WINK allows staff to communicate with patients through a two-way SMS chat directly from the patient profile. Once an SMS conversation has been initiated, staff can continue the discussion by sending custom messages or using pre-configured SMS templates to improve efficiency and consistency.
Content:
- Before You Begin
- Start an SMS Conversation
- Continue a Conversation Using the SMS Chat
- Send an SMS Template
- Notes
Before You Begin
The two-way SMS chat is only available if an existing SMS conversation (thread) already exists with the patient.
If no conversation exists, you must first send an initial SMS from the patient's profile.
Start an SMS Conversation
- Open the patient's Patient Details page.
- Send an SMS message to the patient.
- Once the message is sent, WINK will display a confirmation prompt.
The SMS thread is now created and can be used for future conversations.
Continue a Conversation Using the SMS Chat
- From the patient's profile, click Communications in the left-hand menu.
- Select SMS.
- Double-click the desired conversation thread to open the chat window.
- Enter your message and click Send.
You can send either:
- A custom SMS message.
- A pre-configured SMS template.
Your message will appear in the existing conversation thread.
Send an SMS Template
Templates allow you to quickly send standardized messages while maintaining consistent communication.
- Open the desired SMS conversation.
- Click Send SMS with Template in the upper-right corner of the chat window.
- Select:
- The desired template.
- The appropriate language.
- Click Load Template.
- Review the generated message and make any necessary changes.
- Click Send.
The message will be added to the current SMS conversation.
Templates can be used for a variety of communications, including:
- Clinic hours and location information.
- Appointment follow-ups.
- General patient reminders.
- Other commonly used messages.
Notes
- An SMS conversation must already exist before the two-way chat can be used.
- Initial SMS messages must be sent from the Patient Details page.
- All subsequent messages remain grouped within the same conversation thread.
- Templates can be edited before sending, allowing staff to personalize messages when needed.
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