Bringing Patients In
Every way a patient enters the live workflow, the conditions that must hold, and what keeps them from entering twice
A patient does not enter a workflow by being in your database. Something has to trigger the workflow for them, and at that moment three conditions must hold. This page lists every trigger, what each looks like on screen, and why a patient sometimes does not appear.
The Three Conditions
Condition | Meaning | If it fails |
|---|---|---|
Care Manager is enabled | Your account has the Care Manager feature | The trigger does nothing; the Workflow Builder shows the "not activated" screen |
A workflow is published | One workflow on the account shows Published | The trigger does nothing |
The source matches | The patient's source equals the Source of one rule on the workflow's Lead Source node, ignoring letter case | The trigger does nothing and the patient stays off the board |
None of these failures shows a message to the agent. When a patient does not appear, check these three first.
Ways In
Add Patient from the board
- Press + Add Patient on the board, enter the phone number and press Check.
- For a new patient, one of two forms appears:
- When your account has a patient form configured, that form opens. Submitting it saves the patient but does not trigger the workflow.
- Otherwise the manual form opens: the name, a Customer Information block with + Add Attributes, a Subscribed switch and a Trigger Workflow switch. Switch Trigger Workflow on and press Add & Close; "New patient added successfully" confirms it.
- An existing patient shows a card with Send Template and Go to Chat only; the workflow is not triggered from here for them.
From a conversation
Open the patient's chat, press Feedback and the dialog "Submit Feedback" appears. Switch Trigger Workflow on, fill what the form asks, and press Submit. The same dialog offers Add Follow Up Time, Update Agent and the sticky-agent controls. "Self-Assign Chat for Access" as the button's tooltip means you must assign the chat to yourself first.
A form action
A feedback form can carry an action that triggers the workflow on submission. Any submission of that form, from any screen, then triggers it. Your administrator sets this on the form.
Appointment check-in
When a patient is checked in for an appointment in Hospital OS, they are added as a patient and the workflow is triggered for them.
Select Stage on a patient outside the workflow
More actions → Select Stage on a patient who is not in any workflow starts the workflow for them from its start node; the stage picked is not used (see Moving and Assigning).
What Happens on Entry
- The patient is placed at the start node and enters the first stage.
- That stage assigns them by its rule, starts its clock and creates its tasks.
- The card appears under the first stage's tab, in Today or Upcoming.
- Logs on the patient shows the assignment and the tasks.
What Keeps a Patient From Entering Twice
- A patient who is already inside the workflow stays where they are; a second trigger does not start a second run or move them.
- A patient with an open ordinary conversation, one that is not a workflow conversation, is not entered until that conversation is resolved.
- When the workflow completes, the patient's workflow conversation and tasks are resolved. The next trigger starts them again from the start node, as a new run.
Why a Patient Is Not on the Board
Symptom | Likely cause |
|---|---|
Added with Trigger Workflow on, never appeared | The source does not match a Lead Source rule, or no workflow is published |
Appeared, then vanished | They are inside a delay, condition or template node, or the workflow ended; check the Repository's Completed column |
Appeared under a tab you do not see | The stage is hidden in your Manage Stages; open All Tickets |
Triggered from chat, nothing happened | The patient still had an open ordinary conversation, or was already in the workflow |
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