Healthdirect Australia Help Center

    How to receive waiting area alerts

    What Video Call platform role do I need: Team members/administrators with Waiting Area access

    You can receive alerts when callers arrive in your clinic waiting area. These alerts are specific to your account and can be configured so that you know when callers/patients arrive, or have been waiting for a set amount of time - even if you are away from your desk. If enabled, you will receive an alert when any caller arrives in the waiting area. Waiting area alerts are set for your account and do not change alerts for other team members of the same clinic. 

    All patients/clients use the same link to arrive in the waiting area for their appointment so any signed in team member will see all waiting callers, no matter which service provider the caller is booked in to see. Just like in a physical clinic, once callers arrive they are joined by their service provider when they are ready. You will continue to use your clinic/practice management software for bookings and to see who your next patient is, whether they are in person, via Video Call or a phone appointment. 

    Alerts are optional, so you can decide whether enabling them suits your workflow. If you work in a busy clinic with other service providers and a high volume of patients/clients arriving in the waiting area for appointments, you may wish to leave alerts urned off. 

    How to receive alerts:

    1. In the Waiting Area dashboard, click Alerts under Waiting Area Settings - Your Settings.

    2. You have three options for receiving waiting area alerts: SMS, Email and Desktop. You can quickly see what is currently enabled or disabled. To configure these click on the arrow next to the desired option. 
    1) Send SMS Alerts allows you to receive a text message when a caller is waiting for a set amount of time. Call Alert Delay timer allows you to set the amount of time your caller will wait before you receive a notification. You can use the Send SMS alerts toggle to turn SMS notifications on and off.
    Click Save to save any changes.
    When a caller has been waiting for the set amount of time, a text message will be sent to your specified number. This will include a direct link to access the clinic's waiting area from your mobile device.
    SMS Notification example


    2) Email Alerts allow you to receive an email when a caller has entered your clinic's waiting area. The email address associated with your account will be pre-populated initially, however you can change it here at any time.
    Call Alert Delay allows you to set the amount of time your caller will wait before you receive an email notification.
    Click Save to save any changes.
    The email will include a direct link to access the clinic's waiting area.
    Email alert example
    3) Desktop Alerts enable an alert on your desktop when a caller has entered your clinic's waiting area. This will include an alert sound.
    Desktop alert example

    Please Note: The phone number and email address you add to the alerts configuration will remain stored in your account for the clinic you have set alerts for until you change it. Phone numbers are stored in the waiting area settings. These need to be set up for each clinic you support.

    Watch the video:

    Please note: The waiting Area has a new design from Sept 10th, 2021. The new look is different to that shown in the video below, with Alerts now being found under Your Settings as described above. The video will be updated ASAP.  

    Please note this animation has no sound

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