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Social automationAvailable

Social automation

Rules that triage the social inbox for you: match incoming interactions by keywords, type, network, or review rating, then set status, assign a teammate, or send a generic acknowledgement. Replies sent by rules never include patient information and hold during quiet hours.

Open this screen View the connect communication channels walkthrough
01

What you can do here

Rules list

Each rule shows what it matches and what it does, with a switch to pause it instantly without deleting anything.

Conditions

Keywords, interaction types, networks, and a maximum review rating can combine; leave a condition empty to match everything.

Actions

Set the interaction's status, assign it to a teammate, or send a saved acknowledgement so the person knows the clinic saw them.

02

Follow these steps

Route poor reviews

  1. Create a rule with Reviews rated at most 3 of 5.
  2. Assign it to the coordinator who owns reputation.
  3. Optionally add a calm acknowledgement that invites the person to a private channel.
03

Helpful habits

  • Keep acknowledgements generic; they are public and must never hint at someone's care.
  • Pause a rule instead of deleting it when experimenting.
04

Tips

  • Rules run in the order interactions arrive; a paused rule simply skips.
  • Quiet hours come from the policy under Channels.
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