Patients get a notification when their case has been updated. Include questions or suggestions in the first chat message that you send – not all patients login to read at once.

What is a notification?

A notification is an SMS or an email that are sent to patients to make them aware of an update in their case. E.g. a new chat message, the case is about to expire, they have received a Sendout or if they have missed to complete the onboarding.

For some cases the notification includes a link for easy access to the new information. Note that all notifications are within a maximum 2 minute delay.

Notifications sent from the platform (default)
Type Default text Default time    
Information: case transitioning from onboarding to chat {unit name} has received your case. We will get back to you during our opening hours.If your condition is life-threatening, call 999 immediately. Sent directly after a case is created. Active for UK market only    
Reminder: onboarding not completed Hi! Thank you for contacting us. Answer a few questions and we will help you. Log in here: {url} After 15 min    
New message in the chat You have a new message from {unit name}. Read it here: {url} After 1 min    
Reminder: new message in the chat Hi! Reminder of a message from {unit name}. Reply to continue the case, read it here: {url} After 24h    
Reminder: new message in the chat Hi! Reminder of a message from {unit name}. Reply to continue the case, read it here: {url} After 48h (6 days if Sendouts is activated for a unit)    
A new Sendout Hi! {unit name} want to contact you. Read the message: {url} Sent directly after the Sendout is sent    
A new Sendout for a child, to a guardian (1) Hi! {unit name} want to contact you as a guardian. Read the message: {url} Sent directly after the Sendout is sent    
A new default sendout for a child, to guardians (2) Hi! {unit name} want to contact you as a guardian. You are one of two who are contacted. Only the person who opens the case first can access the information. Read the message: {url} Sent directly after the Sendout is sent    
Reminder: another guardian takes part in the case Hi! Another guardian has chosen to handle the case at {unit name}. This means that you can not access the information. Sent when a guardian has accessed a case    
A new information sendout for a child, to guardians (2) Hi! %{displayName} is contacting you as a guardian. Read the message: %{url} Sent directly after the Sendout is sent    
Reminder: of a Sendout Hi! Reminder of a message from {unit name}. Read it here {url} After 24h    
Manual reminder: of a Sendout Hi! Reminder of a message from {unit name}. Read it here {url} Sent manually from the sendouts list    
Case is closed, by a caregiver Thank you for choosing {unit name}. The information in the case is saved if you want to read it again. (f206cf24) Sent directly after a case is closed. The code in the message is a reference to the case and is used for troubleshooting. (The code shown here is an example.) Removed 2022-03-29 Case is closed, expired due to inactivity from the patient Your case has been closed because we did not receive a response from you. Welcome back! (f206cf24) Sent directly after a case is closed. The code in the message is a reference to the case and is used for troubleshooting. (The code shown here is an example.) *Texts in brackets are variables that will write out the unit name or a link to the unit.