Internal Mentions simplify collaboration across Artera Harmony Federal Edition (AHFE), bringing together relevant users and ensuring action items make it into the hands of the correct individuals. 

You can tag users, User Groups, or Enterprise User Groups when adding an Internal Mention to a Patient Channel. The tagged user(s) are automatically granted temporary permissions to the Patient Channel where the Internal Mention was created, even if they would not normally be able to access the Patient Channel. 

Internal Mentions Overview

Internal Mentions can be created manually or automatically by Artera. 

Automatic Mentions

• Conversation Flows Actions can create Internal Mentions for Enterprise Users or Enterprise User Groups based on the patient response. Click here to learn more. 

Manual Mentions

Creating an Internal Mention

1. Open the Patient Channel where you would like to create the Internal Mention. 
2. Select @ Mention in the communication box.
3. Insert the "@" symbol to tag a User, User Group, or Enterprise Group. Once you insert the “@” symbol, you will receive suggestions about who you might be trying to mention. These appear in the following order: User Groups (Practice-specific), users (Staff/Manager and Enterprise), then Enterprise Groups. 
   NOTE: You are unable to internally mention Staff or Manager Users who do not have access to the Practice where you are using the Internal Mention feature. Enterprise Users are not limited to a specific Practice and can be internally mentioned in any Practice. 
4. Type the corresponding message to the user or User Group you are mentioning. You can use Smart Phrases and Quick Responses as needed. 
   NOTE: This message will not be visible to the patient.
5. Select Send. This will automatically do two things:
   1. Notify the tagged user, User Group, or Enterprise User Group that they have been mentioned by updating their Internal Mentions. Users can locate their Internal Mentions by navigating to Inbox > All Messages. Then, use the filters to filter their view by Internal Mentions (see more details on filtering below).
   2. Place the Patient Channel in a "Needs Action" status and marks it as having an unresolved mention with a red triangle in the upper right corner of the Patient Channel.  

Viewing Your Mentions

Access your Internal Mentions from the All Messages or Scheduled views within the Inbox or from a custom saved view. In any of these views, Patient Channels with unresolved mentions will display an "@" symbol indicating an unresolved mention and an orange "!" symbol indicating a "needs action" status. 

NOTE: Patient Channels with unresolved Internal Mentions will display under the "open" tab in the All Messages view.

All Messages view

Users can narrow down their "All Messages" view to see only Patient Channels where they are tagged with unresolved Internal Mentions. Here's how:

1. Open the Filters Panel by clicking the filter button located to the right of the patient search bar
2. Search for and select your name in the @ Internal Mentions field. You can also search for and select any User Groups you belong to. 
   NOTE: While other filters can be added, using the "Internal Mentions" filter will limit the user's view to Patient Channels where they are mentioned and that meet any other criteria they've selected.
3. Click Apply Filters.

A "Filters applied" success message will appear and your "All Messages" view will automatically update to show only the relevant Patient Channels where you are tagged. 

Scheduled view

Users can also easily narrow down their "Scheduled" view to see only appointments associated with Patient Channels where they are tagged with unresolved Internal Mentions. Here's how:

1. Open the Filters Panel by clicking the filter button to the right of the search bar.
2. Search for and select your name in the @ Internal Mentions field. You can also search for and select any User Groups you belong to.
   NOTE: While you can add other other filters, using the @ Internal Mentions filter will limit your view to appointments in Patient Channels where you are mentioned and that meet any other criteria selected.
3. Click Apply Filters.

Your Scheduled view will then update to display only the appointments that meet your criteria.

Saved Views - Internal Mentions

Saved Views offer a powerful way to quickly access your filtered lists of Patient Channels. Instead of reapplying the same filters repeatedly in the All Messages or Scheduled views, you can create and save a customized view, then reload it within a single click whenever needed. 

Your saved views are unique to you, so you can tailor them to your specific workflows without worrying about them appearing in your colleagues’ views. Patient Channels with unresolved Internal Mentions can be included in your saved views for even quicker access to your most important communications. 

To create a saved view that includes your unresolved Internal Mentions, follow the steps below:

1. Navigate to the All Messages or Scheduled views, depending on where you are creating the saved view from.

2. Apply your desired filters using the filters panel, ensuring that you select your name or the name of the User Group(s) you are part of in the @ Internal Mentions field. 

3. Select Create View.

4. Name your saved view and select Save.

Your newly created view will appear under the “My Views” section in the left-hand Navigation Bar. To load a saved view, simply select it in the My Views list. This saved view will always display the Patient Channels or appointments that match your filter criteria.

To delete a saved view, follow the steps below:

1. Select the saved view you want to delete.

2. Select the filters panel located at the top of the saved view.

3. Select the trash can icon.

4. A dialog box will appear asking you to verify that you want to delete the view. It also indicates that deleting a saved view will not delete any messages within that view.

5. Select Delete. A green success message will appear indicating that the view has been deleted.

NOTE: Saved views store your filter criteria, not a static list of Patient Channels nor appointments. This means that each time you load a saved view, you will likely see an updated list of Patient Channels that you are mentioned in or appointments that currently match your saved filter settings.

Resolving Internal Mentions

When you receive an Internal Mention, you will likely need to take action to resolve the request.

Manually Resolving the Mention

Use the (...) Actions menu next to the Internal Mention in the Patient Channel and select Resolve Mention. You can also resolve Internal Mentions by selecting the (...) Actions menu in the top-right corner of the Patient Channel and choosing Resolve My Mentions or Resolve All Mentions if there also User Groups that you are a part of mentioned in the Patient Channel.

If a Patient Channel has multiple outstanding Internal Mentions for different users, Managers and Staff users are only able to manually resolve the Internal Mentions they are tagged in or that they created themselves. Enterprise Users will be able to manually resolve any open Mentions within the Patient Channel.