Welkin standard alerts include:
- New Activity (for inbound communications such as email, SMS, voicemail)
- Unrecognized communications (email, SMS, phone calls)
- Unrecognized fax
- Scheduled appointments
- Intervention due
- New task
The ability to modify Welkin standard alerts is not yet supported in Workshop.
New Activity (for inbound communications such as email, SMS, voicemail)
New Activity alerts are triggered automatically when Welkin receives a recognized communication from a patient from any communication channel supported in your Program. Emails are recognized when the patient replies to an email initiated within Welkin. Voicemails, SMS and Calls are recognized when the initiating phone number is both documented in the Patient Info section and is not shared by another patient.
The patient’s primary coach receives New Activity alerts by default. These alerts are displayed in the New Activity Inbox category. Note: Your program may be configured such that all coaches see all new activity.
Inactivity alerts are triggered automatically when there has been no inbound communications (call, SMS, app message, email, voicemail or fax) or outbound communications (call, SMS, app message, email, voicemail or fax) to or from that patient in 14 calendar days.
The patient’s primary coach receives Inactivity alerts by default. These alerts are displayed in the Inactive Patients Inbox category. Your program may have been configured to have a different threshold for inactivity, or may have disabled this alert.
Unrecognized Communication alerts are triggered automatically when Welkin receives a communication from a patient that does not meet the New Activity criteria above. This includes when a phone number or email address is not unique to one Patient.
All coaches receive these alerts by default. These alerts are displayed in the Unrecognized Emails, Unrecognized Calls and Unrecognized SMS Inbox categories, respectively.
Unrecognized Fax alerts only display for configurations that have enabled faxing. This communication channel is not on by default. If fax is enabled, all coaches will receive Unrecognized Fax alerts in the Inbox category of the same name.
Scheduled Appointment alerts are generated on the day of the appointment for the coach the appointment is scheduled with. These alerts are displayed in the Scheduled Calls and Scheduled Visit categories within the Inbox.
Intervention Due alerts are generated on the day the Care Flow task is due for the coach the task is assigned to. These alerts are displayed in the Care Plan Interventions category within the Inbox.
New Task alerts are generated immediately for the coach the task is assigned to, regardless of the due date. These alerts are displayed in the Scheduled Tasks category within the Inbox.
Modifications to standard alert conditions and display behavior will be supported in a future version of Workshop.