Manage the Triage Section
What is the Triage?
Triage is similar to your inbox, however, it filters incoming responses into Unknown, Help, Other Keywords and Flow Reply folders. The Triage is meant to help the console user know who will need further assistance at a glance, instead of sifting through the Inbox for text messages. Incoming messages will display in the Triage and require action taken from a console user to remove from the display.
Types of Replies
Unknown Messages
SMS received from a person which do not have a predefined system response, will automatically receive your Unknown Keyword. All participant responses which trigger the Unknown Keyword response will display under the Unknown tab in Triage.
Help Messages
A person who replies with HELP should receive an automatic response from the system that informs them about the service to which they are opted in and how they can be opted out. All participant responses which trigger the Help Keyword response will display under the Help tab in Triage.
Other Keywords
If you have created Console Keywords, or TXT4Info keywords, you can flag these items on to display under this tab in triage. To learn more about how to Hide or Add Keyword responses to your Other Keywords section in Triage, click HERE. To learn how to create your own Console Keywords or TXT4Info Keywords, click HERE.
Flow Reply
When creating a Broadcast, Campaign Message, you have the opportunity to ask questions to your audience. Defining how the system will respond based on the participants response is called a Flow Reply. All participant responses which trigger your Flow Replies will display under the Flows tab in Triage. If you have multiple broadcast campaigns that contain a Flow Reply, responses will be organized by the name of the campaign as seen below. To learn how to create a campaign message with a flow reply, click HERE.
Example Message: 1-Day Post Procedure Check-In
Charlie, we're checking in regarding your procedure. Would you like a call back from a nurse? Must reply YES or NO.
Flow Reply if patient responds YES...
Thank you for letting us know. A nurse will be calling you during normal business hours.
Flow Reply if patient responds NO...
Thank you. If you have any questions or concerns, please call your physician's office.
Clearing Messages from Triage
Navigate to the Home tab, and at the bottom of the page you should see the Triage. Messages can be removed one at a time by either sending a direct text, by selecting the Check Mark button located under the Actions column to add a note, or to multiple people at once by using Bulk Actions.
Unaddressed messages will stay in the Triage for up to 1 year after they were received. After 1 year has passed, messages can still be found in the Inbox, but will no longer display in Triage.
Send Direct Text
1) If you'd like to remove the message from Triage by sending a Direct Text, select the persons phone number listed below the Mobile column.
2) Next, a new window will open to allow you to send a direct text to that person. You will see a check box marked and labeled, Also Remove from Triage List. Once you create your message and hit send, the message will no longer display in the Triage section.
Add Note
1) Select the Check Mark button located in the Actions column, next to the message you'd like to remove from Tirage.
2) A new window should open that will allow you to write a note about what action was taken to address that text message. What is documented can vary based on your organization's work flow, however, you do have to type in the text box in order to select ok and move forward with adding the note to the patients history. In the example below I documented "left patient a voicemail". After you select ok, the message will be removed from Triage.
3) After your note is added, you can see your documentation by reviewing the person's messaging history as seen below. Your note will be added with a date/time stamp as well as the users email address who created the note.
Bulk Actions
1) If you would like to add a note, or direct text multiple people, or all people within your triage, use the check boxes listed in the far left column to select the messages you'd like to complete a bulk action.
2) By selecting Add Action, you will be able to add a note to each person selected or you can select Direct TXT to send a text message to each person selected.
Browser Notification
A Triage-counter is located within the browser tab and automatically updates every few seconds to keep you informed about how many messages are in Triage awaiting attention. In the example below, you can see that I have 8 messages that need attention.
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