2. Handling Requests for information

One of the tasks agents most frequently perform is responding to requests for additional information from leads and patients. For the sake of this tutorial we’ll assume that these requests are not taken care of by influx business rules and that you are going to respond manually.

There are two options for providing information to a lead. The first is to use a macro and the second is an email.

Let’s imagine that a lead has sent you a request for information about a new procedure and look at ways you may wish to process the request. I you anticipate that there will be many requests for this information you can write a carefully crafted letter and provide it to an administrator to be added as a macro. As mentioned earlier, macros save agents a lot of time because they can be written just once but sent many times.

Option 1: Using a Macro

In the messaging center, simply select the macro you want to use from the list and it will immediately populate the text editor. You can edit the email if you wish to make it more specific to the patient’s request. You will notice that the email macro has several placeholders within the text. Placeholders can be added to any email, note or message that you send through the text editor. They are references to system and lead data and provide personalization to your communications by adding the appropriate data when the message is sent.

Option 2: Custom Responses

At times a request will come to you that cannot be answered using a macro. In this situation you can respond to the lead by email from the messaging center.

Start by selecting the green email icon from the menu at the top of the messaging center. The message is automatically routed to the lead so there is no need to add an address. Type in a suitable subject line. If you wish to share your email with other agents you can select them from the “CC” dropdown box.

Type your response email into the text editor. When you are finished, Click the submit button. Your email is added to the lead history and sent to the lead.

Working with the Text Editor

The purpose of the text editor is to convert your message into a standardized professional appearance when viewed through email applications. The options available for formatting are intentionally limited to essentials to ensure your emails are formatted appropriately across the widest range of email viewing applications possible.

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