Assign and archive
The assign and archive features have been designed to improve the messaging workflow for professionals. These features are most beneficial for teams where multiple team members are responsible for managing messages from patients & has been designed to work nicely with our automatic cc feature.
It is important that before your team starts using this feature, you discuss as a team how you will use it to ensure no one accidentally misses a message.
Assign
The assign feature
The assign feature allows professionals to assign a message to themselves. This is to avoid multiple professionals within the same team duplicating their work.
How to assign a message
To assign a message, click ‘Assign to me’ at the top of a message thread.
How to unassign a message
To unassign a message, click ‘Assign to none’ at the top of a message thread.
What to do if a message is assigned to someone else but should be assigned to you
If someone in your team has assigned a message to themselves, but it should actually be assigned to you, you can click ‘Assign to none’ to unassign it.
Once unassigned, you can click ‘Assign to me’, and the message will be assigned to you.
Assigning a message to someone else
You can only assign a message to yourself.
Visibility when a message is assigned
When a professional assigns a message thread to themselves, it will show as assigned for:
The professional
Any participants in the message who are in the same team as the professional
It will not show as assigned for the following participants:
Patients
Carers
Non-institutional professionals
Professionals who are in a different team from the professional who assigned the message.
What happens when the assigned professional leaves or hands over a message
If the assigned professional leaves the message, the message will automatically be unassigned and will become ‘Active’.
Assign a message where there is only one participant
It is possible to assign any message, even ones when only you and the patient are the participants. Remember, the patient cannot see that it has been assigned, so if you want to tell them you are dealing with the message, then send them a reply.
Assigning a message when two separate teams are involved in the message.
When a professional assigns a message to themselves, it only takes effect for their team. If a second team’s professionals are also participants in the message, the message remains active for them. If a professional from the second team then assigns a message, this only affects their team (and the message remains assigned for the first team until somebody manually assigns the message to none).
Archive
The archive feature
The archive feature allows a team professional to archive a message for themselves and members of the same team who are also a participant of that message.
Archiving a message changes the status of the message. It removes the message from the ‘Active’ view of the professional’s inbox and instead displays the message under the ‘Archived’ filter.
This feature should be used with messages that professionals no longer need to respond to.
Interacting with archived messages
All participants in an archived message can respond to the message, whether this be patients, carers or professionals. This will automatically unarchive the message for the professionals in the team who archived it.
How to archive a message
To archive a message, click on the ‘Archive’ button at the top of the message thread.
How to unarchive a message
To unarchive a message, click the ‘Move to Active’ button in the options menu at the top of the message thread.
Visibility of archived messages
When a professional archives a message thread, it will archive the message for:
The professional
Any participants in the message who are in the same team as the professional
It will not archive it for the following participants:
Patients
Carers
Non-institutional professionals
Professionals who are in a different team from the professional who selected ‘Archive’
How to see your archived messages
Go to ‘Messages’ and then select ‘Archived’ on the filter at the top of the page.
Archiving a message where there is only one participant
It is possible to archive any message, even ones when only you and the patient are the participants. If the patient adds a new message to the thread, the message will automatically unarchive itself.
Archiving a message when two separate teams are involved in the message.
Yes. When a professional archives a message, it only archives for their team.
If a second team’s professionals are also participants in the message, the message remains active for them. If a professional from the second team then archives the message, this only affects their team (and the message remains archived for the first team until somebody manually moves it to active or sends a reply).
Assign and archive
What happens when an assigned message is archived
When an assigned message is archived, the message will display as both assigned and archived. If you then unarchive the message, it will remain as assigned.
How to see messages that are both assigned and archived
The filter at the top of the Messages page will allow you to switch between different message types. By default, you will see ‘Active’ messages - these are messages that have not been assigned or archived. You can switch to ‘Assigned’ and ‘Archived’. If a message has been both assigned and archived, it will appear in both the ‘Assigned’ and ‘Archived’ filters.
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