Manage your Messages inbox with your Actionable tab, Message Tags, bulk actions, and more.
Video Overview
Actionable Messages
Your Messages page is organized by an Actionable or All tab.
The following messages can be found in the Actionable tab:
-
Drafts will appear at the top of the list in italics
-
A blue dot
indicates a new unread message
- A yellow dot
indicates a message has been opened by your office, but has not yet been responded to
-
A red dot
indicates a message that was undeliverable
Messages can be removed from and returned to the Actionable tab.
Tagging Messages
Tagging allows you to assign a message thread to a department or team member.
Create a Message Tag
- Select the
Ellipses icon in the upper right corner of your Messages app
- Select
Message Settings
- Select Tags
- Click Add New Tag
- Type in a Tag Name
- Assign desired team member(s) to that tag
- Click Save
Hover over an existing Tag to Edit or
Delete. If you choose to edit, you can change the name or assign a person to the tag to be notified that the message needs to be addressed.
Tag a Message
Once tags are created, you can apply a tag to your message threads:
To add a tag,
- Click on the blue
- Click Tag Message(Desktop) or Apply Tag (Mobile)
- Select the tag you want to apply
To change a tag,
- Click on the blue
- Click Tag Message (Desktop) or Apply Tag (Mobile)
- Select a different tag
To remove a tag,
- Click on the blue
- Click Tag Message (Desktop) or Apply Tag (Mobile)
- Select Unlabeled
If you have multiple departments in your office's phone configuration, you’ll see the department along with any tags underneath the customer name or number in Messages.
Filter Your Messages Inbox
Once tags are created and applied, you can filter your messages with your tag(s).
To filter your inbox,
- Click on the
Filter icon in your Messages app
- Select the tags you would like to include in the filter by clicking the boxes
- Click Apply
If you have multiple departments in your phone configuration, you’ll be able to filter messages by your main line and department by using the dropdown at the top of the messages page and in individual customer messages.
When filtering by one department in a specific chat, you can see the individual message thread. If you choose to respond, it will be from the correct number of the department chat you have open.
If you filter by all departments in a chat with a customer, you see recent messages sent and received separated by the name of the department. You cannot respond from here.
Bulk Actions
Your Messages inbox includes the ability to Tag, Mark as Read, Mark as Unread, or Archive multiple messages.
- Click on the
- Select the
Actions
- Select the messages you want to apply the bulk actions or click the Select All icon at the top of the page above the individual message selectors
- Select to Tag,
Mark Unread,
Read, or to
Archive the messages
Note: Archived messages threads are removed from your messages inbox, but are not deleted. To see archived messages, send or receive a text from the number that contains archived messages. You can also search the patient's name or number within Messages and open the message thread to see archived messages.
Delete a Message
Get rid of individual messages in shared or personal threads in the desktop app.
- Open the conversation you would like to delete a message from
- Hover over the message
- Click the
Delete icon that appears next to the message
- Select Delete
Note: The deleted message will be replaced with a notification of the day it was deleted and your name. Anyone on the account can see this on shared messages.
Show or Remove Automated Messages
Weave Plus/Integrated offices can now choose to show or remove automated messages from the All tab.
Note: This feature is dependent on your practice management software.
- Select the
- Select
- Toggle on Mark Confirmations as Read
to remove confirmed patient responses from the Actionable Tab
Tip: You can also right-click on a message to mark a message unread, archive, or tag a message
Export a Conversation
When you need to download a record of a conversation in messages, you can save or print a message thread.
- Open the conversation you want to export
- Select the
- Click
Export Conversation Thread
- Select the inbound and outbound conversations by checking the box next to each, or by clicking Select All at the top of the conversation (you can also deselect all)
- Click Export Conversation
- Follow the system prompts to print or save to PDF
- Click Back To Conversation to return back to the messages