Collaboration Chat Center
The Chat feature in the Collaboration Center allows Users and collaborators to chat in real time and allows collaborators to send messages at any time for the funeral professional’s attention.
When collaborators “flag” messages for the primary arranger’s attention by using the “FH” button at the bottom left of the Chat window, a notification is generated, which lets you know that you have a message awaiting your response.
What is the benefit of using Chat for me, as a funeral professional?
The Collaboration Center is designed to open additional lines of communication between you, as a funeral professional, and the families you serve. Chat, as an extension of this feature, gives you the ability to keep all of the conversations held in the Collaboration Center with the case record, giving you insight into the family’s needs and desires, and decision-making process. You can chat with the family in real time, even if they cannot come into the office or get on the phone with you. Moreover, because the Chat feature is available 24/7, the family - even those up at 2 a.m. with a loved one in hospice—can always “flag” you in a Chat to let you know they have an important question or piece of information for you that they’d like you to know about. Unlike email, the chat message stays permanently with the case record, and you can refer back to it at any time.
How do I know when a family member or friend of the decedent has flagged a Chat for my attention?
You can access these notifications in several places on the Arrangement Module:
- From the Notifications Icon on any page
- From the Notification panel on the Dashboard
- From the Case Listing Page
- From the Collaboration Center Page of the case that generated the Chat Notification
What do these Notifications look like?
The Notifications Panel on the Dashboard
Shows you, the User, a listing of Chat Notifications generated by just your cases.
The Notifications Icon
Tells you, the User, how many notifications you have received in total from all your assigned cases, including Chat Notifications.
A Chat icon next to the case number on the Case Listing Page
A red bubble contains the number of Chat Notifications generated by all cases. This is visible to all Users in your Organization.
The Collaboration Center Page of any case
All funeral home Users with access to the Collaboration Center page can view and respond to Chat messages from the Collaboration Center page of any case, whether or not they are flagged for the primary arranger’s attention.
I’d like to encourage families in the Collaboration Center to start using Chat - how should I start?
Most people can use a little direction when they are learning new tools, and this is especially true of families who have lost or are facing the loss of a loved one. We find that pointing them towards the Chat window in the bottom right hand of the Collaboration Page helps to orient them on the page. You can also send out a first message, to help them get started.
What will the Chat feature look like to the family?
The Chat feature appears in the lower, right hand corner of the Collaboration Center. The first time a collaborator enters the Collaboration Center, there will be a set of short instructions superimposed over the Chat window.
After they click “Got it!” this instruction panel will never appear again, and they will be able to chat with you directly upon entering the Collaboration Center.
The Chat window appears in the same place on every page of the Collaboration Center, so the family will always know where to find it.
How do families flag a Chat for my attention?
When a collaborating family member or friend click the “FH” (Funeral Home) button, a notification will be sent to the primary arranger for their case.
A Notification will then appear in all the locations described above.
Note that the instructional overlay that appears on the previous page will tell the collaborator how this works, but we find that it’s also helpful to let them know in your first chat message that if they want to flag a message for your special attention, they can click this button.
They will know that they have flagged a message to your attention when a little red “FH” bubble appears on their sent message.
Can I turn Chat off and on?
Yes! From the Sidebar of any Case page, Users can “Lock Chat” for the Case. Note that Chat cannot be locked for the entire instance—it is done on a case-by-case basis.
How often are Notifications sent via text message?
The first time a Collaborator chats, the system sends the Case arranger a text message. After the first message has been sent, Passare sets a 1hour timer. Once the hour has elapsed (or the Arranger has dismissed their existing notifications), if there is more Chat activity in the Case, another text will be sent. This keeps the funeral professional in the know without flooding them with text messages from active collaborators.
Can I change how often Notifications are sent for Chat messages?
You can turn Notifications off and on again, either from the Dashboard, or from the Notification Icon. At Passare, we call this “do not disturb mode.” It allows you to stop receiving Notifications on the platform or to your phone while you are with a family, for instance. The system will record everything you missed while on “do not disturb mode,” and you can turn the notifications back on after your meeting.
Currently, you cannot configure messages’ frequency, but the product & development teams are looking into options to allow the User to make choices about how often they receive messages from the system.
Who do I call if I have questions?
Contact firstname.lastname@example.org any questions about this feature, or call the toll-free support number: 1-800-692-5111.