Communication

Understanding the Communication Page

The Communication Page is a centralized hub where you can view all messages sent to an account, including emails, text messages, and paper statements. It offers a detailed overview of communication activity, making it easy to track and manage interactions with your patients or customers. Features of the Communication Page 1. Overview Dashboard: - Displays key metrics for the selected time period, including: - Total Messages sent. - Breakdown by Emails, SMS (Text), and Paper Statements. - Messages per Account statistic. 2. Filters and Sorting Options: - Use the dropdowns at the top to filter communications by: - Communication Type (e.g., Email, SMS, Paper Statement). - Message Source (e.g., Payment Request, Reminder). - Templates used. - Adjust the date range to focus on specific timeframes. 3. Detailed Communication Logs: - Each entry provides the following details: - Account Name: The recipient of the communication. - Template: The type of message template used. - Date Sent: The exact date the message was sent. - Type: The delivery method (Email, SMS, Paper). - Source: What triggered the message (e.g., Payment Request). - Status: Indicates whether the message was successfully delivered. 4. Pagination and Row Controls: - Adjust the number of rows displayed per page. - Navigate between pages of communication logs for detailed browsing. Viewing Message Details When you click on a communication message in the log, you’ll see the full details of the message, including: - Template Preview: A replica of the email, text, or statement that was sent. - Message Content: The exact wording used in the communication. - Recipient Details: Information about the account the message was sent to. This feature helps ensure transparency and accuracy in your communications by allowing you to review what was sent to your patients or customers. Tips for Using the Communication Page - Track Delivery Success: Monitor the status column to ensure all messages are successfully delivered. - Verify Content: Use the template preview feature to confirm the message’s content and format. - Identify Trends: Leverage filters to analyze communication trends over time or by specific categories. FAQs Can I resend a message from this page? No, the Communication Page is for viewing and tracking messages. To resend a message, navigate to the appropriate account or message template and initiate the process there. What should I do if a message fails to deliver? If you notice a failed message, verify the contact information in the account details. Correct any errors and resend the communication as needed. Can I download communication logs? Currently, the logs cannot be downloaded directly. However, you can use filters and screenshots to document communication history. For further assistance, please contact our support team. The Communication Page ensures you always stay informed and organized with your patient or customer interactions. 4o

Hosted SMS – Send Texts from Your Phone Number

Hosted SMS allows your office to send all SMS (text messages) from your office’s phone number instead of a generic 1-800 number. This improves the patient experience, increases trust, and can significantly boost message engagement and conversion rates. Benefits of Hosted SMS 1. Enhanced Trust: - Messages sent from your office’s phone number are less likely to be mistaken for spam or ignored. - Patients are more likely to open and act on messages that come from a recognizable number. 2. Improved Communication: - When patients receive balance reminders or payment notifications, they can easily identify your office as the sender. - This familiarity can increase response rates and improve overall communication effectiveness. 3. Higher Conversion Rates: - Using your office number ensures that messages about balances, appointments, or updates are taken seriously, leading to higher engagement and faster payment resolution. How to Get Hosted SMS Set Up 1. Contact Your Account Manager: - Reach out to your designated account manager to request Hosted SMS setup. 2. Use 24/7 Support Chat: - Alternatively, connect with our real-time support team via the in-app chat for immediate assistance. 3. Provide Required Documentation: - You’ll need to provide a copy of your most recent phone bill that includes: - Your office’s phone number. - The account or business name associated with the number. 4. Setup and Configuration: - Once the required documentation is submitted, our team will handle the setup process. - Configuration is typically completed within a few business days, and you’ll receive a confirmation once it’s ready to use. FAQs Why do I need to provide a phone bill? A copy of your phone bill is required to verify ownership of the number and to ensure compliance with telecom regulations during the setup process. How long does the setup process take? The setup process usually takes a few business days after all required documentation is submitted. Can I use a different number for SMS? Yes, you can designate any valid phone number your office owns for Hosted SMS. Ensure the chosen number is included in the phone bill you provide. What happens if a patient replies to the SMS? If a patient responds to a text sent via Hosted SMS, their reply will go directly to your office’s phone number, ensuring seamless communication. Best Practices - Keep Your Phone Number Consistent: Using a single recognizable number helps build trust and familiarity with your patients. - Update Contact Information: Make sure your office’s phone number is accurate and prominently displayed in patient communications. - Monitor Message Engagement: Track response rates and conversions to gauge the impact of Hosted SMS on your office’s communication efforts. Get Started Today To enable Hosted SMS for your office, contact your account manager or reach out to our 24/7 support team via the in-app chat. Submit your phone bill, and we’ll handle the rest to ensure your office is set up for success!

