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.

Add Mention and Message

Use this Action to message Enterprise Users and/or Enterprise User Groups when something needs their attention. You can mention multiple Enterprise Users/Enterprise User Groups with the same message on a single Action. If you want to add separate messages for each Enterprise 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 specific phone number to speak to a live agent.

Identity Verification

Use this action to transfer the IVR call to a specific phone number to speak to a live agent. This conditional action verifies the identity of the patient against veteran record in the system and requires their date of birth and veteran ID.

Loop to Message

This conditional action connects to a previous message node to loop the Conversation Flow. 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.

Retrieve Prescription

This conditional action retrieves a prescription and it's status so that subsequent messages can populate Smart Phrases with the correct information. This requires a date of birth and prescription ID information.

Retrieve Next Appointment

This conditional action verifies the patient's identity and retrieves the next scheduled appointment for the practice. This requires a date of birth and veteran ID information.