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The Queue and your team’s emails

When a patient needs your team, Terva puts it in the Queue and emails your practice. Here’s what you’ll get, when it arrives, and what to do with it.

Not working? See what to do

  1. Open the Queue

    Queue is the first page in your dashboard. Each item is a patient to call back, or something that can’t wait. Urgent items sit at the top, then Open.

    Each item shows the patient’s name, the kind of request, such as Callback or Booking, and a short summary. Escalation means Terva marked the call urgent. Use the All types menu to show one kind.

    The Queue with Needs you 3. Under Urgent: Grace Holloway, Escalation, fell on the stairs and can’t put weight on her ankle. Under Open: Daniel Reyes, Callback, and Sophie Tran, Booking.

  2. Call the patient back

    Open an item to see the patient’s number, their preferred time and what they asked for. Press Call back to ring them, then Mark done.

    No answer? Press Couldn’t reach: the item stays open and the attempt is logged under Activity. If it’s already sorted, press Not needed. Notes you add under Activity are there for the rest of your team.

    A booking request open: Book Sophie Tran in. New patient with a sore shoulder from tennis. Phone 0491 570 159, Preferred time Thursday after 4 pm, Reason Shoulder pain, an Activity note box, then Call back, Mark done, Couldn’t reach and Not needed.

  3. Read your team’s emails

    Terva emails the address under Callback requests on the Practice page. An email about a request has the patient’s name, their number and the kind of request, with Open in Queue.

    What the patient said stays in Terva, not in the email. Open the item to read it.

    An urgent email from Terva: Call Grace Holloway back now, called Tue 27 Oct at 9:12 am. The request details are in Terva. Phone 0491 570 156, Request Urgent clinical review, and an Open in Queue button.

  4. Know when emails arrive

    For your first 14 days after Terva starts answering, you get an email after every call, so you can see how it’s going. A call that needs nothing from your team has View call instead. After that:

    Urgent items are emailed straight away, at any hour.

    Everything else is emailed within about 10 minutes, grouped when several arrive together, and only during your opening hours. An item your team handles first isn’t emailed.

What you’ll see when it works

  • New requests show in the Queue with the patient’s name and what they need.
  • Your inbox gets an email about each request, with Open in Queue.
  • Urgent emails arrive straight away, with Urgent at the start of the subject.
  • An item you Mark done leaves the Queue.

If it doesn’t

No emails arrive
Check your spam folder, and the address under Callback requests on the Practice page. Everything is still in the Queue.
You want emails to go to a shared inbox
Emails go to your sign-in email to start. Email will@terva.ai with the inbox your team reads, like reception@, and we’ll change it. There’s no setting for it in the dashboard yet.
The Practice page says emails are bouncing
Requests stay in the Queue until it’s fixed. Email will@terva.ai with a working address. While callback emails bounce, Terva can’t take calls, so fix it quickly.
The Queue is empty
It fills once your practice line forwards to Terva. See Forward your calls.
You marked an item done by mistake
Press Undo on the message that appears at the bottom of the screen.

Next

Patient calls and privacyWhat Terva keeps from a call, where it’s stored and who can see it.

Stuck on a step?

Book a set-up call and we’ll go through it with you.

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