Hosted Email – Send Emails from Your Email Address

Hosted Email enables your office to send all email communications directly from your office’s email address instead of a generic sender address. This improves trust, ensures better deliverability, and helps create a professional and cohesive experience for your patients. Benefits of Hosted Email 1. Improved Credibility: - Emails sent from your office’s domain (e.g., billing@youroffice.com) are more likely to be opened and trusted by recipients. - Patients will recognize your office as the sender, avoiding the perception of spam. 2. Enhanced Deliverability: - Using your office’s email address minimizes the chances of messages being flagged as spam or junk mail. - Ensures that important notifications, such as payment reminders, are delivered to patients’ inboxes. 3. Consistent Branding: - Sending emails from your domain reinforces your office’s branding and professionalism. - Adds a personalized touch to communications, creating a better patient experience. How to Get Hosted Email Set Up 1. Contact Your Account Manager: - Reach out to your designated account manager to request Hosted Email setup. 2. Use 24/7 Support Chat: - Alternatively, connect with our support team via the in-app chat for immediate assistance. 3. Confirm Email Ownership: - We will send a verification email to the address you want to host (e.g., billing@youroffice.com). - Once you receive the verification email, forward it back to our team as confirmation of ownership. 4. Setup and Configuration: - After receiving your forwarded email, we’ll configure Hosted Email for your account. - The process typically takes a few business days, and you’ll be notified once the setup is complete. FAQs Why do I need to forward the verification email? Forwarding the verification email confirms that you own or have access to the email address being hosted. This step is required to ensure compliance with email hosting regulations. How long does the setup process take? Once the verification email is forwarded, the setup is generally completed within a few business days. Can I host multiple email addresses? Yes, you can request to host multiple email addresses. Repeat the verification process for each address you wish to host. What happens if a patient replies to a hosted email? Replies will go directly to the hosted email address, ensuring seamless communication with your patients. Best Practices - Choose a Professional Email Address: Use an address that aligns with your office’s branding (e.g., billing@yourdomain.com or info@yourdomain.com). - Monitor Your Inbox: Ensure your hosted email inbox is regularly monitored for patient replies and notifications. - Keep Your Contact Information Updated: Verify that your hosted email address is accurate and displayed consistently in patient communications. Get Started Today To enable Hosted Email for your office, contact your account manager or our 24/7 support team via the in-app chat. Complete the verification process by forwarding the verification email to us, and we’ll handle the rest to ensure your office is set up for professional and effective email communication!

Reviewing Messages on the Communication Page

The Communication Page allows you to view all messages sent to patients or accounts, providing a clear history of email and SMS communication. This feature is especially valuable for reviewing auto collection messages and verifying the balances requested at the time of outreach. How to Review Sent Messages 1. Access the Communication Page: - Navigate to the Communication section of the platform to view a complete list of sent messages. 2. Locate a Specific Message: - Use the filters (e.g., by communication type, message source, or date range) to narrow down the message you want to review. 3. Click on the Message: - Select a specific message to open its details. The platform will display: - The template used for the email or SMS. - The balance amount that was requested at the time of the message. - The recipient's contact details (email or phone number). Why This Feature is Important 1. Verify Communication Accuracy: - Ensure that the messages sent to patients contain the correct balance and details. - Confirm the timing and content of auto collection messages. 2. Enhance Patient Support: - When a patient inquires about a message or payment request, you can quickly pull up the exact communication they received. - Use this information to provide accurate and transparent responses. 3. Track Auto Collection Progress: - Review messages sent as part of auto collection efforts to monitor the process and confirm that balances match your records. Best Practices for Using the Communication Page - Regularly Review Messages: - Check sent messages to ensure consistency and accuracy, especially for auto collection communications. - Keep Patient Details Updated: - Ensure that recipient contact information is accurate to avoid delivery issues for email or SMS. - Utilize Filters: - Use the filtering options to quickly locate specific messages or message types, saving time during reviews. FAQs What should I do if the balance on the message is incorrect? Verify the account details and correct the balance in your records. Future messages will reflect the updated amount. Can I resend a message from this page? Currently, the Communication Page is designed for review purposes. To resend a message, navigate to the account or patient profile and initiate a new communication. Can I edit a message template? Message templates can be customized from the Settings section. Changes to templates will apply to future messages. The Communication Page is a powerful tool for ensuring transparency and accuracy in your patient communication. For further assistance or questions, contact our support team via live chat or your account manager.

