Pulse offers the ability to have customer engagements through two-way chat for practices utilizing the Rapport integration.
Rapport has provided the ability for SMS (text messages) and MMS (multimedia messages) to be sent and received directly into your practice on the client's page. Rapport will send an email to the Notification Email Address that you have set up on your Rapport account to alert you that a message has been received. For Pulse customers that have Rapport, on-demand messaging is still available wherever the SMS option displays in Pulse.
The client’s phone number must be enabled to receive text messages. You can either do this when you initially add the client or later under their General Information.
Once an SMS enabled phone number is added, select the SMS icon () next to the client's name on the client page and then select "Text" to display the two-way chat window. This window allows you to:
- Communicate with clients using two-way texting from the client page for things like pickup times, patient checkups, blood work results, or surgery updates.
- Send an MMS (JPG, GIF, PNG).
- View a history of communication from the number selected. This will display a history of 20 messages between the client and the practice.
You can type in the SMS Message text box or use one of the pre-saved Templates prior to clicking Text. The information will be transferred to the Rapport two-way chat window. Once the message is reviewed, you must hit Send for the message to be delivered to your client.
Patient Medical History
Below is an image of the text message sent with a copy in the patient's medical history. The chat icon is an indicator that a two-way chat message was sent to the client.
Sending and Receiving Text Messages
Once a client sends an MMS to your practice, they will receive an email from Rapport and the MMS can be viewed directly in the client's two-way chat history.
To send an MMS to a client:
- Click on the chat icon in the patient's medical history.
- Once the two-way chat window is opened, click on the image icon next to the Send button. This will open a prompt allowing you to search your files and select an image or GIF to send to your client. The supported file types are JPG, PNG, and GIF.
- When the image is selected, a text box will appear where text is required to be entered, so the message can be sent successfully.
- Enter the message, then click Send.
Rapport Portal
When a client replies to a text message, an email will be sent to your practice similar to the one below with the content of the message and an option to reply.
One option to respond to clients is to click on Reply and Chat. You will be brought to a one-on-one chat window in Rapport to continue messaging the client. Any replies when this is open, go to this window instead of email so the conversation is more fluid.