When adding actions to Patient Responses in your Conversation Flows, you have a set of system-defined options. The function of each action is defined below.

Standard Actions

Standard Actions perform a function without returning a response or status to the Conversation Flow. You can use multiple Standard Actions for a single response.

Add Mention and Message

Use this Action to message Enterprise Admin Users and/or Enterprise User Groups when something needs their attention. You can mention multiple Enterprise Admin Users/Enterprise User Groups with the same message on a single Action. If you want to add separate messages for each Enterprise Admin User/Enterprise User Group, you will need to create multiple Mention Actions. 

Set Patient Channel Status

Use this Action to open or close the Patient's Channel based on the patient's response. Open Patient Channels will appear at the top of the Recent Messages view for staff to work.

Set Patient Appointment Status

Use this Action to update the patient's Appointment Status based on their response. You have the option to set the Appointment Status to confirmed, canceled, or rescheduled.

Transfer to Live Agent

Use this action to transfer the IVR call to a live agent by dialing a specified phone number The phone number must be entered in the corresponding field when creating the Conversation Flow. Although the Conversation Flow requires a final message after all actions, please note that in the case of a Transfer Live Agent action, this message will not be delivered to the caller. However, it is still required and may contain placeholder text.

Conditional Actions

Conditional Actions perform specific functions and return a predetermined response. This automatically creates branches in the Conversation Flow for each possible response. You can combine one or more Standard Actions with a single Conditional Action for any given response. However, you can only ever include one Conditional Action.

Identity Verification

This Conditional Action verifies a patient's identity by cross-referencing their date of birth and Veteran ID with a veteran record in the system. Before this action can be used, the Conversation Flow must collect this required information from the patient. If the provided data is invalid, the action will return an error. This action automatically generates response branches for Identity Verification Success and Identity Verification Failure.

Loop to Message

This Conditional Action lets you loop the Conversation Flow back to a previous message node within the current branch. You cannot loop to another branch or a lower message. Use the Internal Title to select the message node you want to loop back to. The system automatically creates a branch for the loop exit, which the flow will follow after the 20th loop. NOTE: The max number of times through the loop is 20.

Refill/Renew

This Conditional Action submits a request to the EHR to refill or renew prescription and requires a date of birth and prescription ID information. This Conditional Action submits a request to the EHR to refill or renew a prescription. The system automatically determines which action to take based on the prescription's status and eligibility. To use this action, the Conversation Flow must first collect the patient's date of birth and Prescription ID. If the provided information is invalid, the action will fail and return an error. It automatically generates the following response branches for each possible outcome:

• Refill Submitted
• Renewal Submitted
• Not Eligible for Refill/Renew
• Prescription Not Found
• Error

Retrieve Prescription

This Conditional Action retrieves a prescription and it's status, allowing subsequent messages to populate Smart Phrases with the correct information. The action requires a date of birth and Prescription ID, which must be collected from the patient earlier in the Conversation Flow. If the provided information is invalid, the action will return an error. This action automatically generates the following response branches:

• Prescription Found
• Prescription Not Found

Retrieve Next Appointment

This Conditional Action verifies a patient's identity and retrieves their next scheduled appointment. The search is limited to the specific practice associated with the phone number the patient called, and it will not look for appointments at any other practice.The information is then used to populate event Smart Phrases in subsequent messages. 

This action requires the patient's date of birth and Veteran ID, which must be collected earlier in the Conversation Flow. Since this action performs its own verification, you do not need to include a separate Veteran Identity Verification action. If the provided information is invalid, the action will return an error. This action automatically generates the following response branches:

• Success
• No Appointment Found
• Veteran ID Not Found