Conversations Feature Configuration Guide

Key configuration options | Example | Best practices

The Conversation module serves as a centralized hub to monitor, filter, and manage all patient interactions and automated chat workflows handled by FrontOffice+. It gives practice staff complete visibility into incoming messages, appointment statuses, and chat histories.

Key configuration options

Advanced filtering and search

Locate specific patient interactions using flexible viewing and search options:

• Timeframe navigation: Switch between Day, Week, or Month views to review recent or historical activity.
• Category filters: Filter conversation lists using toggle icons for calls, text interactions, waitlist entries, AI activity, or specific provider calendars from the All calendars dropdown.
• Real-time search: Use the search bar to filter patient records by last name, phone number, message body content, or conversation outcome (for example, prospect).

Conversation audit and history view

Select any row from the All Conversations list to inspect the complete conversation thread:

• Transcript log: View time-stamped incoming patient replies and FrontOffice+'s automated responses in chronological order.
• Attendee details: View associated phone numbers, patient names (using the Show Names option), and the date and hour of the latest interaction.

Example

• Scenario: A new patient contacts the clinic via SMS, and FrontOffice+ prompts them for identity validation details.
• Action: Staff members search for the patient's phone number in the search bar to bring up the conversation.
• Outcome: Staff can review FrontOffice+'s initial automated welcome text and validation prompt to manage proper follow-ups.

Best practices

Confirm:

• Filter use: Use calendar and category filters regularly to audit unhandled or high-priority patient communications.