SUMMARY

In this release, we’ve focused on improving the customer experience by:

  • Redirecting to Google if it’s the only review site enabled for SR Reputation Engine.
  • Encouraging users to upgrade to SR Conversations from SMTP and Shortcode.
  • Updating the date in the SR Schedule Basic banner to January 26, 2024.
  • Providing a beta experience for Insurance Pro.
  • Squashing bugs:
    • Recall: the email and text count should show 0 when we have a new recall that hasn’t sent any messages.
    • Location Hub: Confirmation Report not reading enterprise confirmations.
    • Take Action Calendar: Incorrect Appointment Types
  • Improving security and enhancing the backend.

 

SR Reputation Engine: Redirect to Google if it’s the only review site enabled

 

Why?

  • We want to provide a more streamlined process for users to leave a Google review.
  • The fewer clicks it takes, the higher the conversion for a review.

     

What you need to know:

  • Redirect the patient directly to Google instead of taking them to the page where they are prompted to choose where to leave their Review.
  • If a practice only has Google connected, enabled, AND “Never Collect Internal Feedback” Enabled.
    • Text message & email flow:
      • Text: User clicks on review invitation link | Email: User clicks on “Leave a Review” button
      • If NPS enabled > NPS Page > Redirect to Google on NPS submission
      • If NPS disabled > Redirect to Google when link is clicked
  • If a practice only has Google connected, enabled, AND “Only collect Internal Feedback on NPS of 6 or lower” is Enabled and the patient selects an NPS of 7 or above.
    • Text message & email flow:
      • Text: User clicks on review invitation link | Email: User clicks on “Leave a Review” button
      • If NPS enabled > NPS Page > 7 or above selected > Redirect to Google on NPS submission
      • If NPS enabled > NPS Page > 6 or below selected > Show review options flow with internal feedback and Google
  • The workflow will remain the same as it is currently done if they have Facebook and Google enabled.

 

 

 

Update Banner for Upgrading to SR Conversations from SMTP and Shortcode

 

Why? 

  • We need all users to update to our SR Conversations messaging flow to improve message delivery, practice experience, and comply with carrier requirements.

What you need to know:

  • Shortcode and SMTP message are subject to be shut off at any moment.
  • Clients must upgrade to 10DLC to comply with carrier requirements.

shortcode discontinuation message

 

 

 

OTHER  HIGHLIGHTS

 

BUGS

  • Incorrect Appointment Types
    • SR Conversations Appointment Type is pulling the wrong appointment type text.
  • 500 Error when Insurance Pro enabled
    • We are getting a 500 error while trying to open conversations when an enterprise account has Insurance Pro enabled.
  • Recall:  Incorrect Recall message count 
    • The email and text count should show 0 when we have a new recall that hasn’t sent any messages on the Unscheduled patient tab and Patient profile page.
  • Confirmation Report not reading enterprise confirmations
    • Location Hub SR Confirmation Report – confirmation data is inaccurate due to not recognizing enterprise template confirmations.

IMPROVEMENTS AND BACKEND

  • Security improvements