WELL version 3.20 introduces the following features:

1. Keyword Actions
2. Sentiment Analysis
3. IP Whitelisting

Keyword Actions

Trigger your system to respond automatically to keywords contained in a patient's message. Keyword Actions are highly flexible, empowering organizations to automate workflows at both the Enterprise and Practice level. This feature is designed to reduce repetitive, monotonous work for staff while increasing operational efficiency.

A keyword in a patient's message can trigger the system to:

• Automatically confirm or cancel an appointment, or request to reschedule
• Tag a staff member or specific team - like billing, scehdulers, or triage
• Respond to common questions like "Where are you located?"
• Set a patient's channel to "closed" or "pending"

Read here to learn how to configure Keyword Actions.

Sentiment Analysis

Turn a channel red and set it to "open" if a patient message contains frustrated, angry, or generally negative sentiment. Sentiment Analysis will help your staff alleviate patient concerns more efficiently and perform faster service recovery.

Read here to learn more about configuring sentiment analysis.

IP Whitelisting

IPT Whitelisting is implemented at the Enterprise level and ensures your staff can only access your WELL instance from inside your network IP range.

Read here to learn more about this feature.