1. Chat Routing in wawa
Route messages from patients to specific teams within your clinic to ensure enquiries reach the right place faster and with fewer steps.
2. How Chat Routing Works
Visit Settings → Communications
Customise the default message recipient team, and response message to patients
Configure your four chat initiation options
Edit the icon, label and prompt to change what patients see in the app
Edit the assigned team to change where the initial message is directed
Edit the automatic response to change what initial message patients receive
Don’t want your patients to receive automatic responses? Uncheck the “Enable automatic responses” button at the bottom of the page.
3. How Chat Triaging Works
Chats are automatically triaged based upon the chat routing your clinic has set up
Want to reassign or add somebody to a chat? Click on the chat → click "Team" under Details → click "Reassign" or "Add person" to change who will see the conversation in their inbox. This can include reassigning and adding entire teams.
1 → Clicking Add a new person allows you to add a care team member or team within your clinic to the conversation
2 → Clicking on the "Team" tab under chat Details allows you to add individual care team members to the chat
3 → If a patient's partner is connected within the platform, there will be the option to add their partner to the chat with one simple click, with "Invite Partner"
4 → On the left-hand side of your chat window, you will be able to see Open conversations. Chats are assigned to different groups as indicated based on the Chat Routing you configured as above.
5 → Click on Closed conversations to view conversations that have been resolved or closed. Conversations that are resolved have been marked as such by a care team member, or have been resolved due to a period of inactivity. Conversations that are closed are locked for participation from patients, and patients will have to start a new conversation.
Conversations – even closed ones – are always available for patients to view in the app
The period of time before the resolution or closing of a conversation can be configured in the Chat tab of your clinic settings