Knowledge Base

Care

Knowledge Base > Care > Communication Center

Communication Center

The Communication Center is a feature within the patient record that houses communications between patients and Welkin, users as well as between Contactable Profiles and users. It is located in the Navigation Layouts tab of the patient record. The Communication Center supports various modes of communication, including: phone, email, SMS, live chat, and WhatsApp messages. 

Each mode of communication is housed in its own tab within the Communication Center. The Email tab contains the Inbox, Sent, Scheduled, Draft, and Starred emails. Users can send free-form and templated emails from this area.

The SMS tab displays sent and received text messages as a dialog or as individual messages. Similar to emails, users can send templated and free-form SMS, and can create or send previously created drafts.

The Calls tab shows inbound and outbound phone calls. Audio of recorded calls and voicemails can be accessed here.

Live Chat and WhatsApp are both running dialogs. You can send free-form or template messages here.

Attachments sent via email, SMS, live chat, or WhatsApp are viewable in the dialog section of the respective mode of communication. A list of all the files sent can be seen by clicking the Files tab at the top right of the Communication Center.

The files can be filtered by:

  • The channel the files were sent or received by: Email, SMS, Live Chat, WhatsApp
  • File Type: Audio, Image, Text
  • Period: A calendar appears where users can select specific dates, or utilize predetermined filters for “All Time”, “Today”, “This Week”, or “This Month”

If you have multiple phone numbers configured in Welkin to send SMS messages and make phone calls, a default phone number can be set. The Default Phone is the first phone number listed when communicating with a patient or a Contactable Profile. This phone number can be manually changed in the SMS or Calls tab prior to sending the message or making the call. To set the Default Phone, click the gear icon next to the Files folder. The Communication Settings will appear. Select the desired phone number from the dropdown menu under “Default Phones”.

Cadences for automatically sending draft emails and SMS are setup in the Communication Settings, as well. To create a cadence:

  1. Select the Low, Medium, or High tab under “Priority Cadence”
  2. Choose the day of the week the drafts should be sent by clicking on empty box to the left of the time field
    1. The first two letters of the weekday will appear when the box is checked. The first box is for Sunday and the last box for Saturday
  3. Set the time of day the draft will be sent. The default time is 8:00 AM. Clicking on the time box will give a list of times in 30 minute increments (6:00 AM, 6:30 AM, etc.)
    1. The time can be changed by typing in a new time, e.g. 8:15 AM
    2. The Time Zone used by the Priority Cadence is the same Time Zone set in the Patient Profile
  4.  Select the week(s) of the month the draft will be sent by clicking the boxes to the right of “Repeat every”
    1. The boxes indicate the week of the month the draft will be sent
    2. The first column is the first week of the month, the second column is the second week of the month, etc.

In the example below, the drafts will automatically be sent on Monday at 8:35 AM of the first and third week of the month.

NOTE: Automations to send an SMS or email draft will need to be created in order for this section to function. The priority specified in the Automation and in the Priority Cadence of the Communication Center have to be the same.

More Questions?

If you have any questions, please email the Customer Success Management team at CSM@welkinhealth.com or contact your Implementation/CSM directly.