Using Quick Responses

Quick responses can be used in Triggers, Manual Messaging, Bulk Messages, and Campaigns. You can select any Quick Response that is available to the Practice you are messaging patients from. When one message reaches patients in more than one Practice, you can only select the Quick Responses that every one of those Practices can use.
NOTE: Only one Quick Response can be used per outbound message.
NOTE: Adding more Practices to a message may make the Quick Response dropdown list shorter as a Quick Response that only some of the selected Practices can use does not appear.

Language Indicators in the Quick Response Menu

When composing a message in a patient's preferred language other than English, the Quick Response menu helps users identify which responses have a matching translation. Quick Responses with a translation in that language are listed first, while those without a matching translation display a "No [language] version" label (e.g., "No Spanish version"). Users can select any Quick Responses, the label is informational only. 

Adding a Quick Response

Triggers

1. When crafting a Trigger, select the Lightning Bolt icon to open the Quick Responses menu. Quick Responses are listed in alphabetical order. Select the desired Quick Response to insert the message.
   
2. Once the message loads, you can review it and make necessary updates. You can also verify whether the message will be sent as a Secure Link or as plan text; use the lock icon to update. If the Quick Response was configured with translations, they will be automatically applied to the Trigger. Patients will receive the message in their preferred language if a matching translation exists. A notification will appear at the top of the page indicating that translations have been detected. 
   NOTE: Always verify the translation with a proficient speaker before sending the message.
   

Manual Message

1. When sending a message to the patient from their Patient Channel, select the Lightning Bolt icon to open the Quick Responses menu.
   
2. Quick Responses are listed in alphabetical order. Select the one you want to use. If easier, you can also search for a Quick Response by its name. 
   
3. The message will load, allowing you to review the text and make updates. You can also confirm whether the message is being sent as a Secure Link or plain text. Click on the Lock icon to update, if necessary. 
   NOTE: Quick Responses are automatically translated into a patient's preferred language if additional translations were included during the Quick Response's creation.
   

Bulk Messages

1. When creating a Bulk Message from the "All Messages" or "Scheduled" views, select the Lightning Bolt icon to open the Quick Responses menu. 
   
2. Quick Responses are listed in alphabetical order. Select the one you want to use. If easier, search for a Quick Response by name. 
   
3. Once the message loads, you can review it and make necessary updates. You can also verify whether the message will be sent as a Secure Link or as plan text; use the Lock icon to update. If the Quick Response was configured with translations, they will be automatically applied to the Bulk Message. Patients will receive the message in their preferred language if a matching translation exists. A notification will appear at the top of the page indicating that translations have been detected. 
   NOTE: Always verify the translation with a proficient speaker before sending the message.
   
   

Campaigns

1. When creating a Campaign, select the Lightning Bolt icon to open the Quick Responses menu. Quick Responses are listed in alphabetical order. Select the one you want to use.
   
2. Once the message loads, you can review it and make necessary updates. You can also verify whether the message will be sent as a Secure Link or as plan text; use the Lock icon to update. If the Quick Response was configured with translations, they will be automatically applied to the Campaign. Patients will receive the message in their preferred language if a matching translation exists. A notification will appear at the top of the page indicating that translations have been detected. 
   NOTE: Always verify the translation with a proficient speaker before sending the message.
   

Creating Quick Responses

Quick Responses can be created at the Enterprise-level or at the Practice-level.

Enterprise-level Quick Responses are created under Enterprise Settings > Default QRs and are called Default Quick Responses. When a user creates one, they choose who it is for: every Practice in the Enterprise or only the Practices chosen.

Practice-level Quick Responses are created on a single Practice's Quick Responses page and belong to that Practice alone.

Creating a Quick Response Template

1. Navigate to Settings > Enterprise Settings > Default QRs to create Quick Responses that will be available across your Enterprise or multiple Practices. Alternatively, navigate to Settings > Practice Settings > Quick Responses to create a Quick Response specific to a single Practice.
2. In the upper-right corner of the screen, select + Add Quick Response. On this page, you can search for a Quick Response by name or message template.
   
3. Add a Name for the Quick Response. This is what users will see when choosing a Quick Response to insert into a message, so be descriptive. Then, craft your message in the Template field.  
   • We recommend using Smart Phrases to add personalization.
   • Decide whether to save the Quick Response as a Secure or Unsecure Message.
   • Select the EN button to include a translation for the Quick Response.
     1. Once sent, this Quick Response will send in the patient's preferred language as long as their preference matches the available translations you have included. Verify the translation with a proficient speaker.
   • Messages must be under 1,600 characters, otherwise, the message will fail to send. You can check this by ensuring the denominator of the fraction of the character count in the bottom right corner of the message is equal to 10 or less. Learn more about SMS Character Limits and Message Formatting Guidelines.
     

4. Choose which Practices can use this Quick Response. This step appears only when you are working in Default QRs. Choose All Practices to make the Quick Response available to every Practice in your Enterprise.

   Choose Specific Practices to make the Quick Response available to only the Practices you name. Then select each Practice from the Select Practices list. Select all adds every Practice at once. To remove a Practice, select the X beside its name.
   

   
   

   
   

Fill-in-the-Blank Placeholders

You can add a placeholder to a Quick Response template for information the sender must fill in before sending, such as an account number or a date. Write the placeholder between curly brackets and use text that tells the sender what to enter:

"Your balance of {ENTER AMOUNT} is due on {ENTER DUE DATE}."

When a user inserts the Quick Response into a message, each placeholder appears highlighted in yellow. The sender replaces each one before sending.

Edit or Delete Quick Responses

When viewing Quick Responses at the Practice-level (Practice Settings > Quick Responses), you will see every Quick Response that Practice can use. The Level column on this page displays where each Quick Response lives:

• Enterprise: Created at the Default-level and is shared with all Practices in the Enterprise.
• Multi-Practice: Created at the Default-level and is shared with this Practice and at least one other.
• Practice: Created on this Practice's own Quick Responses page.

On the Default QRs page (Enterprise Settings > Default QRs), the Practices column displays similar information. It reads "All Practices" if the Quick Response can be used by all Practices or it lists the Practices by name if it's only available to certain Practices.
To make changes to a Quick Response, select its (...) Actions menu and choose Edit Quick Response or Delete Quick Response. 

NOTE: At the Practice-level, these choices are only available when the Quick Response's Level is Practice. Enterprise and Multi-Practice Quick Responses displayed on this page are both managed at the Enterprise-level by Enterprise Users.

NOTE: Editing a Quick Response that is shared with multiple Practices will apply the chages to all those Practices. Similarly, deleting a shared Quick Response removes it from every Practice it shared with.