While Artera maintains a permanent record of all patient communications, we understand that certain content may occasionally need to be removed from view. If you encounter inappropriate messages or images, Enterprise or Manager Users can hide them using the "Staff Safety Controls" functionality. 

Configure "Staff Safety Controls" Permission

Permissions can be configured to allow Enterprise Users or Enterprise and Manager Users to use the "Staff Safety Controls" feature. This is not available to Staff Users. 

1. Enterprise Users can adjust this permission under Enterprise Settings > Permissions.
2. From the Staff Safety Controls drop-down, indicate the minimum access level required for this permission. 
   1. Choosing Manager allows both Manager and Enterprise Users to hide messages and images.
   2. Choosing Enterprise only allows Enterprise Users to hide messages and images.
3. Select Save Permissions.

Hiding Messages and Images

Let’s review how to hide inbound images and messages within a Patient's Channel.

1. Select the three-dot menu located to the left of an inbound message in a Patient's Channel and choose Hide message.
   
   

2. The message or image will be blurred in the Patient's Channel. This will not impact the patient's view.

Viewing Hidden Messages 

Images and messages can only be unhidden by users who have the permission to hide the message or image. To unhide a message or image, select the three-dot menu located to the left of the hidden content and choose Unhide message.

Block a Spam Number

Hiding a message removes it from view for your staff. It does not stop the sender. If the same number keeps messaging into your line, ask Artera to block it.

To request a block, submit a Lines and Resources Request with the phone number you want blocked.

When a blocked number sends a text to one of your lines, the sender receives an automatic reply. The reply tells the sender to call 911 if they have an emergency, states that the number is blocked from texting the line, and points them to your organization's phone number or website when Artera has one on file for you:

"If this is an emergency, call 911. Your number is blocked from texting this line. Please call [your organization] at [your phone number] instead."

If Artera has a website on file instead of a phone number, the reply asks the sender to contact your organization at that address. If Artera does not have a contact on file for your organization, the reply points the sender to their care team instead. Contact Artera Support if you want to add or change the contact that appears.

A blocked number that calls one of your lines hears a spoken message instead. It tells the caller to hang up and dial 911 in an emergency, and otherwise to contact their care team directly. The call then ends without reaching your staff. The spoken message never names your organization's phone number or website, even when Artera has one on file.

NOTE: A blocked number that texts an opt-out, opt-in, or help keyword receives the reply for that keyword instead. A sender using a toll-free number receives a shorter reply that does not include the 911 guidance. Blocked texts and calls are never shown to your staff and are not stored.