Create a New Conversation
- Get Started
- Automations
- Patient Channel
- Patient Facesheet
- Collaborative Inbox
- Lines & Resources Requests
- Lines, Events, Resources
- Analytics
- Platform Settings and Configuration
- Users and Groups
- Campaigns
- SMS Basics
- Troubleshooting and FAQ
- Conversation Builder
- Add-Ons
- Release Notes
- Technical Specifications
- Referrals
- Self-Rescheduling
- Recalls
- Marketplace
- Conversation Manager
Table of Contents
Creating a New Conversation in Conversation Builder Add Root Message and Patient Responses Add Actions and Follow-Up MessagesSet Conversation to OnConversation List PageDuplicating a ConversationEditing or Deleting a ConversationLearn how to create your Conversation using the Conversation Builder engine. This process can be completed by Enterprise Users.
Creating a New Conversation in Conversation Builder
- From the Navigation Bar, click the Autobot icon and choose Conversation Builder from the pop-out menu
- Click Create New in the upper-right corner of the page
-
Fill in the Settings menu by following the steps below:
- Conversation Name: Enter the display name for the Conversation as it will appear on the Conversations page.
-
Smart Phrase: Create a custom Smart Phrase (without spaces) that will be used to trigger the Conversation. The same Smart Phrase can be used for SMS and Voice versions of the Conversation.
- For Conversations that include Event or Referral-based Smart Phrases, you must include either 'Event' or 'Referral' at the beginning of the trigger Smart Phrase.
- Response Timeout in Minutes: Specify the time period that you would like the Conversation to be open to responses from the patient before the session is terminated. This value applies individually to each message sent. NOTE: If a user interrupts the Conversation and sends a separate message to the patient, the Conversation's session will end regardless of the Timeout Minutes set.
- Description: Include a description of the intended use case and any relevant details you want to appear on the List page.
- Communication Methods: Determine whether you would like to create an SMS/Text or Voice Conversation.
- Select Start once all Settings have been entered:
Add Root Message and Patient Responses
Once you have completed the Conversation's configuration, you will be routed to the Builder view to begin building your messages. Note: You can update the Conversation's settings at any time by navigating back to the Settings tab.
Process Steps
- Indicate the languages you would like to include in the Conversation by navigating to the Languages menu. English and Spanish are currently supported.
- Create your first message by selecting the + within the gray Add Message box:
-
Once on the Create Message window, you will be presented with the following fields to complete. Once completed, select update to create the outgoing message to the patient. NOTE: When creating Conversations in Conversation Builder, the inclusion of Emojis are not supported throughout the build process.
- Internal Title: An internal-facing label associated with the Conversation to provide easier search and identification of Conversations
-
Message Content: This is the first message (Root Message) the patient will receive. Be sure to include the ask of the patient and expected responses. If you are including a Spanish translation, be sure to insert the Spanish message within the Spanish field.
- NOTE: An individual Messaging Block cannot be set to 'secure' in Conversation Builder. Click here to learn how to send the finalized Conversation securely to patients.
-
Next, you will populate the Patient Responses based on the message. You will need to define one or more Patient Responses within your outbound message. These create the parameters for the patient's reply and allow you to define the proper branch of the Conversation the patient should receive next. Click Add Response.
-
Patient Input - Use the drop-down menu to select the response value. The following response options are available for selection:
- 0-10: In situations where the patient has more than two options, we recommend using numbers for the Patient Response options
- True, False
- Yes, No: In situations where the patient only has two response options, we often recommend choosing the Yes and No response options.
- Low, Medium, High
- Small, Large
- Unrecognized Response
- Internal Description - Enter the associated message you want to appear in the Patient Channel for your staff to review. These messages will help give context to staff when they are reviewing the Conversation history.
-
Patient Input - Use the drop-down menu to select the response value. The following response options are available for selection:
-
Once updated, the message tree will reflect your initial outgoing message and possible branches based on a patient's response:
-
Continue to build out the Conversation by adding messages and Patient Responses. To add another message on a branch, navigate to the gray Add Message box within the appropriate branch and select the '+' to add the next message within the Conversation.
