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.
2. Scroll down to Template Identifiers and click on Manage
3. Click on the blue plus icon to create a custom identifier. You can choose, between Text, Date, Phone or Advanced.
💡Under Advanced you'll find pre-configured identifiers such as DOB, Gender, Medicare number, Name and Phone Number etc.
💡 Please be aware that the fields for Guest Name and Guest Phone can be automatically populated using the information provided during the guest user's login. This functionality allows for a smoother experience, as patients will not need to re-enter this information if these identifiers are included.
However, if there is a possibility that the patient may not be the individual initiating the chat, it is advisable to disable the Prefill toggle. This will allow the guest to manually enter the patient's name.
5. Toggle: Ask and Required
- Choose "Ask" to prompt the patient / referrer to enter the identifier.
- Select "Required" to make this field mandatory, ensuring the guest user must complete it before proceeding with the chat.
6. 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:
