Internal Mentions simplify collaboration across Artera, bringing together all relevant parties and ensuring action items make it into the hands of the correct individuals. 

You can tag individual users, User Groups, or Enterprise User Groups when creating an Internal Mention. The tagged user(s) are automatically granted temporary permissions to the Patient Channel where the Internal Mention was created. 

However, it is important to remember this distinction: the user you tag must already be a member of the Practice where the Patient Channel exists. The only exception is when you tag an Enterprise User Group that has been enabled for that Practice. In that case, a user who is part of that Enterprise User Group will obtain temporary access to that Patient Channel even if they are not a member of the Practice. The user does not need to have access to the specific line being used as the Internal Mention itself provides them with temporary access to the Patient Channel. 
 

Internal Mentions Overview

Internal Mentions can be created automatically or manually in Artera. 

When using Internal Mentions, it is important to resolve the Internal Mentions as they are worked. When a Practice accumulates unresolved mentions, issues with loading can occur within Artera. If you have many unresolved mentions, please go through and resolve them. See the Resolving Mentions section below for more information.

Automatic Mentions

• Inbound Message Triggers can be used to automatically trigger an Internal Mention creation. A common example of this is creating an Internal Mention tagging a specific user or User Group when the patient texts in a keyword such as “billing.” Click here to learn more.
• Conversation Flows Actions can create Internal Mentions for Enterprise Users or Enterprise User Groups based on the patient response. Click here to learn more. 
  
  

Manual Mentions

You can also create Internal Mentions directly within a Patient Channel. 

Creating an Internal Mention

Let’s review:

• Open the Patient Channel where you would like to create the Internal Mention. 
• Select @ Mention in the communication box.
  
• Insert the "@" symbol to tag a User, User Group, or Enterprise Group. Once you insert the “@” symbol, you will receive suggestions about who you might be trying to mention.
  NOTE: A user will see an alert if they type an "@" followed by text (no spaces) directly into the "Text" field rather than the "@ Mention" field.
  
  
• OPTIONAL: Type a message to the user or User Group you are mentioning, informing them of which action should take place. You can use Smart Phrases and Quick Responses as needed. 
  NOTE: This message will not be visible to the patient.
  
• Select Send Internal. This will automatically do two things:
  1. Update the total count of unresolved Internal Mentions in the "Unresolved Mentions by Practice Tile" in the Homepage. 
     
  2. In the "All Messages" view, place the Patient Channel in a "Needs Action" status by marking it with a red "!" warning icon in the upper right corner of the Patient Channel card and a red "@" symbol indicating an unresolved mention as well.  
     

External User Notifications

Depending on their user type and notification settings, Artera users will be notified that they have been tagged in a Patient Channel. See below for more information:

When will the notification be sent?	Overnight (Email)	Instantly (Email)	Instantly (Text)
What will the notification look like?
Who will receive this notification?	Users with unresolved Internal Mentions. Users part of a User Group with an unresolved Internal Mention.  Users part of an Enterprise User Group not set up to receive an instant notifications with an unresolved Internal Mention.	Users part of an Enterprise User Group configured to receive instant email notifications.	Users part of an Enterprise User Group configured to receive instant text message notifications.

Viewing Your Mentions

Access your Internal Mentions from the "All Messages" or "Scheduled" views within the Inbox or from a saved view. In the "All Messages" view, Patient Channels with unresolved mentions will display a red "@" symbol indicating an unresolved mention and a red "!" symbol indicating a "needs action" status. 

NOTE: Patient Channels with unresolved Internal Mentions will display under the "open" tab in the "All Messages" view.

All Messages view

Narrow your "All Messages" view to see only Patient Channels where you are tagged with unresolved Internal Mentions. Here's how:

1. Open the Filters Panel by selecting the filter button located to the right of the patient search bar.
   
2. Search for and select your name in the @ Internal Mentions field. You can also search for and select any User Groups you belong to. 
   NOTE: While other filters can be added, using the "Internal Mentions" filter will limit your view to Patient Channels where you are mentioned and that meet any other criteria you've selected.
   
3. Select Apply Filters.
   

A "Filters applied" success message will appear and your "All Messages" view will automatically update to show only the relevant Patient Channels where you are tagged. The Filters Panel will also update with the count of filters applied to your view. 

Scheduled view

You can also narrow the "Scheduled" view to see only appointments associated with Patient Channels where you are tagged with unresolved Internal Mentions. Here's how:

1. Open the Filters Panel to the right of the search bar.
2. Search for and select your name in the @ Internal Mentions field. You can also search for and select any User Groups you belong to.
   NOTE: While you can add other other filters, using the "@ Internal Mentions" filter will limit your view to appointments in Patient Channels where you are mentioned and that meet any other criteria selected.
   
3. Click Apply Filters.
   

A "Filters applied" success message will appear and your "Scheduled" view will automatically update to show only the relevant patients where you are tagged. The Filters Panel will also update with the count of filters applied to your view. 

Resolving Internal Mentions

When you receive an Internal Mention, you will need to take action to resolve the request.

Messaging the Patient

Whether you are tagged individually or as a group member, messaging the patient will resolve the unresolved Internal Mention. If you are part of the User Group tagged, messaging the patient will resolve the Internal Mention for the entire User Group.

If a Patient Channel has multiple outstanding Internal Mentions for different Artera users, sending a patient message will only resolve your Internal Mention(s), unless you are an Enterprise User. If an Enterprise User messages a patient with unresolved Internal Mentions, all Internal Mentions will be automatically resolved even if the Enterprise User does not belong to the User Group or is not the user who was mentioned. 

Manually Resolving the Mention

Use the (...) Actions menu next to the Internal Mention in the Patient Channel and select Resolve Mention. 
You can also resolve Internal Mentions by selecting the (...) Actions menu in the top-right corner of the Patient Channel and choosing Resolve My Mentions or Resolve All Mentions if there also User Groups that you are a part of that are mentioned in the Patient Channel.

If a Patient Channel has multiple outstanding Internal Mentions for different users, Managers and Staff Users are only able to manually resolve the Internal Mentions they are tagged in or that they created themselves. Enterprise Users will be able to manually resolve any open Mentions within the Patient Channel.