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. A Patient Response can end on this Action, and ending on Transfer to Live Agent is recommended. The caller is already speaking with a live agent at that point, so a follow-up message would not reach them.

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

This Conditional Action submits a request to the EHR to refill a prescription and requires a date of birth and prescription ID information. 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
• Not Eligible for Refill
• 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 retrieves one appointment only and cannot loop through several. To let a patient choose from more than one appointment, use Retrieve Appointments instead. 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

Retrieve Appointments

This Conditional Action verifies a patient's identity and retrieves up to their next five scheduled appointments. 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 appointments are returned as a numbered list that you present to the patient with the {appointmentsList} Smart Phrase. The patient replies with a number to select one appointment, and later steps in the flow can then confirm or cancel that appointment or read its details back to the patient. For every Smart Phrase this action makes available, click here.

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. This action automatically generates the following response branches:

• Appointments Found
• No Appointments Found
• Error

Confirm Appointment

This Conditional Action confirms the single appointment the patient selected from the list returned by Retrieve Appointments.

Use this action after the patient has selected an appointment. If no appointment has been selected, the action returns an error. This action automatically generates the following response branches:

• Success
• Error

Confirm All Appointments

This Conditional Action confirms every appointment in the list returned by Retrieve Appointments in a single step, so the patient does not have to confirm each one separately.

Appointments are confirmed one at a time, so some can succeed while others fail. When that happens the flow follows the Partially Confirmed branch, where you can use the {confirmedAppointmentNumbers} and {unconfirmedAppointmentsList} Smart Phrases to tell the patient exactly which appointments were confirmed and which were not. Click here to learn more about Smart Phrases. This action automatically generates the following response branches:

• All Confirmed
• Partially Confirmed
• Error

Cancel Appointment

This Conditional Action cancels the single appointment the patient selected from the list returned by Retrieve Appointments.

There is no bulk cancel option. Patients can only cancel one appointment at a time, by design. To cancel more than one appointment, loop the flow back to the appointment list and have the patient select the next one.

An appointment is not always eligible to be cancelled. Each Practice sets an Appointment Cancellation Cutoff in Practice Settings, measured in hours before the appointment starts. A patient who tries to cancel inside that window is told the appointment is too close to cancel and to contact the office and the Conversation Fow follows the Not Eligible branch. The cutoff defaults to 24 hours when it is not set. Enter "0" to allow cancellations up to the appointment start time. This action automatically generates the following response branches:

• Success
• Not Eligible
• Error