Communication

The omnichannel inbox, texting, email, calls, your channels and notifications.

10 articles

The omnichannel inboxUnderstand how Ona brings patient, lead, and team conversations into one inbox across secure messages, SMS, email, calls, website chat, groups, and internal notes.7 min read

Texting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.6 min read

Group chats and team conversationsCreate and work with group conversations in the omnichannel inbox. Find group chats, rename them, manage access, follow mentions, and use message actions that are available for in-app messages.6 min read

Phone callsPlace calls from Ona, answer inbound calls in the browser, and review call cards with recordings, transcripts and outcomes in the conversation.7 min read

Internal notes and mentionsUse internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient.5 min read

Setting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, and voicemail settings from Omnichannel settings.7 min read

Getting your phone number approvedProvision your practice phone number from Omnichannel settings and track carrier approval for local 10DLC registration or toll-free verification. You can also enable calling, choose who answers inbound calls, and set your voicemail greeting.8 min read

Chatting with website visitorsSet up the website chat widget, add it to your practice website, and answer visitor messages from the omnichannel inbox.6 min read

Notifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent, schedule visit reminders, and edit notification message templates.7 min read

Editing notification templatesCustomize the wording used for automated email and SMS notifications from Settings. Preview messages, insert supported variables, save custom copy, or restore the built-in default.5 min read

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