When a patient requests an appointment from citas.pr, the request reaches BrainHi like any other, with a few differences. This article explains how to identify it and why the patient's phone is hidden at first.
How to identify the request
Requests from citas.pr carry the Nueva vía citas.pr (New via citas.pr) badge. When you hover over it, the tooltip reads "Esta solicitud llegó por citas.pr." (This request came through citas.pr.).
You will see it in the inbox requests panel and on the Appointment Coordination card. The badge stays after you accept the request.
Phone hidden until accepted
If the patient has never talked with your office, their phone appears hidden, for example 450-***-****, with a lock and the text Oculto hasta aceptar (Hidden until accepted). When you accept the request, the full number appears.
Why it is hidden
So that your office replies in the conversation thread and the context of the request is not lost.
What you cannot do while it is hidden
While the number is hidden you cannot send text, quick replies, images, or documents, and you cannot call. The message field is disabled, without a warning. Accept the request to be able to contact the patient.