Let’s review some common questions and answers regarding Conversation Flows.

Which User Types can create new Conversation Flows or view existing Conversation Flows?

Only Enterprise Users can access Conversation Flows and create new Conversation Flows.

Do Conversation Flows auto-translate to Spanish?

No, when creating the Conversation Flow, all Spanish translations must be manually added to the workflow if you are including Spanish as a language. 

Once the Conversation Flow is created and the Conversation Flow's Smart Phrase is used in a message to a patient who has a Spanish language preference on file, they will receive the Spanish version of the Conversation Flow. 

Who can receive notifications from Conversation Flows?

Currently, only Enterprise Users and Enterprise User Groups can be added to a Conversation Flow when creating a Mention Action.

Does Conversation Flows affect our current Triggers? 

When setting up your Conversation Flows Triggers, we recommend reviewing your existing Triggers and removing or editing any that overlap. Conversation Flows will not impact existing Triggers until your organization begins using the related Conversation Flow's Smart Phrases. These Smart Phrases can either be added to new Triggers or used to replace existing ones. Click here to learn more about including Smart Phrases in patient communication.

What if two Triggers send at the same time?

If two Triggers are sent at the same time, this could cause any Conversation Flows included in those Triggers to expire and not recognize the patient responses. It is crucial to examine your existing Triggers to ensure there is no overlap. 

What is the maximum number of Actions that can be added to a Patient Response?

Up to nine Actions can be added to each individual patient response.

Can I update the Conversation Flow's Smart Phrase?

Yes, you can change the Smart Phrase associated with your Conversation Flow. Start by removing the Smart Phrase from any Triggers and Quick Responses. Let's review how to locate where the Smart Phrase is utilized:

• From the Navigation Bar, select Automations > Conversation Flows.
  
• Locate the Conversation Flow, click on its (...) Actions menu, and select View Running Automations or View Quick Responses.
• The table displays the details needed to locate where the Smart Phrase is used (switch between the Running Triggers and Quick Responses tabs, as necessary). 
• Remove the Smart Phrase from existing Triggers and Quick Responses prior to updating the Smart Phrase. 
  • Once the Smart Phrase is updated, this table will no longer populate with the items containing the previous Smart Phrase.
• Then, recreate the Smart Phrase and update the necessary Trigger(s) and Quick Response(s).

How is Conversation Flows Different than Triggers?

The key differentiating factor is the number of messages that can be delivered by a single Conversation Flow. Since Conversation Flows can provide branching messages based on patient responses, they are much more robust and dynamic. Check out this table for more details:

Can I reuse Message Blocks within a Conversation Flow?

Yes, Messaging Blocks can be reused where appropriate. This saves time in managing and creating your Conversation Flows. Click here to learn how to reuse Messaging Blocks in Conversation Flows. 

Is it expected that a Patient Channel will have a status of Closed after a Conversation Flow has been completed?

Yes, if the Patient's Channel was originally in a Closed Status when the Conversation Flow was initiated, then the Patient's Channel will remain closed once the Conversation Flow has ended. Likewise, if the Patient's Channel was originally in an open status when the Conversation Flow was initiated, then the Patient's Channel will remain open once the Conversation Flow has ended.