How do I add a new user?
Organization and Facility Admins can add new users with the Add New User button in User Management > Users.
Find all the steps and information in the Adding A New User article.
Why can't I send direct messages, save a template or see Message Options?
You have user-level permissions if you can’t see the options to send direct messages or the Message Options panel when filtering your audience. These features are hidden by default. You can check your user level anytime in User Management > Users in the Role column.
Permission can be changed at the user level by following these instructions and feature-specific permissions can be changed by following these instructions.
By default, permissions can be changed by Organization and Facility Admins.
A resident family contact wants to receive messages via a different contact method (voice, text or email). How do I change this?
You can set a preferred contact method (or unsubscribe) for an individual. Full instructions are here, but you can do so directly in the PointClickCare contact record by adding a code in the contact’s Comments field.
- Open the Resident’s Chart
- Select the Profile tab
- In the Contacts table, click edit on the contact whose preference you wish to update
- Add the requested preference code to the Comments Field and SAVE
- For voice: (PR:V)
- For email: (PR:E)
- For text (SMS) to their cell number: (PR:TC)
- For do not contact: (PR:N)
How long does it take messages to go out after pressing send?
Messages will be sent shortly after they are initiated, with slight processing delays based on the volume of contacts for a given message.
Messages will not be delivered between 10:00 PM and 9:00 AM. This is referred to as a “Blackout Period”. Messages initiated during the Blackout Period will be sent at 9:00 AM the following day. You can request to change the “Blackout Period” globally for your organization or remove it completely, by sending your request via email to support@cliniconex.com.
How do I override the blackout period during an emergency?
For emergency purposes, you can override the “Blackout Period” on a send-by-send basis. In the Recipients Filter popup, there is a Message Options tab.
Go to Message Options > Send message during blackout period and slide the cursor to Yes.
What happens if a resident is discharged? How often do you sync with the EHR?
ACM Messenger connects with your EHR to get the most up-to-date contact information right before every message is sent. If a contact record is updated, added or deleted, or if a contact’s status is changed, ACM Messenger will use the most current information with every outgoing message.
I can’t see my facility or I am seeing another facility in my organization.
ACM Messenger maps to every facility you have access to in your EHR. In ACM Messenger you automatically see the default facility set in your EHR. If you have access to multiple facilities, you can toggle between them via the facility selector in the bottom left-hand corner.
If you continue to have issues, contact Support@cliniconex.com.
How long can my message be? Is there a character limit? Does it vary for each method of communication?
The maximum length of messages is 5000 characters, however, we encourage users to limit the length of their communications. It is important to keep in mind that some voicemail service providers cut off messages that are too lengthy (this varies per service provider) and that SMS messages have a 1200-character limit which results in longer communications being broken up into multiple SMS messages.
The system will tell you once you’ve reached the 5000-character limit with the warning message “Message body cannot exceed 5000 characters,”. Try using the AI Message Assistant to shorten and improve your messages.
Get a Direct Link to ACM Messenger in PointClickCare.
You will need to send a request to PointClickCare Support and request to add an ACM Messenger link, as an External Link to the PointClickCare home page and set for all facilities.