When a call needs someone on your team to act, Lara leaves a task in the patient's thread. You can see it from the inbox and also from the Tasks tab. In addition, every call leaves a summary in the conversation. This article explains when a task is created and what the summary contains. To learn how to work with tasks, see Tutorial: How to Use Tasks?.
What it is for
- Letting your team see in the inbox, or in the Tasks tab, what Lara could not resolve on her own.
- Making sure no request is lost, even if the call is cut off.
- Helping your team understand in seconds what the call was about, without listening to it.
How it is activated
BrainHi configures tasks and the summary for you. If you want to change which requests become a task, contact BrainHi.
Step 1: Requests that become a task
Lara creates a task in the patient's thread when the patient asks for something that a person must handle. These are some examples:
- A cancellation.
- An authorization.
- Speaking with a person. This request appears as Pidió hablar con una persona.
The scenarios listed are only examples. Which requests become a task is subject to the definitions established with you. If you want to adjust them, contact BrainHi.
Step 2: Questions Lara could not answer
Lara can leave the questions she could not answer as a task, so your team can handle them.
Step 3: Calls that get cut off
If the patient hangs up in the middle of a request, a task is left with what Lara managed to capture. Your team can continue from there.
Step 4: Read the call summary
Every call leaves a summary in the patient's thread with three parts: Tema / Resultado / Próximos pasos.
- Tema (topic): what the call was about.
- Resultado (result): how it ended.
- Próximos pasos (next steps): what is still pending, if anything.
When the conversation opens
Calls that Lara escalates to a person always open the conversation. Calls that Lara resolved on her own also open it by default. If you prefer that calls resolved by Lara do not open the conversation, contact BrainHi.