What is a Member?
A Member is any employee within an organization that is set up in Rhinogram to communicate with patients, other contacts, and other team members. An organization can have an unlimited number of Members, however, there may be additional costs associated with more Members.
Please refer to your organizations Rhinogram agreement for more information on Member counts and pricing.
Members can be added to Patient Message and Team Message Groups for communication purposes, and Members can have channels routed directly to them. Members can also have their own Availability Hours and set-up an Auto-Response, if needed. Rhinogram recommends adding all Members first before creating Groups and routing Channels.
Note: All Members can view the list of Members within the organization. But an individual Member's permissions will affect what details can be viewed about each Member.
How to Add a Member:
Navigate to Settings->Members-> Click the green + sign. Follow the form and fill out all of the required information. Member invitations will expire after 24 hours. Should the Member not set up their password within that time frame they should follow the 'Forgot Password' flow on app.rhinogram.com to complete their registration.
Due to security, email addresses are required and must be unique for each member within Rhinogram.
Add the new Member to the desired groups before creating the Member. If the Member is not added to the Group where the main Channel routes, the Member will not be able to see incoming messages or initiate a new message.
How to route a Channel to a Member:
A Member with an Admin Role in the organization required. Navigate to Settings -> Channel -> Search for the Channel to route to -> Edit Channel on the Summary Page -> Scroll to Channel Routes -> Select the Member to route the Channel to -> Update Channel.
Note: All messages that are sent to that Channel will be routed directly to that Member
How to Add a Member to a Group:
A Member with an Admin Role in the organization required. Navigate to Settings -> Group -> Search for the Group to route to -> Edit Group on the Summary Page -> Scroll to Members section -> Add More Members -> Update Group.
Members can also be added through Settings -> Members-> Select the Member -> Edit Member on the Summary Page -> Scroll to Groups section -> Add to More Groups -> Select the Groups -> Update Member.
When creating a member, at the very bottom of the page there is a current list of all groups in the organization. Here add these new members to existing groups all in one step.
Where is a list of all Members in an organization?
Select Settings in the bottom left and corner and click on Members. All Members can view this page.
The total amount of Members in an organization will appear at the top of the page as seen below:
The Admin can also filter the list of Members by Role, Name, Tags, and Groups.
How to Edit a Member:
Navigate to Settings->Members->Select the Member-> In the Summary on the right, Select Edit Member.
Note: Email address can not be changed. If a new email address is required, deactivate the member’s current account and create a new one with the correct email address.
Who can add/edit/deactivate Members?
A Member with the Role of Admin or Member Admin has the ability to add, edit or deactivate members.
Can an Admin/Member Admin edit another Member’s Availability Hours?
Yes, while in the edit member page, there is an option to change another Member's personal availability hours, demographic information, role, groups and tags.
How to turn on Multi-Factor Authentication for a Member:
To enable Multi-Factor Authentication for another member, go to Settings -> Members-> Scroll to Login Information, and toggle 2-Step Verification to 'Enable'
Once this feature is toggled on and saved, the member will receive an email to complete the enrollment process. Additional instruction: Multi-Factor Authentication and Logging into Rhinogram
What are Roles and Permissions for Members?
There are four permission levels that come with your Rhinogram organization: Member Admin, Billing Admin, Admin and Member. Visit Rhinogram's Roles and Permissions FAQ to learn how for further information.
How to delay a new member’s email invite:
When adding Members into Rhinogram, there is an option to 'Add & Invite Member' immediately, and an option to delay the Rhinogram invitation email.
Add and Invite Member: This will send the email invite immediately to the email address provided
Add Member: The member will be created in Rhinogram, but invite will not be sent.
How to send the email invite if it was delayed:
Within the Member’s list view, under Members who were not sent an invitation, in orange it reads “Invitation not sent”
To send the invitation, select “Send Invite” within the Member profile summary.
How to Deactivate a Member:
Navigate to Settings -> Members -> Search for the Member, and highlight the Member name -> Summary Page reflects Member's name -> Scroll to the bottom and select Deactivate.
All Deactivated Members will be shown on the Member Settings Page under the Deactivated Members section at the very top. Deactivated members do not have the ability to login to an organization. If an organization needs to allow access to a deactivated member, the Member must be reactivated.
What happens to conversations that are assigned to a member once they are Deactivated?
Any conversations assigned or forwarded to that member will be automatically closed.
How do other Member's know if another Member is available?
There is a notifier throughout the Rhinogram application to let Member's know if another Member is online or offline. This is indicated by a green dot at the bottom right corner of a member's avatar.
How is Member availability determined within the browser vs mobile application?
Browser:
If a Member is “inactive” in the Rhinogram app on their web browser for longer than 10 minutes, then the inactive icon (gray dot) will display. A Member must be active on the Rhinogram app browser in order for their availability indicator icon to show green.
Mobile:
A Member has to be active in the Rhinogram app (i.e. currently using it on their mobile device) in order for the availability indicator icon to show as available (green). If a Member switches apps, and closes out of Rhinogram or lock their screen, then it will display as unavailable.
Can an organization limit a Member's access to the Rhinogram mobile application?
Yes, Member's access to the mobile application can be limited to either Team Conversations or Contacts & Patient Messages. Visit Roles to review how to limit or disable mobile application access.
Can a member have a default channel (phone number) if the organization has more than one phone number?
Yes, this can be set up on a member under their profile. When the toggle is switched on to green, there will be a dropdown to choose the default channel.
When the default channel is being used to send a message it will appear in Green at the bottom of the screen. If another channel other than the default channel is selected, it will appear in Orange. (If no default channel is set up for that member, it will appear in the standard grey).
