This article will assist you with:
- Viewing unrecognized communications
- Assigning unrecognized communications to a specific patient profile
Viewing Unrecognized Communications from Patients
There are various types of unrecognized inbound communications from patients that can exist in Welkin, depending on your version. These include inbound email, SMS, voicemail, fax, or web forms.
An unrecognized inbound communication will appear as an alert in your inbox. If the communication routes to a shared phone number or email address in the Welkin system, it may appear in the inboxes of all users associated with the shared phone number or email address.
Clicking on the alert will pull up the unrecognized message or recording for you to review.
Assigning Unrecognized Communications
After reviewing the unrecognized communication from your inbox, you will have the option to either dismiss the communication or assign it to a specific patient's profile.
- To assign the communication to a specific patient's profile, search the patient's name in the search bar that appears next to the presented options. Select the patient's name from the generated search list and click Assign. The unrecognized communication will now be associated with that patient profile and can be viewed in the timeline.
- To dismiss the communication, click Dismiss.
Important Note: Selecting the Dismiss option removes the inbound communication from all shared inboxes and from the Welkin platform entirely.
We Recommend: Check in with the patient to determine if they will be using the unrecognized mode of communication (i.e. email address or phone number) going forward. If so, consider adding this communication detail to the patient’s profile. This will ensure that the communications route correctly in the future.