The list
Open Chat in the sidebar. Conversations are sorted into tabs:
A tab only shows when there’s something in it. The list updates on its own.
The conversation header
The top of each conversation says, in one sentence, who’s handling it, with one button to change that.
More actions sit in the More menu: Mark resolved, Take it, Hand back to Robyn, Page someone and Opt out.
Needs a person
When Robyn shouldn’t or can’t answer, she holds the conversation for your team. It moves to Needs a person, and your team gets an email. The header says why. The reasons you’ll see include:- “Asked for a person”: the patient wants to talk to someone. Robyn sends one warm line, then steps back.
- “A question Robyn can’t answer”: something outside what she knows, or a booking request from someone your system doesn’t know.
- “Sounded urgent”: Robyn doesn’t reply, and your team is paged straight away.
- “Wants to cancel or move an appointment only your team changes”: the appointment type is switched off for Robyn in Services.
- “A booking to check in” your practice system: for example a new PracSuite booking that needs review.
- “Someone here asked for a colleague”: someone on your team pressed Page someone.
Dealing with it
- Reply yourself. Type in the box (“Reply to Sam…”) and press Enter. Shift+Enter starts a new line. Your reply takes the conversation off Needs a person and pauses Robyn there.
- Take it. “Robyn stays quiet here while you answer.” The conversation stays on Needs a person with your name on it.
- Hand back to Robyn. “Takes it off Needs a person. Robyn answers from here.”
- Resolved. Press it when nothing more is needed. If the patient writes again, the conversation reopens.
- Page someone. “Tells whoever is set up to hear about this thread.”
Pause and Let Robyn reply
Press Pause Robyn to stop her replying in one conversation. Your team’s replies pause her automatically. Press Let Robyn reply to hand it back. If your clinic is Live and the patient’s last text is still waiting, she answers it. See How Robyn texts.Your replies
- Messages from your team are labelled “Sent by the clinic”.
- Your replies go out straight away, at any hour, from your clinic’s number. They use credits like any other text.
- If a reply can’t be sent, it says “Didn’t send” with the reason.
- Robyn’s unsent drafts don’t show in Chat. They wait in the Message Queue, under Replies, with an Open thread link back here.
Opting a patient out
To stop rebooking texts to someone, open More, then Opt out. The app asks “Stop all rebooking texts to this number?” and reminds you “Robyn can still answer if they text.” The header then shows who opted them out, and when. See Opt-outs.Alerts
Your team hears about conversations that need them by email. Go to Settings, then Notifications (“Which emails the team gets, and where they go.”). Only an owner or admin can change these. All four are on to start with.
Add your team’s addresses under Who gets paged, in Email addresses, and press Send a test email to check. “Blank means nobody hears when Robyn is stuck.”
Alert emails can include the patient’s first name and their message, but never their surname, number or email address. Every alert email ends with an Update notification settings button.
Your clinic can also send these alerts to phones through a push channel, under Phone push. “A push never carries who texted or what they said — only that a reply is waiting, and a tap opens the thread.”