Chat Management

MyChats and Topics (if created for the Agency) appear on the left navigation panel. The number to the right of each label indicates the number of unread chat sessions within a Topic or MyChats.

• MyChats are one-on-one chats with a specific Caregiver; initiated by the Agency user.

  • Caregivers cannot initiate a chat via MyChats.

• Topics are displayed on this page based on assignment on the Caregiver Chat Topics Reference Table. For example, in the image above, the user is assigned to five Topics (General, Patient Issue, Scheduling, Mobile App Issue and EVV) and is able to chat with Caregivers on those specific Topics.

  • Caregivers or Agency users can initiate chats on the Topics category and multiple Agency users assigned to the Topic can respond.

Displays all the sessions managed by the Agency user. Chats are listed chronologically, displaying the most recent at the top. Sessions with unread chats are highlighted in bold font.

The toggles above the listed chats are used to view specific types of chats.

Click the eye icon to view only Unread chats.

Click the dot icon to view only Caregivers who are online. A green dot next to a Caregiver’s name indicates that they are online.

Displays a specific chat thread for a session with the selected Caregiver. Caregiver messages are highlighted in light blue. On top of the conversation thread, a heading displays the Caregiver Name and icons to the far-right, described as follows:

Click the slash/eye icon to mark the chat session unread providing the opportunity to revisit the chat session at a later time. In cases of Topics, marking a chat session Unread indicates to other Agency users that the chat requires attention.

Click the “i” icon to access the Caregiver Profile.