Communication
The omnichannel inbox, texting, email, calls, your channels and notifications.
11 guides105 min in all
Videos
Guides
The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.11 minTexting 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.10 minGroup 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.9 minPhone callsPlace calls from Ona, answer inbound calls in the browser, and review call cards with AI summaries, recordings, transcripts, and outcomes in the conversation.8 minInternal notes and mentionsUse internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient.9 minSetting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 minGetting 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 finish setup, enable calling, choose who answers inbound calls and who is notified about missed calls, set your voicemail greeting, review team phone numbers, and manage spam numbers on the same page.12 minChatting with website visitorsSet up the website chat widget, add it to your practice website, and answer visitor messages from the omnichannel inbox.7 minNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.14 minEditing notification templatesCustomize the email and SMS wording used by automated notifications in Settings. You can preview each template with sample data, insert supported variables, save custom copy, or restore the built-in default.10 minManaging external contacts in OmnichannelUse the Omnichannel address book to save practices, payers, pharmacies, vendors, and other outside contacts. You can search and filter the list, update contact details, delete contacts, and open text, call, or email conversations from a saved contact.5 min
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