- To edit or delete a previous message or Patient Response, simply select the message or Patient Response within the diagram. An Edit Message window will display where modifications can be made and updated. The message or Patient Response(s) can also be deleted from this window:
- To edit or delete a previous message or Patient Response, simply select the message or Patient Response within the diagram. An Edit Message window will display where modifications can be made and updated. The message or Patient Response(s) can also be deleted from this window:
- Once all information has been entered and validated and you are satisfied with the Conversation, select Create in the upper-right corner to create the Conversation:
Add Actions and Follow-up Messages
Actions can be added to individual Patient Responses to automate the appropriate next step that should be taken based on a patient's response. Each Patient Response can have up to 9 related actions. Click here to learn about the available system-defined actions.
- To add an Action to a Patient Response, hover over the Patient Response you wish to add an Action for and select the + Action button that appears:
- Select Add Action to choose the appropriate Action from the drop-down menu. The function of each Action is defined here:
Set Conversation to On
Similar to Automations, you will need to update the status of your newly created Conversation from Off to On.
- Locate the Conversation in the Conversations List page. Use the (...) Actions menu to select Turn On.
- Your Conversation Status will update from Off to On.
- Finally, enable your Conversation by following these instructions to insert your Conversation's Smart Phrase into one of the patient outreach options.
Conversation List Page
Once a Conversation is successfully created, it will display within the Conversations page. The Conversations are ordered first by status (On, Off) and then by name (A-Z). All columns on this page can be alphabetically sorted by hovering over the column's name and selecting the arrow.
Search for Conversations by Name, the Conversation's Smart Phrase, or Type. Filtering by Type is only relevant for Conversations that were initially copied from the Template Library.
- Name: Name of the Conversation
- Description: Internal-facing description provided for the Conversation
- Smart Phrase: The custom Smart Phrase created for and associated with the Conversation
- Status: Current status of the Conversation (On, Off)
- Method: This will display an icon that indicates whether the Conversation is Phone or Text-based
- Type: If a Conversation was copied from the Template Library, the Type field will display with the Type of Conversation. Artera organizes Templates by Type.
- Last Updated: The last updated date and time of the Conversation
-
Actions:
- Turn On/Off Conversation - All Conversations will be created in an off status. You must update the status of the newly created Conversation from Off to On. Similarly, a Converastion that is turned on can easily be paused.
- Duplicate Conversation - This will take the contents and settings of the current Conversation and create a new Conversation containing the same content and settings
- Delete Conversation - This will delete the Conversation from your Conversation Builder
- View Running Automations - Displays the Automations in which this Conversation is currently being used
- View Quick Responses - Displays the Quick Responses in which this Conversation is currently being used
Duplicating a Conversation
When choosing to duplicate a Conversation, all previously configured settings and contents of the original Conversation will be replicated automatically. Both 'on' and 'off' Conversations can be duplicated and will be duplicated into an 'off' status. Once a Conversation is duplicated, the new Conversation will be updated with:
A new name. Duplicated Conversations will display as “Copy of <name of original Conversation>” until manually updated.
The original Smart Phrase used to trigger the Conversation will be prefixed with “Copy of”. For example, “Copy of <original Smart Phrase>”. This can be updated in the settings of the duplicated Conversation.
How to Duplicate a Conversation
-
Navigate to the Conversation's Actions menu (...) that you would like to duplicate:
-
Select Duplicate Conversation:
-
Once a Decision Tree has been successfully duplicated, a green success message will appear:
Editing or Deleting a Conversation
Edit a Conversation
To edit a Conversation, navigate to the Conversations list page and select the name of the Conversation you wish to edit. All fields within the Conversation are editable. Only Conversations that are in the status of 'On' can be edited.
Delete a Conversation
To delete a Conversation, navigate to the Conversation’s (...) Actions menu and select Delete Conversation.
Keep the following limitations in mind when deleting a Conversation:
- Conversations cannot be deleted if the Conversation's Smart Phrase is used in a running Automation or in an active Quick Response. Any Automation where a Conversation's Smart Phrase is in use must be paused and any Quick Response where the Conversation's Smart Phrase is in use must be deleted first.
- A Conversation that is 'on' cannot be deleted.
- A deleted Conversation will not be visible in the Conversations list page, however, its historical data will be retained with Artera. Contact your Customer Success Representative for additional details.