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Automation Actions

Actions are the core building blocks that define what happens when an automation is triggered. This guide details all available actions and how to configure them effectively.

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Creating and editing automations requires the Platform Admin role. The person who created the organization has this role.

Setting Automation Actions​

Once a trigger is established, the next step is to configure an action for automation. Actions can involve a range of activities or functions that will be executed when the automation is triggered and all filters are satisfied.

Action types

Action Types Overview​

CareLaunch offers the following action types, grouped the same way as the action picker:

Messaging Actions​

  • Send Secure Message: Send encrypted messages through the platform's internal messaging system
  • Send SMS: Send text messages to patients
  • Send Email: Send emails with a selectable From Identity and optional Friendly Sender Name

All messaging actions support the Send during business hours only switch. When enabled, messages sent outside the organization's configured business hours wait until the next business window.

Tasks & Forms Actions​

  • Create Task: Generate new tasks for staff or providers
  • Create Task - Connect: Create contact center specific tasks
  • Create Task - Zendesk: Generate Zendesk support tickets
  • Assign Form: Assign forms to patients for completion

Data Actions​

  • Create Resource: Generate any FHIR resource
  • Update Resource: Change the status of the Task, ServiceRequest, or Appointment that triggered the automation
  • Process Event Entry: Process event entries matching configured filters

Integration Actions​

  • Sync Integration - Incoming: Import data from external systems
  • