Patient & Office Chat Space

All About IRIS

IRIS is a communication tool designed to enhance interactions within your dental practice. It enables seamless communication between your team and patients, all within a single, integrated system. With IRIS, you can effortlessly manage and maintain consistent communication with everyone involved in patient care, streamlining workflows and boosting overall practice efficiency.

Topics Covered

• Office Chat
• Create Group
• Personal Messages
• Patient Text
• Settings

Office Chat

Watch this video for a quick overview.

Office Chat enables efficient communication within the practice. Messages can be sent to individuals or groups for team collaboration.

• To set up the status, click the dropdown in the profile and select the current status.

• The available options are Active, Busy, Away and Offline.

 

Create Group

• Click Create Group to create a new group.

• Enter the Group Name.

• Add users to the Group by selecting the users from the Select Users dropdown.

• Click Create Group.

Note: Only 20 members can be added to a single group.

Once the group is created,

• Enter the message.

• Click the Emoji icon to add emoji(s).

• Click the Send icon button to send the message.

• Click Settings on the top right to view the options under Settings.

• Click Manage Group to edit the Group Name and Add members.

• Click Update to proceed.

• Click Mute to mute the messages in the group.

• Click Mark as Unread to mark a message as unread.

• Click Leave Group to leave the group.

• Click Delete Group to delete the group.

 

Personal Messages

Send personal messages to team members for quick, direct communication.

• Search for the intended user using the Search Bar.

• Enter the message.

• Click the Emoji icon to add emoji(s).

• Click the Send icon button to send the message.

• Click Settings on the top right to view the options under Settings.

• Click Mute to mute the messages.

• Click Mark as Unread to mark a message as unread.

Patient Text

Watch this video for a quick walkthrough.

Patient Text enables users to send and receive text messages with patients directly from the IRIS platform.

• Click All Locations dropdown to filter patient by their default location.

• Click the All Messages dropdown to filter by All Messages, Read Messages and Unread Messages.

For All Patients

All the patients in the selected location will be visible here.

To send a message,

• Search for the intended patient or responsible party using the Search Bar.

• The patient’s name will appear on the top, with the patient ID displayed below it

• Note: If a patient has opted out of receiving messages, an Opted Out flag will appear next to the patient name. 

• If you see the Ortho Patient Indicator (O), the patient is marked as an orthodontic patient, helping you route communications appropriately.

• Enter the message.

• Click the Images icon to insert an image.

  • Users can view the Thumbnail of the image(s) before sending, and if they wish to delete an image, click the Trash icon.

  • Click Send icon button to send the message.

• Click Add to Documents to save the image to the Patient’s Documents section.

  • Only JPEG, JPG, PNG and PDF images can be added to the Documents section.

• Click Download to download the image.

Note: To enable MMS

• The practice should contact CareStack Support ([e-mail]) to initiate the process. 

• Support will share the MMS addendum for review and signature. 

• Once the signed addendum is received, MMS will be enabled for the practice. 

• You can upload up to 10 images in JPEG, JPG, PNG, or GIF formats, with a maximum file size of 5 MB. 

• Click the image to Preview. 

• All Incoming messages from patients will be automatically scanned for viruses.

 

• Click the Emoji icon to insert emoji.

To add a Template,

• Click Select Template.
  

• Select the desired Template.

• Click Use Template.

Note: 

• The templates are configured under System Menu > Practice Settings > Templates. 

• To view or send patient messages, users must have the relevant permission(s) enabled. To enable this permission, navigate to System Menu > Practice Settings > Administration > Profiles > Manage Permissions > Patient Engagement > Communication, and select View Patient Messages and Send Patient Messages. 

• To Add, Edit, View or Delete templates, navigate to Manage Permissions > Practice Settings > Template Settings (applies to Email, Memo, Text, Remark, Bulk, and Direct).

• Click the Send icon button to send the message.

• Click Load More Messages if you would like to load any previous messages.

Note: The patient will receive your messages via text to their phone. Messages once sent cannot be edited.

 

For Potential Patients

Messages from unknown numbers that are not linked to patients will be displayed here.

To view and send messages to potential patients,

• Click Potential Patients.
  

• Select the intended message.

• Enter the message and click Send.

Note: Users can select a template as well.

• Click Settings on the top right to view the options under Settings.
• Click Delete Chat to delete the chat.
  
   

If a message from an unknown number is identified as a new patient, it can be added to the system.

• Click Add Patient.

• Enter the Name, Date of Birth, Gender, Patient Type, Location, Phone Number and Email.
• Click Add Patient.

Settings

Click Settings to manage Browser Push Notification and Notification Sound for Office Chat and Text Chat. To learn more, click here.

Practices can use this comprehensive guide to learn all about Iris to manage communication.