How to Guide - Waiting Rooms
Your waiting room can be customised in several ways to better suit your needs and improve user experience. This article covers how to:
- Assigning new users
- Waiting area media
- Post-call redirection
If you’d like further support with customising your waiting room, please get in touch with our Customer Success team, here.
Assigning new users
To assign an agent/clinician to a waiting room, you'll need a customer or department administrator role. The agent/clinician should already have a platform account before completing this step.
From the Waiting Rooms tab, find the room you wish to update and click the pencil (edit) icon. On the waiting room details page, select the Permissions tab from the box on the right.
Search for the agent/clinician by name, if they have an account, their name will appear in the dropdown.
Select one of the three permission levels available and the agent/clinician's account will now reflect the updated permissions.
Waiting Area Media
The platform allows you to enter additional media, such as a YouTube video or hold music to the waiting area.
To add a YouTube video to your waiting room, you'll need admin permissions.
On YouTube, navigate to the video and select the Share option, then choose Embed.
You will then be presented with this window:-
From the embed window, copy only the URL found between the quotation marks in the embed code:
In your platform, select the waiting room to edit and click the pencil icon. Select the Theming tab on the right and paste the video URL into the 'Link to waiting area video' field, then Save at the bottom of the page.
Callers/patients will now be offered the option to play the video while waiting in the room, see example screen.
Post Call Support
Supporting documents
The platform offers multiple features for assisting your callers/patients after a call ends, including adding a custom re-direct link or providing a link to documents for downloading post call.
To upload a document link, from the waiting room's edit menu select the documents tab:
When prompted, select Yes to enable document links, then click 'Add a New File Link'.
Enter a simple display name (e.g. "Feedback Form") and the URL of the document or webpage and click save at the bottom of the page.
Once the call is completed, these links will appear to the caller/patient under 'Supporting Documents'.
Note: if a custom post-call redirect has been set up, document links will not be displayed as the caller/patient is automatically redirected once the call ends.
Post Call Redirect
Alternatively, you can enable a post call re-direct that callers/patients will be diverted to automatically once a call has ended instead of the 'Your call has ended' page. To do this, enter the waiting room editing feature and scroll to the 'Redirects' section.
Automatic redirects can be implemented for both callers/patients and agents/clinicians and are useful if they are required to completed specific actions or forms following the video consultation. Simply enter the link that you would like to use into the relevant field and select save at the bottom of the page.