When guests initiate a chat, they can be prompted to provide identifiers to quickly and securely verify their identity, along with additional details to help streamline their request more effectively.
In this article:
- What are Case Identifiers?
- Creating Case Identifiers
👇 Setup
For a complete guide on setting up Referrer or Patient Connect, use this Connect link and see it live in action.
What are Case Identifiers?
Case identifiers are unique pieces of information (e.g. DOB, provider number, Medicare number etc) that verify the guest's (patient or referrer) identity. When guests initiate a chat, they can be prompted to provide these identifiers for quick and secure identity verification. Additionally, they can be asked additional information to help streamline their request.
Team administrators can create as many custom Case identifiers as needed to fit the verification process. These identifiers can be marked as either required or optional for the guest (patient or referrer) to provide.
👇 Creating Case Identifiers
1. Go to the Team's Settings and select the Guests Tab. The Connect toggle needs to be on to be able to see the identifiers.
2. Scroll down to the Identifier section, and click Manage
- For Patient Connect: Patient Connect Template Identifers
- For Referrer Connect: Request Referrer Information
3. Click on the Add Identifier button to create a custom identifier. You can choose, between Text, Date, Phone, Name, File etc.
4. What do Required and Ask mean?
- Required = When this is turned on, the guest must provide this information before they can type a message - the chat field will stay greyed out until it's filled in.
- Ask = Make sure this activated, if you want it to be visible to the guest user. If it’s off, the field is hidden from the guest but still visible to your team.
👉 This is helpful if you need to store information (like billing details etc) that an admin can enter later in the case.
5. Add as many identifiers as needed and click Done. You can rearrange the sequence via the drag icon.
7. Don't forget to save!
Patient View:
