1. Chat in the wawa platform
Use the wawa Chat feature to communicate directly with patients through the platform and app.
2. Initiating Chats
Starting Chats – as a Clinician
From the platform, you can start chats with patients either through the Chat tab, or the patient’s profile.
From the Chat tab: When in the Chat tab without a conversation selected, you can click “New message to,” and indicate the patient to which you wish to send a message.
From a Patient’s page: On the left-hand menu, under “Patient interactions” select “Chat.” From here you will be able to see a patient’s chat history, as well as initiating a new conversation using the button on the top right.
From the platform Dashboard you are also able to view recent messages, by looking at the section on the right-hand side.
Starting Chats – as a Patient
Patients are able to start chats within the app, or the patient web portal.
Access the Chat by clicking the Chat icon in the top right corner, or visit the Clinic tab, and click “Messages”
Patients can view Archived conversations, or click “Start a New Conversation”
Patients can either directly type a message, or select a pre-defined chat option. Read more about Chat Routing.
Patients can add attachments from their device’s Camera, Photo Library, Documents, and Scanner
Files that are shared in the Chat are automatically saved on the patient’s profile. You can read more about files and documents here.
Once a chat is closed or archived, patients will need to start a fresh chat. All chat history is available, however, within the “Archived” tab of the chat page.
3. Responding to and Managing Chats
Chats are grouped and routed based on the settings you configure, as explained below and in Chat Routing.
You can navigate between and locate the message to which you wish to reply on the left-hand side of the platform Chat tab.
On the lower-hand of a chat, you can toggle between sending a message to a patient or adding an internal note. You can also attach files and send the message from here.
On the right-hand side of a chat, you can view patient information, add additional individual participants, view chat history and associated files.
On the upper-hand of a chat, you can resolve the chat which will move it to the “Closed conversations > Resolved” tab. Writing again in the chat will re-open it, and you have the option to manually close and lock the conversation from here, before the time period when a conversation is automatically closed – as configured below. You can also add additional individual or team participants.
4. Configuring your Clinic’s Chat Settings
You can configure your clinic’s Chat settings in the “Communications” tab of the clinic settings.
Configure your Chat Routing settings under the “Chat” section
In this section you can also indicate after what period of time conversations are resolved, and closed.
Set the periods during which patients can send messages under the “Chat opening hours” section
Under the “Patient Portal” tab of the clinic settings you can enable/disable the Chat and Out-of-hours messaging.