Optimize Automated Message Workflows

A customer crafted a custom report at the practice level to view manual messages sent by staff to patients who responded after receiving automated messages. Often, patients may have similar responses to routine automations with follow-up questions around billing, directions, and scheduling, among others. Custom reporting can show elements like the automated message sent, and the patient response to the automation. 

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An analysis of these responses informed which new automation workflows could provide immediate solutions to common patient inquiries at the practice. Building this report at the practice level can expose niche, practice-specific needs for automated messages based on the patient experience. With this information, workflows can be built to create an internal mention for the right staff, send an automated response, or trigger other workflows! 

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Additionally, this report can be built to display any inbound inquiries as well from patients to configure inbound keyword automations for a more efficient automation tree that meets patients where they’re at in real time.