Client Email Communications (Workflow)

Client Email Communications (Workflow)

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The Client Communication Workflow

RxWorks Email Integration allows users to ‘talk’ to “IMAP” capable mail services such as “Gmail”. This is a great way to keep track of communications sent to you from your clients by archiving email into the program.
By synchronising with your external email account, RxWorks can ‘read’ the sender address and download the email message directly to the client record.
Email Integration stores text and attachments directly into your “client records”. This saves you the time spent extracting text and file attachments from emails & manually transferring them into RxWorks.

RxWorks Email Integration

  • Is not a replacement for your existing email client such as Outlook, Outlook Express, or ThunderBird.
  • Does not support “POP3” communication.
  • Is not a tool for managing regular emails like those received from suppliers, other practices etc.
Email setup and management can sometimes be very confusing. It is important to understand what this email integration feature does and does not do. This way you can reap the benefits of quick & easy integration as well as accessing your regular external email the way you always have.

Managing Incoming Messages

Using The Client Communications Workflow

Sort Emails in Your External Email Account

Firstly, an email from your client arrives into the Inbox of your IMAP capable mail service, such as Gmail.

Your inbox is likely to contain a variety of mail from other clients, suppliers & business contacts. So, to make sure RxWorks only imports the emails you want, you will need to manually sort those emails into the nominated folders for client mail. For example ‘Incoming.’

Manually moving the RxWorks client eMails from your Inbox to the nominated ‘Incoming’ folder will prevent general clinic mail being marked as ‘Unresolved’ once it is synchronised in the RxWorks program.

RxWorks will Synchronise with your External Email Account

Once you have “set up your external email account details in RxWorks”, it will synchronise with the nominated folders in your external email account, checking for new mail every few minutes.
If any new email exists, RxWorks will attempt to locate a client in your system to attach the email to.

  • RxWorks will attempt to match the sender address from the email, with an email address of a client in your database.
  • If no email address in your database matches the email sender address,the email will be moved to the ‘Unresolved’ folder for you to “manually identify a client to attach it” to.

If an email is matched to a client email address in your RxWorks database, the message will be moved from the ‘Incoming’ folder to the ‘Resolved’ folder in your external email account.

Additional Articles

Setting up “Incoming Mail in RxWorks”.
How to “Manage Unresolved Emails”.

Settings Summary – Client Communications Workflow

To set up the Client Communication Workflow you must have an email account to receive & organise your mail. The settings to access the external email account must be entered into RxWorks to enable the program to synchronise with the folders in your mail account.
For detailed configuration guidelines on setting up a new workflow, please see the article “Incoming Email Account – Setup”.

Summary Of Settings

RxWorks recommends creating the following folders in your external email account to suit the Client Communications Workflow.

A folder called ‘Incoming.’

This folder is where sorted client mail is placed for import into RxWorks.

A folder called ‘Resolved.’

This folder is where mail that has successfully attached to a client record is archived.

A folder called ‘Unresolved.’

This folder stores unattached mail until it is manually resolved.

Any email that cannot be imported into RxWorks will remain ‘unresolved’. For instructions on how to get these emails attached to a client record, see the article “Managing Unresolved Images”.
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