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Message Templates in the Smart Inbox
Message Templates in the Smart Inbox

How to use and manage templates when messaging patients in the Smart Inbox

Ruby Culmer avatar
Written by Ruby Culmer
Updated over a week ago

To help you work more efficiently and respond to patients more quickly, we have built a message template manager which allows you to create personal or shared message templates. You can import templates into your message with just a couple of clicks.

Types of Templates

There are three different template types:

1. Personal Templates

You can create your own personal templates that only you will be able to see. These can only be used, edited, or deleted by the user who created the template.

2. Shared Templates

You can create a shared template, which is visible to all staff using the Smart Inbox in your practice. Shared templates can be edited or deleted by any user at the practice.

3. Public Templates

You can also use public templates which have been created by the team at eConsult. These are available for all Smart Inbox users and cannot be edited or deleted.

Accessing your Templates

You can access your templates by clicking on the templates button in the messaging box, as shown in the clip below.

You can switch between the different tabs to view your personal, shared, or public templates. You can also use the search box to quickly find a template.

Simply click on a template to import it into the messaging box.

Managing your Templates

You can manage your templates in the template manager. To open the template manager, open up your templates and then click 'manage' in the top right corner.

In the template manager, you will see 'all', 'personal', and 'shared' tabs. Public templates are not editable and therefore are not shown in the template manager.

The left hand side shows the list of templates and will also display the type of template.

You can use the search bar to search by the template name and template body, to quickly find the template you need.

On the right hand side, you can edit the template. The character count will be displayed in the bottom right of the template body. If the character count exceeds 1,000 the message will be too long to send via SMS.

Creating a new template

You can create a template in two ways:

  • By opening the template manager and clicking ‘new template’

  • By saving a message response from the message panel, which will open the template manager

When creating a new template you will need to provide:

  • The template name

  • The template body (the text of the message)

  • The template type (personal or shared)

You can also opt to allow patient replies when the template is used, rather than having to remember to toggle it on each time.


Using templates across multiple practices

If you have access to the Smart Inbox for multiple practices, your personal and shared templates will only be associated to the practice they are created within. This means that:

  • If you edit or delete a template within one practice's Smart Inbox, it will only be edited or deleted for that one practice

  • If you create a new template within one practice's Smart Inbox, this will only be visible in the practice it is created in

Any templates created prior to the release of the new template manager will be copied into each practice you have access to.

If you have any questions or you feel that this article could be improved, please feel free to give us some feedback by emailing us, pressing the emojis below or using the chat button on the bottom right-hand side of this page to speak to one of the eConsult team.

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