Conversation Flows are used to engage the patient, ask questions, and deliver helpful, friendly responses without requiring any staff intervention. Let’s review how Conversation Flows will appear in the Patient Channel.

Root Message and Event Initiation Message

When a patient receives the initial message in a Conversation Flow, known as the "Root Message," an Event Message is added to the Patient's Channel.

Patient Response and In Progress Event Message

As the patient engages with the Conversation Flow, you will be able to view their response(s) and the associated Event Messages.

Patient Response and Completion Event Message

Once the patient has completed the Conversation Flow sequence, the session will automatically complete.

Patient Channel FAQ

How do I distinguish between a Conversation Flow Call Message and another call message?

Similar to other Artera Harmony Federal Edition (AHFE) reminders, call messages that are delivered through one of our automated options are displayed under the familiar "Artera-Bot" on the right side of the Patient Channel. The easiest way to distinguish between a Conversation Flow call and another automated AHFE call is to look for the Event Message boxes that appear in the Patient's Channel. Those Event Messages display as a patient progresses through a Conversation Flow's sequence. 

How do I know when a patient responds to a Conversation Flow?

Patient responses to a Conversation Flow appear in the Patient's Channel. There is also an Event Message that populates based on the patient's response. Remember: Event Messages are only visible to staff users are designed to provide context.

How does a Conversation Flow end?

There are two ways for a Conversation Flow to end: Completion and Expiration.

1. The Conversation Flow session is completed successfully, meaning the patient reached the end of the Conversation Flow. 
2. The Conversation Flow session expired. Each of the below expiration reasons populates with a unique Event Message:
   1. Expired due to an Outgoing Message: Another phone call is made to the patient from AHFE that is not a part of the Conversation Flow (Manual message, Trigger, Campaign). 
   2. Expired due to session timeout: The patient did not respond within the timeframe set on the Conversation Flows Configuration page. NOTE: This is not applicable to AHFE.
      

Should Artera users interact with Conversation Flows?

We recommend not interrupting the Conversation Flow unless the message to the patient is critical or urgent. Sending a separate phone call to the patient will automatically end the Conversation Flow's session.

NOTE: Adding an Internal Mention to a Patient's Channel will not interrupt a running Conversation Flow. 

Please contact your management team for guidance on when it is appropriate to interrupt a Conversation Flow.