The "All Messages" view displays all of the Patient Channels that a user has access to across Artera Harmony Federal Edition (AHFE). Patient Channels are sorted by the time of the most recent activity in a Patient's Channel. Users can sort these Patient Channels by “newest” or “oldest" and by Patient Channel status,“open” or “closed.” 

To access the "All Messages" view: 

1. Select Inbox in the navigation bar.

2. By default, you will land on the "All Messages" view within the Inbox.

NOTE: The "All Messages" view displays Patient Channels, not patients. A patient will only appear in this view if they have a conversation history within AHFE. Patients with no previous conversation history can be located using the Patient Search tool in the Patients Area. From there, a new conversation can be started by opening a new Patient Channel.

Sorting and Filtering in the All Messages View

Sorting

In the "All Messages" view, "open" Patient Channels are displayed by default. To display "closed" Patient Channels, select the "open" drop-down menu below the search bar and choose "closed".

By default, both the “open” and “closed” views sort Patient Channels from newest to oldest activity, meaning the Patient Channels with the most recent activity display at the top of the list. If you want to reverse the sorting order to view the oldest Patient Channels first, select the three-dot Actions menu below the search bar and choose "Oldest first." 

Filtering

Narrow the list of Patient Channels in this view using the search box and the filters panel. You can combine keyword searches with filters for a more precise search.

The search bar lets you find patients by their name, patient ID, or phone number. To access additional filtering options, open the filters panel by selecting the button to the right of the search bar. Here, you can filter by Practice, line, Location, Provider, Device, or General. 

Users can also filter their view to only see Patient Channels that have unresolved Internal Mentions and/or that they have starred or that are marked as “Needs Action.” Learn more about Internal Mentions and Starred patients.

Once filters are selected, choose Apply Filters. A green “Filters applied” success message will appear and you will automatically return to the “All Messages” view, which will now display the list of Patient Channels that match your chosen criteria. 

It is very important to clear your filters when ready. To do this, select the filters panel, choose Clear All, then select Apply Filters.

Saved Views

Saved views offer a powerful way to quickly access your filtered lists of Patient Channels that you frequently use. Instead of reapplying the same filters repeatedly in the "All Messages" or "Scheduled" views, you can create and save a customized view, then reload it with a single click whenever needed. Click here to learn about how to create a saved view. 

Sending Messages from the All Messages View

Send one-off messages to individual patients from the "All Messages" view. To do so, follow the steps below:

• Navigate to the "All Messages" view.

• Locate the Patient Channel you want to message by conducting a patient search and using the available filters.

• Select the Patient Channel that you want to communicate with. 
  NOTE: Only one Patient Channel can be selected at a time with this form of outreach. For bulk outreach options, see the "Bulk Actions in All Messages View" section below.

• Type your message in the communication box and leverage the appropriate Smart Phrase(s) to help personalize the outreach. This will be sent as a phone call to the patient. 

• When ready, click Send. 
  NOTE: The phone call will be made to the patient from the line displayed in the top-left corner of the Patient's Channel, right under their name. To use a different line, click the drop-down menu and choose a different Practice & line combination. The options listed are Practice & line combinations that have been used to contact the patient before. To call a patient from a new line, select Open New Channel from this same drop-down menu.

Actions in All Messages View

Use Bulk Actions to take action on up to 50 Patient Channels at once. The Actions menu is available beneath the search bar in the “All Messages” view. It is a three-dot menu with two available actions: "Close/Open Channels" and "Bulk Message". This article will focus on the bulk action of closing or opening Patient Channels. Click here to learn about Bulk Messaging from the "All Messages" view.

Close/Open Channels

The "Close Channels" or “Open Channels” Bulk Action allows users to efficiently close or open up to 50 Patient Channels at once. This feature is particularly useful when there are many open Patient Channels that no longer require further action, or there are closed Patient Channels that need to be re-opened for patient outreach.

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To change a Patient Channels status in bulk, follow the steps below:

1. Navigate to the "All Messages" view.

2. Select the Actions menu (three-dot menu below the search bar). 

3. Select Close Channels.

4. Choose the Patient Channels for which you want the bulk action to close. 
   NOTE: Up to 50 Patient Channels can be selected at once.

5. Select Close Channels or Open Channels. A green success message with the number of Patient Channels impacted will display.

To close or open a single Patient Channel, select that Patient Channel from the "All Messages" view, click the Open button located in the top-right corner of the Patient Channel, then select Close. This will set the Patient Channel status to "close" and only affects the individual Patient Channel you are viewing.