What is a Group?
A Group is a collection of one or more Members that is designed to facilitate communication internally and externally within an organization. Rhinogram has two types of groups: a Patient Message Group and a Team Message Group.
A Patient Message Group deals with external communications between members and Contacts (Patients & Others) through Rhinogram channels.
A Team Message Group deals with internal, secure communications between Members (your Team) in Rhinogram.
There is no limit on the amount of groups you can create. It’s meant to be flexible for any size organization. Individual members can be a part of multiple groups or no groups at all. You can also set multiple channels to route to one group, but a channel can only have one route.
Who can create and edit a Group?
During your implementation period a Customer Success Representative should created at least one Patient Message and one Team Member group on your behalf. You also have the flexibility to adjust the configuration of the groups you already have as well as add additional groups.
All Message Group are visible to all members in the List View, only Members with Administrative permissions can create and edit Patient Message Groups. You would do so by navigating to Settings and clicking on Groups. A list of all current groups can be viewed. If you select an existing group, you'll be able to edit that group including adding or removing members. If you click the plus sign in the upper right corner, you'll be able to create a new group.
When it comes to Team Message Groups, however, all Members can create them. They'll only be able to edit the Team Message Groups that they are a part of.
How do I choose Channel Routes for my Group?
First, think about which Channels need to come into your group. Channels are phone lines, RhinoSecure and Facebook channels you've setup. You'll want to create your group before routing a channel. Once you've created your group, you can navigate to Channels in Organization Settings and select the channel you'd like to route to that group. If you are setting up a new channel, then you would do that now. Once you're ready to route the channel in the channel editing page, a list of your Patient Message groups will appear for you to choose from. You won't be able to route any channels to Team Member groups as those are intended for internal staff communication alone.
Can a Patient Message Group and/or Team Message Group be deleted?
Yes. A member with “Delete Group” permission will now have the ability to delete a group that has been created in Rhinogram.
Click on Settings in the lower left hand corner, and select Groups
Select the Group you wish to delete from the list and then select “Edit Group”
Within the Edit Groups page, scroll down to the bottom and click on the trashcan icon in the bottom left corner.
The user will receive a prompt to confirm the delete.
A member with the appropriate permissions can delete any type of group - patient groups, team groups, patient and team groups.
In certain scenarios it will not be possible to delete a group due to the following reasons:
Patient Group: When a group has a channel routed to it
Patient Group: When a group has conversations assigned to it
Patient Group: When a group currently has forwarding set to it
Team Group: When there is conversation history in the group. In this case, it will not be possible to delete this group.
Patient and Team Group: When there is conversation history in the team group, it will not be possible to delete this group. If any of the patient group rules above exist, they will need to be removed.
If any of the above scenarios exist, you will receive one of the below messages:
or
How many Members can be in a Group?
A Group can contain an unlimited number of Members.
What happens when you add a new Member to an existing Team Message and/or Patient Message Group?
That Member will be able to see all existing messages in both the Patient Message and/or Team Message thread.
Can I change a group type once it’s been created?
You can change a Patient Message Group or a Team Message Group to a Patient Message & Team Message Group. You can’t, however, change a Patient Message & Team Message Group to just a Patient Message or just a Team Message Group.
Also, you can’t edit a Patient Message Group to a Team Message Group or a Team Message Group to a Patient Message Group.
Can I set-up an auto-response for a group?
You can set-up an auto-response for a Patient Message Group if availability hours are set. A member with Administrative permissions can do so by navigating to groups under Organization Settings and selecting the group in question. Simply click edit and find the section entitled Availability Hours.
How does a message come to my Direct group under patient messages?
The only way a patient message can come to you directly is if it is forwarded. Forwarding is done on the individual contact level basis. Learn more on how to Forward a contact!
Is there a limit to the amount of groups an organization can create?
An organization may have unlimited number of Groups.
Are all characters and emojis supported in Group names?
[]()|$^'";:?/<. and other basic characters like # and * are supported. However, characters like ƕŒ☝︎
︎⬧︎⧫︎
︎❒︎?︎⬧︎ could produce an error in Rhinogram i.e. when using @Mention in a note.
How does a Member view their Groups?
Any time a member is added to a Patient Message Group or a Team Member Message Group, those groups will appear in their respective categories on the left side navigation bar in blue. A Member can also view the Groups by going to the Group Settings Page, where the list of Groups will be listed alphabetically.
