How to Create a Canned Message

Canned messages are pre-written templates that help you chat with patients quickly and consistently. You can create them to save time and even use placeholders to automatically fill in details, such as a patient's name.

Create a Canned Message

Find below the steps to create a new canned message from the patient chat window.

  1. From a patient's profile in the EMR portal, click the Chat button in the top-right corner of the screen.

  2. In the chat panel that appears, click the Canned Messages button located just below the message composition field.

  3. A Canned Messages pop-up window will open. Click the Add Message button to start creating a new template.

  4. In the Message Name field, enter a short, clear title for your template (e.g., "Welcome Message" or "Appointment Reminder"). This name is for internal use and will help you find the right message later.

  5. In the Message Content field, type the full message you want to save as a template.

  6. To personalize your message, you can insert variables that automatically pull in patient or user data.

    1. Click the Insert placeholder dropdown menu.

    2. Select a placeholder from the list, such as Customer Full Name or Agent Full Name.

      This will add a variable (e.g., {{customerFullName}}) to your content. When you use the message, the system will automatically replace this variable with the patient’s full name.

  7. Configure the message's visibility and language:

    a. Select a scope: This controls who can see and use the message.

    • Organization: Visible to everyone in your organization.

    • Group: Visible only to users in a specific group. You must then select a group from the Select a group dropdown. These groups are managed in the CRM portal.

    • User: Visible only to you, the creator.

    b. Choose the language for this template (e.g., en for English or fr for French). This setting is used for filtering and organizing your templates by language.

  8. Once you have finished, click the Save New Message button. Your new canned message is now saved and ready to be used.

Use a Canned Message in a Chat

Once your canned message is created, follow these steps to use it in a chat:

  1. In the chat window, click the Canned Messages button located just below the text field. A pop-up window will appear showing a list of your available canned messages.

  2. Find the message you want to use by scrolling, or use the Scope and Language dropdowns to filter the list.

  3. Click the name of the message. The content will display within the pop-up window.

  4. Close the Canned Messages pop-up window (by clicking the X in the corner).

  5. The message content will automatically appear in the chat's text field. You can send it as-is or edit it.

  6. To send the message, you have two options:

    • Send & Watch: Sends the message and keeps the conversation assigned to you.

    • Send & Unwatch: Sends the message and unassigns the conversation from you.

Next Steps

Now that you know how to use canned messages, here are a few related guides to help you manage your patient communications and orders:

  • How to Use the Patient Chat: Learn how to use the patient chat window, including how to send messages, use the Ping feature, and forward conversations to Customer Service or a Pharmacy.

  • Understanding Patient Profile: Navigate a patient's complete record, which includes their history, submitted information, and all interactions with your brand.