Chat Services: On the Mobile App
Once configured at the Agency level, Caregivers see the Chat menu item on the home screen as seen in the image to the right. Note that the number bubble indicates the number of chat sessions containing one or more unread chats.
Upon selecting Chat from the Home screen, the Chat feature opens to display two tabs: MyChats and Topics. Each tab is covered in detail in the sections below.
The Topics tab only appears if Topics have been configured by the Agency.
Under the MyChats tab, a Caregiver can see a list of one-on-one chats initiated by an Agency user. From MyChats, Caregivers can respond and continue conversations via those chats. Note: Caregivers cannot initiate chats in the MyChats tab.
Unread messages are highlighted in a light blue background with bold text. Once read, the background becomes white with un-bolded font. The most recent chat message appears at the top with a timestamp.
Click any message to open the chat thread, as seen in the following image. The MyChats chat conversation screen allows the Caregiver to chat with the Agency user.
The Agency user’s name displays in the header and their messages appears on the left with a white background. Response messages appear on the right with a dark blue background. The Caregiver can enter up to 6 lines of text and click the paper plane icon to send the response message. The last read message by the Agency user is denoted with an eye icon to the right.
Topics are defined and activated by the Agency. If an Agency does not enable a Topic(s), then the Topics tab does not display on the Mobile App for the Caregiver. The Topics tab allows a Caregiver to initiate a chat pertaining to a selected topic such as General, Timesheet, Patient Issue, EVV, Scheduling, and Mobile App Issue.
A blue bubble icon in the tab header indicates unread chats within a Topic. When the Topics tab is selected, a list of the configured topics display.
As with MyChats, unread messages are highlighted in a light blue background with bold font. Read messages appear with a white background and normal font. The last read message displays beneath the message header. All messages contain a timestamp to the right.
Click a Topic to either initiate a communication thread or to respond to an existing conversation. On the chat, each entry is time-stamped to indicate when sent. An eye icon to the right of the text indicates that the message has been seen/read.
Topics allows the Caregiver to initiate the chat. On the screen, the Topic title appears in the header. On the chat thread, the badge to the left of the chat message are the initials of the Agency user; as there may be several users responding to the Caregiver. To send a message, enter the message in the text window and click the paper plane icon to send.
When sending a Chat message to a Caregiver via MyChats or Topics, Agencies usually expect them to receive and read that message without delay, especially time-sensitive issues.
Push notifications alert Caregivers that chat messages haven been received when they are not logged into the HHAeXchange Mobile App, as seen in the image below. When clicking on the notification, the screen redirects to the Chat page once authenticated. The Caregiver can immediately view the message and act accordingly, right after it is issued by the Agency.
