Want Old Text Actionable Format
Why did you change the text format??!!!!!! This is terrible. Every single text is marked actionable. They do not all require action, some of them WE (or the automated system) sent! Plus, now I cannot search only for the ones that are unread.
We have a small office and have no need to "assign" staff members to deal with certain messages. Please make this new format optional. I much prefer the old format.
After incorporating much useful user input, we've tweaked the Actionable tab to be much more in line with how people in general want it to behave. These updates are already in the live product. There will always be differences of opinion and preference on any given feature, but we still would like to hear from you! I just joined Weave in November, so I came on board after the major changes to Messages last year. If you have further input on the inbox experience or any other item related to Messages, please reach out to me.
Product Management, Messages
Our office is unhappy with the new layout for text messaging. Non actionable texts are popping into our actionable tab after the auto texts are sent. We were told by your representative that whenever someone responds to a message, like Yes to confirm, no matter when they send that they will always pop back into actionable after receiving an auto reminder from us, even though they no longer need an action taken.
Michael Madigan commented
our office is not a fan of the new update date that has the actionable and all text. Its more hassle than helpful. You already have the wonderful Schedule i cont that gives you notifications if we need to respond to cancel or change. The actionable feature just creates more work and confusion to check them. I liked them separate and we could just see the text. Thank you for your time.
Lelsie B commented
Ok this is the 3rd time I have started this because when the phone rings and I answer it I loose this window and have to start all over again. So annoying that also happens when I am texting a patient. I would like it to stay on the window I am in. The other thing the "actionable column" just one more thing I now have to do. I like reading the text and it automatically marks its self as read. I now have to either reply or go in and click the check mark. Is it possible that column could be optional? Or let me decide who needs to be moved to that column?
We have noticed a change in the way we search for a patient's name to chat with. and it is now very inefficient. We used to be able to go right to an alphabetical name search, now it gives us several other options that don't take us to that screen. why would you change this? Not good for our office. Thinking of cancelling Weave honestly
I just wanted to say that i hate the new layout of weave messaging. I feel like the old layout was much more user friendly.
Not too happy about the update and how there is no way to separate the messages in the actionable tab by category (blue dot, red dot, orange dot). There is also no "Select All" option which is extremely annoying considering I had to manually select 265 check marks one by one. I much preferred it when the "actionable" responses were attached to the schedule icon as that indicated to us more clearly that someone was wanting to make a change to their appointment.
Staci Pollard commented
Hello. Our office is experiencing significant issues with the new upgrade. We have a patient load over 10,000, and our work flow has been significantly effected, which in turn daily effects patient care. The new upgrade makes it very difficult to manage between unread and read texts. Unless you archive every single text that comes in, it looks like we have over 900 unread messages. Even once its read, unless archived, it still shows like it is not read. Previously we were able to just re-bubble a message if unable to answer the message at that moment, or once read it would remove from unread category. There are serval messages that we miss because of this. To see what is unread, you have to go in and make several clicks to remark it unread. Also, we were able to search by specific number and send a message to that number, but now it defaults back to the original number. Sometimes we have other parents text, that was is listed as main/default, but we can not text those numbers back. It is hard to articulate each issue, so I am happy to speak to someone directly regarding our issues/concerns.
omni smiles commented
We Strongly dislike the new update--- If I have to archive each confirmation message sent to our patients manually -- I might as well HAVE called them personally myself--therefore we can discontinue working with WEAVE-- this is way to time consuming-- we ONLY want to receive the new messages we need to respond to. Very dissatisfied with update!
Anthony Castellano commented
The new update - Actionable Items- this is awfully constructed. If a patient has opted out of messages, Weave should not allow it to continue to send automated messages. These obviously get rejected, and we are required to clear each one. We have a mix of both very elderly and genZ population, and I would say 40% of our patients do NOT like text messages and have opted out. This is frustrating to have 15-30 action items for returned messages, HBD messages, RECALL, etc. I hate that when we send messages to the whole schedule for the day, those sit in actionable items as well. Every day when we get to the office, we have 40-50 "actionable items" to clear that we can't actually do anything with, and can make it easy to miss or overlook things that have priority.
