Using Quick Responses

Quick responses can be used in Triggers, Manual Messaging, Bulk Messages, and Campaigns. You will be able to select any Default Quick Responses or Quick Responses created for the individual Practice.

Adding a Quick Response

Triggers

1. When crafting a Trigger, select the Lightning Bolt icon to open the Quick Responses menu. Quick Responses are listed in alphabetical order. Select the desired Quick Response to insert the message.
   
2. Once the message loads, you can review it and make necessary updates. You can also verify whether the message will be sent as a Secure Link or as plan text; use the Lock icon to update. If the Quick Response was configured with translations, they will be automatically applied to the Trigger. Patients will receive the message in their preferred language if a matching translation exists. A notification will appear at the top of the page indicating that translations have been detected. 
   NOTE: Always verify the translation with a proficient speaker before sending the message.
   

Manual Message

1. When sending a message to the patient from their Patient Channel, select the Lightning Bolt icon to open the Quick Responses menu.
   
2. Quick Responses are listed in alphabetical order. Select the one you want to use. If easier, you can also search for a Quick Response by its name. 
   
3. The message will load, allowing you to review the text and make updates. You can also confirm whether the message is being sent as a Secure Link or plain text. Click on the Lock icon to update, if necessary. 
   NOTE: Quick Responses are automatically translated into a patient's preferred language if additional translations were included during the Quick Response's creation.
   

Bulk Messages

1. When creating a Bulk Message from the "All Messages" or "Scheduled" views, select the Lightning Bolt icon to open the Quick Responses menu. 
   
2. Quick Responses are listed in alphabetical order. Select the one you want to use. If easier, search for a Quick Response by name. 
   
3. Once the message loads, you can review it and make necessary updates. You can also verify whether the message will be sent as a Secure Link or as plan text; use the Lock icon to update. If the Quick Response was configured with translations, they will be automatically applied to the Bulk Message. Patients will receive the message in their preferred language if a matching translation exists. A notification will appear at the top of the page indicating that translations have been detected. 
   NOTE: Always verify the translation with a proficient speaker before sending the message.
   
   

Campaigns

1. When creating a Campaign, select the Lightning Bolt icon to open the Quick Responses menu. Quick Responses are listed in alphabetical order. Select the one you want to use.
   
2. Once the message loads, you can review it and make necessary updates. You can also verify whether the message will be sent as a Secure Link or as plan text; use the Lock icon to update. If the Quick Response was configured with translations, they will be automatically applied to the Campaign. Patients will receive the message in their preferred language if a matching translation exists. A notification will appear at the top of the page indicating that translations have been detected. 
   NOTE: Always verify the translation with a proficient speaker before sending the message.
   

Creating Quick Responses

Quick Responses can be created at the Enterprise-level for use in all Practices (Default Quick Responses) or at the Practice-level to suit Practice-specific needs (Quick Responses).

Creating a Quick Response Template

1. Navigate to Settings > Enterprise Settings > Default QRs to create Quick Responses that will be available across your Enterprise. Alternatively, navigate to Settings > Practice Settings > Quick Responses to create a Quick Response specific to the Practice.
2. In the upper-right corner of the screen, select + Add Quick Response. On this page, you can search for a Quick Response by name or message template.
   
3. Add a Name. This is what users will see when choosing a Quick Response to insert into a patient message, so be descriptive. Then, craft your message in the Template field. 
   
   1. We recommend using Smart Phrases to add some personalization.
   2. Decide whether to save the Quick Response as a Secure or Unsecure Message.
   3. Select the EN button to include a translation for the Quick Response.
      1. Once sent, this Quick Response will send in the patient's preferred language as long as their preference matches the available translations you have included. Verify the translation with a proficient speaker.
   4. Messages must be under 1,600 characters, otherwise, the message will fail to send. You can check this by ensuring the denominator of the fraction of the character count in the bottom right corner of the message is equal to 10 or less. Learn more about SMS Character Limits and Message Formatting Guidelines.
4. Select Save Quick Response.

Edit or Delete Quick Responses

When viewing Quick Responses in Practice Settings, you will see both your Default Quick Responses and Practice Quick Responses. 
To make changes to a Quick Response, select its (...) Actions menu and choose Edit Quick Response or Delete Quick Response. Remember, Default Quick Responses can only be modified at the Enterprise-level by Enterprise Users.