An admin level user may have access to create and modify message folders. Message folders represent on-call schedules and are a method to route messages to a specific user if the intended recipient is unknown.
Creating a Message Folder
- Navigate via Menu > Administration > Messages > Message Folders
- Select Add Folder, this will populate the Create Folder settings
- Fill out the required information and click Create
Name & Category Settings
| Folder Name | Name of the folder |
| Short Folder Name | Folder display name with limited screen space |
| Phonetic Folder Name | How the folder name is pronounced |
| Folder Category | Folder Category; method to organize folders |
Folder Type Settings
| Folder Type | Alerted: messages sent to this folder will generate an urgent message to the on-call user or default folder assignment Assigned: messages sent to this folder will generate a regular chat message to the on-call user or default folder assignment Claimed: messages sent to this folder will populate in a queue for users to pick from. No users are alerted and on-call schedules are not used |
| Is Messageable? | Determines if the folder can be messaged by users |
Priority Settings
| Work SLA | Promised response time to message sent to this folder |
| Work Schedule | During Clinic Hours: messages sent to this folder will notify recipients during clinic hours, represented by a clinic schedule Critical: messages sent to this folder will notify recipients at any time of day During Business Hours: messages sent to this folder will notify recipients during business hours |
| Folder Priority | Normal: represents standard communications Interruption: represents critical communications |
Escalation Settings
| Attempts Before Escalating | The amount of times the original recipient should be alerted if an urgent message is unacknowledged |
| Attempts Per Device | The amount of times each user escalation device is contacted if an urgent message is unacknowledged. References User Profile > Devices |
| Minutes Between Attempts | Minutes between alert attempts |
| Escalation Alert Users | Defines who is notified of an unacknowledged message once Attempts Before Escalating is met |
| Escalation Minute Threshold | How many minutes until escalation notices are sent |
| Escalation Minute Interval | How often, in minutes, the Escalation Alert Users are contacted |
Default Assignment Setting
| Default Folder Assignments | Determines which user is contacted if there is not an on-call assignment |
Folder Categories
Folder categories help to organize folder view. These are parent folders to message folders. They are a visual tool and do not affect the functionality of folders within.