Below we've outlined the patient experience (Foxo guest user) when starting a live chat.
Step 1:
Before being able to start a live chat, guests may need to confirm a disclaimer (if it has been enabled by the Organisation).
Enter first name, last name and phone number (or email address).
Step 2: Next, enter the 6-digit code that has been sent to your phone number.
Step 3: You now have the option to either initiate a new chat with the Team or access your previous conversations (open chats).
Step 4: You may need to provide personal information for identity verification and other relevant details to assist the receiving Team in addressing your query effectively.
A member of the receiving Team will claim and action the incoming chat. In the meantime, you may also receive an automated message with further instructions on what to do next.
If you are using a mobile device, you have the option to take photos and upload them directly to the chat (e.g. referrals). Alternatively, if you are on your desktop, you can easily drag and drop files into the chat window. Additionally, you can download any documents that have been shared with you during the conversation.
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Step 5: After your request has been addressed, the Team member handling the Case will ask for confirmation to close it. You can finalise the closure of your Case by clicking on the Close Chat button. In case of no action, the Case will automatically close after 7 days.
👍 If you close the chat window before receiving a response from the Team, you will receive an SMS notification within 5 minutes if there is any new activity that you haven't seen yet. The notification email will include a link that directly takes you back to the chat window for easy continuation of the conversation.
💡 All conversations are securely stored for future reference. Simply navigate to the Hamburger menu located in the top right corner to access both your ongoing and closed chats.
