Team Admins will be able to go into Team Settings → Routing Settings → Providers. Click the Provider filtering disabled toggle to turn it on (it will then say Provider filtering enabled). This will trigger a one-time sync from the EHR of all providers that have had an appointment within the last 6 months. Once the providers populate, subscribe staff that should see those conversations in their My Inbox and Unassigned Inbox.

How does a patient conversation get tagged with a Provider?

Just like Location routing, if a patient has an upcoming appointment with a provider, Klara will tag the conversation with this information.

How does routing logic work?

Klara's routing logic is hyper-specific (exact match vs partial match). There are 3 routing categories: Reasons, Locations & Providers. If a staff member is only subscribed to Provider A, but a conversation matches Provider A and a Reason, then that staff member wouldn't be routed that conversation.

Example 1: A practice has Reasons, Locations & Provider routing settings enabled. Dr. Jane is only subscribed to Location A & Provider A. However, a patient conversation matches Location A, Provider A & the patient selected Reason A. Dr. Jane wouldn't be routed that conversation. She would need to also be subscribed to Reason A — all three criteria apply.

Example : A practice has Reasons & Provider routing settings enabled. Dr. Jane is only subscribed to Reasons A & B, and Provider B. The patient selects Reason A and, based on their upcoming appointment, the conversation matches Provider B. The conversation would be routed to Dr. Jane.

Default Subscriber Reminder

With a Default Subscriber, conversations that don’t meet specific routing criteria are never missed.

It's important to review Routing Settings to ensure various combinations are accounted for. This also lessens the amount of conversations Default Subscriber(s) will have to triage.

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