What are Templates?
Templates are frequently used responses that an organization can use to quickly respond, rather than having to type it out each time. It also helps provide consistency in how an organization responds to a question regardless which member answers the question.
There is no limit to the number of templates an organization can have and templates can also include attachments. Templates can be used to communicate with patients or with other team members internally.
How can a member add a Template for our Organization?
Members should navigate to Settings (gear icon lower left) and select the Library option from the menu.
What can a Member access in the Organization Library?
Members with the correct Role can access Templates or RhinoForms *BETA
Who can create, edit or delete templates?
Members who have view/edit/delete template permissions can manage templates. The system roles of Admin or Member templates, by default, have the correct permissions for a member to have full access to create, edit or delete templates. Visit Roles to learn more.
Sample of Library: Templates
How can a Member create a template?
Once you are in the library, select the Green + sign to create a template. Choose a title and the message content for the new template. Any attachments can be added to a template. Finally save to add the template to the template library.
Note: If a template is meant for team chat (internal communication) only, toggle on Enable for Team Messages.
If a Template is enabled for Team Messages, a reminder will display that Variables and Forms are not supported within Team Messages.
What are the different types of Templates?
Contact Message Templates: Templates that are used when communicating with a contact.
Team Message Templates: Templates that are used when communicating with a staff member via Direct Chat or within a team chat group.
System Templates: Templates that come with your Rhinogram organization (Examples of these are HIPAA or RhinoPay consent templates).
Can a Member edit or delete a System Template?
Yes, all system templates are able to be edited. If needed, Select 'Revert to Original' in the lower left-hand corner to go back to the original system template. System templates are not able to be deleted.
How can a Member insert a variable in a template?
A Member with edit template permissions has the ability to add variables to their templates. Variables reduce the number of manual personalizations a member has to do when selecting that given template.
To add a variable into a template, place the cursor in the desired variable location, and select the variable. Variables that are included in the template will display in blue. To remove a variable from your template, click on the variable and backspace or select the delete key to remove it.
Edit Template:
Variables are separated into 3 categories:
Demographics: First Name, Last Name, Preferred Name of the contact
If the preferred name variable is used for a contact that does not have one listed, it will pull the contact's First Name.
If the patient does not have a preferred name or first name, we will fill in a blank space where the name should be. (This will occur if a templated message with the name variable is sent to an Unknown contact).
Appointment: Appointment Date Time and Provider (for the next appointment) for the contact
If the contact does not have a future appointment in Rhinogram, this variable will display blank. If the contact has more than one appointment date time in Rhinogram, we display them all separated by a comma. Note: An organization must be integrated with their PMS in order for this variable to pull appointment data.
Organization: Organization Name, Sending Member First Name, Sending Member Last Name for your practice
Note: The character count of a message utilizing variables will vary based on the length of the data being inserted.
Can variables be used in Team Message Templates?
Variables are only available for contact message templates.
Can emojis be added into templated messages?
Yes they can! When a user is creating/editing a template they can use the emoji picket below the message box to add in emojis.
How to search for Templates:
Use the Search Templates field and type the specific name of the template or any word or phrase contained in a template and the list will display showing any templates with matching criteria.
Members also have the option to filter their Template Library list to show only their 'favorited' templates.
How can a Member add a template to their favorites list?
Select the heart icon
located to the right of each template. Once this heart is selected, that template will now appear under that Member's favorited templates. Favorited templates are for a specific user so each Member of an organization can have their own favorites list.
Filtered to 'Favorite'
What is the benefit of favoriting a template?
Favorited templates display at the top of the templates list, which makes them easier to find when sending a template. This only impacts the individual member; it is not organization-wide. The list will combine all contact and team templates while sorting them alphabetically.
How does a Member use a template when communicating with a contact?
Once a template is created, anyone in an organization will be able to access it from the Templates library and use it for a given conversation.
To select the template the member wishes to use, they simply need to click the speech bubble icon to open up the list of templates.
What size files can be uploaded?
Create templates with any files types and send the template via SMS, Facebook, RhinoSecure or Team Messages. The patient will receive an attachment or a link to view the file in their web browser depending on what is most appropriate.
When viewing the Template Library, any Template with a paperclip icon indicates there is a file attached to that particular Template.
Below is the Message Type, file size, and file delivery types depending on what channel a Member is utilizing in Rhinogram.
Can multiple attachments be uploaded to one template?
Yes. Each attachment can be up-to-the required file size for whichever channel you intend to use the template. It is possible to have a template with a mix of files and links. One link per file will be generated and embedded into the text message.
Can a Member send PHI (patient health information) through a regular text message file link?
PHI is able to be sent via text message; however, it is strongly recommended that a Member ensures the proper consent has been granted of the contact before using that channel of communication to send sensitive data. Visit HIPAA General Overview for more information.
Can an image be viewed after it has been uploaded to a message template?
Yes, an image can be viewed in two areas after being uploaded.
When creating the message template and the file is uploaded, click on the image and it display a preview. This can be done before saving the message template.
From the message template area, click on the image link and it will preview of the image.