Two-Way Messaging

Streamlining Communication for Payment Requests and Automated Messages The Two-Way Messaging Feature in our billing application is designed to simplify communication with your customers. When someone responds to a payment request or automated message you’ve sent out, their reply will appear directly in this feature. You can then respond right from the app, with all relevant account balance information at your fingertips to assist in the conversation. This article will walk you through how it works, its benefits, and how to use it effectively. What Is Two-Way Messaging? Imagine a customer receives a payment request but has a question about their outstanding balance. Instead of picking up the phone or drafting an email, they can reply directly to the message. Their response shows up in the Two-Way Messaging Feature within the app, allowing you to reply quickly and resolve their query—all in one place. With key account details like outstanding balances and aging buckets included, you’ll have everything you need to provide top-notch support. How It Works Here’s the process in a nutshell: - Customer Response: When a customer replies to a payment request or automated message (sent via email or text from your hosted account number), their message is captured and displayed in the Two-Way Messaging Feature. - Message Display: You’ll see their response in a conversation thread, alongside relevant balance information like the total outstanding amount and aging status (e.g., "+90" for over 90 days overdue). - Your Reply: From there, you can type a response directly in the app and send it back to the customer, keeping the entire exchange streamlined and organized. This feature eliminates the back-and-forth of traditional communication methods, making it easier to manage customer interactions. Benefits of Two-Way Messaging This feature offers several advantages for both you and your customers: - Streamlines Communication: No need to switch between phone calls, emails, or other platforms—everything happens in the app. - Saves Time: Respond quickly without searching for account details, thanks to the built-in balance information. - Improves Customer Satisfaction: Fast, direct replies to their questions lead to happier customers. - Reduces Workload: Cut down on manual follow-ups by keeping conversations in one centralized location. How to Use Two-Way Messaging Ready to get started? Here’s a step-by-step guide to using the feature: 1. Navigate to Communication - Log into the billing app and find the sidebar menu. Click on Communication to access the messaging tools (see Screenshot 6). 2. Open Two-Way Messaging - Select the Two-Way Messaging option within the Communication section. 3. Browse Message Threads - On the left side of the screen, you’ll see a list of message threads. Each thread shows the customer’s name (e.g., "Test User"), a preview of their message, and a timestamp (e.g., "Mar 14, 8:51AM"). You’ll also see a purple avatar with their initial (Screenshot 6). 4. Search or Filter - Use the "Search chats" bar at the top or the filter icon to find a specific conversation quickly (Screenshot 6). 5. View the Conversation - Click on a thread to open it on the right side. Here, you’ll see: - The customer’s messages in purple bubbles (e.g., "Lorem ipsum dolor sit amet..."). - Your replies in blue bubbles (e.g., "For sure, what are you looking for?"). - Account details at the top, like Outstanding: $1,234.00 and Aging Bucket: +90 (Screenshot 6). 6. Respond to the Customer - Type your reply in the text input field at the bottom (labeled "Chat with us!") and hit the paper airplane icon to send it (Screenshot 6). 7. Leverage Balance Information - Use the displayed account details to answer questions about payments or balances, ensuring accurate and informed support. Troubleshooting Tips If something doesn’t work as expected, try these fixes: - Message Not Showing Up? - Check the filter settings (e.g., status filter) or refresh the page to update the thread list. - Multiple Replies from One Customer? - All responses from the same customer stay grouped in one thread, so scroll through to follow the conversation. - Balance Info Looks Wrong? - Double-check the account details in the system and update them if needed. Need Help? If you run into any issues or have questions about the Two-Way Messaging Feature, click the "Chat with us!" button at the bottom right of the screen. Our support team is ready to assist you in real time (Screenshots 2, 3, 5, and 6). Why It Matters The Two-Way Messaging Feature transforms how you handle payment requests and automated messages. By displaying customer responses directly in the app and providing all the balance information you need, it empowers you to respond efficiently and keep your customers happy. Whether it’s clarifying a balance or guiding someone through a payment, this tool makes communication a breeze.