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Review Chats

Patient Enrollment Chats
Review a Chat, rate a response, read Workflow feedback, and search Chats with the Manager. Read the transcript

Chats let you review what a Member and an Agent said, see the Workflow context, and leave feedback on a response. Use the Workspace Manager to help find related conversations when you need another view.

Before You Begin​

  • Have permission to read Chats and access to the relevant Workflow's Feedback view.
  • For the example search, use a Workspace Manager configured for your Workspace.

Review a Chat and Its Feedback​

  1. Open Chats. A row identifies the Member, Agent, Workflow, and recent activity.
  2. Open a Chat and read the messages in order. Review the Task and the Agent's response in context.
  3. Open the details panel to see who is in the Chat, its channel, and the Workflow Task.
  4. Use the thumbs controls under a response to rate it. Choose Add details to explain the rating; the feedback stays attached to that response.
  5. Open the Workflow's Feedback view to review the rating, who left it, and how it was captured. Feedback may also come from an Agent's Feedback ability.

Open the Workspace Manager and ask it to find the kind of Member-facing Chats you need to review. Specify relevant terms and exclusions, then inspect the returned conversations using your normal Chat access.

What You Should See​

Your rating appears with the response and in the Workflow feedback queue. Manager can surface related Chats for review; open each Chat to inspect its context.

See Chats for Chat review. Continue with Routines.