Robin Lefort commented
Our office is not happy with the Weave update on messages.In the past once a message was received it would disappear. Now we have to click on each message to make them come of the message thread. We see 60 patients a day. They get a text to confirm then a survey text. We purchased weave to streamline our business and not have to make as many calls. Now that we have to delete each message to takes away time from out other work in the office.
I love the "actionable" feature that is now on text messages! Can we take it a step further and leave the message as actionable until we click the checkmark? Once I respond to the message, it disappears, but I would like to be able to leave it in the actionable column so I can monitor it for a response from the patient. Then, if they don't reply, I can call them or follow up in other ways.
Also - what's up with how complicated it is to leave feedback? That process is way too complicated and cumbersome.
Please go back to original texting format! We need the ability to plug in a phone number to text.
Hello, and thank you everyone for your comments about the new text messaging system! I have read each comment and made note of your suggestions and requests. I hear the message loud and clear that you want faster access to your unread messages. We'll be making that possible for you. While this update was largely successful in accomplishing most of the design goals, there has been one nagging issue that led to many of your complaints. We finally identified the issue that's causing more messages to show up in the Actionable tab than what it was designed for. For example, automated messages that sent successfully were never intended to show up in Actionable. And while the cause and solution took longer to track down than i would have liked, we found the culprit this week. We'll be making a change in the near future, to stop this undesired behavior. This will significantly de-clutter the Actionable tab, and make it much easier to get directly to your unread messages. You will still see [failed] auto messages in Actionable, but we're considering a potential change on that as well. We're researching various improvements based on your and others' suggestions. In the meantime, here's a helpful tip: The automated messages that show up in Actionable are caused by unread messages from that same customer, both old and recent. For new instances that appear going forward, they most likely have sent you a message in the last month that's still marked "Unread". Our enhancement will address this problem so you don't have to do anything extra in the future. But in the meantime, if you want to avoid the thread from appearing in Actionable, you can either read all messages or mark them as "Read" (can be done in bulk now) before clearing them from actionable. If you do this, successful automated messages to this customer will no longer appear in the Actionable tab. As mentioned earlier, we'll be releasing an update in the near future so you don't have to take the extra step of marking it "read" before clearing. But this gives you a way to solve the problem in the meantime. Thank you again for your feedback. Please keep it coming.
We heard you. We listened. And this is now available for all offices.
Scott Sanville commented
We have a problem with the new update. We are unable to filter our messages by unread. We need the unread messages to stay at the top. With the new 3 color system, new messages are getting lost.
If there is not a way to filter or keep the unread messages at the top we will have to leave weave as a customer.
Anthony Paz commented
Weave new update don't like it. Can we just go back to the same weave! When messages had the option of unread instead of them all together!
please take actionable messages away or make an option to hide it, the notifications are very excessive and it does nothing productive for us.
Vernon Schlueter commented
The weave messages worked better before the newest update occurred. Things were working great and easy as well as efficient, but now its taking twice as long to deal with texts. There's more work involved to clear and mark texts as read. Very disappointed with the new update.
Go back to original system for ease of use please
I'm writing, to give feedback on the new update to Weave. We recommend making 3 tabs in the text messaging (instead of 2):
1) unread , 2) Actionable , and 3) All. Here's why:
We believe our increased "unread messages" could potentially case us to miss actual unread messages. Today, we came into 250 in our actionable items. In putting unread and un-responded to messages together, messages could be missed by our team. I understand this change is to offer a better customer experience, but not every message needs to be responded to. Here's an example:
Us: Please confirm your appt...
Us: Thanks for confirming. We'll see you soon
Them: You're welcome
*We will not need to respond anymore to that, and this situation happens often with our patients.
Thanks for your time and consideration,