Below we've outlined the external user's experience (e.g. referrers, external network) when starting live or asynchronous communication into your Team
💡 The link to Referrer Connect can be embedded in the website, distributed as a QR code or a standalone URL (e.g. medico.chat)
Starting the Chat: Before starting a chat, guest users must provide their first name, last name, and phone number or email address to receive a secure one-time password (OTP).
Selecting a Category: If set up in the Team settings, external users either choose a category from a drop-down list or manually enter a subject to provide context.
Automate Message & Identity Verification:
- If set up in the Team settings, the guest user may receive an automated message with next steps or estimated wait times. Messages can be tailored for each category.
- Additonally, guest users may be asked to provide personal information for identity verification and other necessary details to help the receiving Team effectively address their query. These identifiers may be optional or mandatory, and will be determined by the Organisation based on specific requirements.
Responding & Actioning the Case: A member of the receiving Team will claim and action the incoming chat when available. They can now outbound a voice or video call to the guest user and both can share or downloard documents.
Closing the Case: After the request has been addressed, the Team member handling the Case may request to close the Case or the guest can end the conversation by clicking Close Chat. If no action is taken, the Case will automatically close after 7 days.
💡 Missed a response? If the guest closes the chat window before receiving a reply, they will receive an SMS notification within 5 minutes if there’s any new activity. The message will include a direct link back to the chat for easy continuation.
💡 All conversations are securely stored for future reference. Guests can access both ongoing and closed chats through the menu icon located in the top right corner (Hamburger menu).
