The 2-Way SMS Chat service aims to reduce phone system issues like long hold times, high abandonment rates, and patient frustration. These issues can be alleviated by diverting phone traffic to SMS. Your phone system can be programmed to allow patients to switch to SMS chat during a call, which forwards their call to the SMS chat number. Our service then sends an automated message to the patient to start a new patient-initiated SMS Chat.

Phone Forwarding
Business Impact

Business Impact

  • Reduce phone tag with patients
  • Boost staff productivity with quicker patient responses
  • Enable staff to manage multiple chats simultaneously
  • Reduce patient frustration
  • Improve tracking and documentation of all chats
  • Increase operational efficiency
What to expect

What to expect

  • Secure and HIPAA compliant
  • Core functionality turned on within weeks
  • Results delivered immediately
  • Short and easy training sessions
  • Low learning curve for staff
  • Exceptional customer service

More Information

Learn more about our complete platform

Services We Offer

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844-255-7467 Ext 1

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