A 'Message' is a single message sent to or received from a client.
A 'Conversation' is a thread of messages exchanged between a clinic and a client.
Searching for an individual message
You can search for any individual message sent between you and your client by using the search box at the top of the screen.
Enter your search term, which can be:
Client name
Client ID
Mobile number
Patient name
Message content
and select the ‘Messages’ option
The search results screen will display all individual message results that match your search criteria.
Each search result will display:
The date and time of the message
The client name, mobile number, and patient (if applicable)
The first 3 lines of the message content (with the option to expand by selecting 'Read more' if the message contains more content)
Message type
An icon showing whether the message is inbound or outbound
The name of the person who sent the message (This can be the Digital practice user name, client name, or system)
Message status
On this screen, you can use the filters available to further narrow down your search results. Filters are available for:
Message type
Status
Sent date
Message direction (incoming or outbound message)
Sort is also available, allowing you to sort from newest first /oldest first
Where a message is within a conversation, on the 3 dots menu on the search results line, you can select 'Go to conversation', which will take you to view the message within the specific conversation. (Where ‘No associated conversation’ displays, this is because the message is independent and not associated with any conversation)
Searching for a conversation
You can search for any conversation between you and your client by using the search box at the top of the screen.
Enter your search term, which can be:
Client name
Client ID
Mobile number
Patient name
and select the ‘Conversations’ option
The search results screen will display all conversations that match your search criteria.
Each search result will display:
How long ago the last message was sent within the conversation
The client's name and patient (if applicable)
The message summary (if entered) & the first 1st line of the latest message within the conversation
Owner
Assignee
Message status
On this screen, you can use the filters available to further narrow down your search results. Filters are available for:
Conversation status
Date started
Assignee
Owner
Sort is also available, allowing you to sort from newest first /oldest first
You have the option to preview the conversation content by selecting the 'Toggle preview pane' button in the top right of the screen. Once the preview pane is open, select a conversation row and the content of the conversation will display.
You also have conversation actions which can be carried out from this screen by selecting the check box next to each conversation you want to action.
Select the actions button in the top right of the screen
You have the following options:
Mark as read
Mark as unread
Export as PDF
Block sender
Resolve conversation
Resolve and export as PDF
