Help / Patients

Patients' Instagram messages

Communication, on the Patients menu on Start. Shown where the organisation has Social.

When a patient writes to the practice's Instagram, their message is read here and not on Leads. A message from somebody who has not been joined to a record yet still arrives as a new enquiry on Leads; open it and press Same person beside the patient the page offers, and from then on what they write arrives here.

The list shows every patient who has written, the ones with a message still to be answered first, each marked Waiting. Press a name to read the conversation and answer in the box below it; Send goes back into the same Instagram conversation, from the account they wrote to. Open record goes to the patient's own record.

A message stops waiting when it is answered, here or in the Instagram app itself. If it is still waiting after ten minutes, the people the organisation has named for enquiries are told on Start, once for each run of messages. Instagram allows an answer only within 7 days of their last message; the box says until when, and after that says so instead of offering Send. After the first 24 hours it goes to Instagram as a reply from a person.

You see a patient's conversation only where you may open that patient's record.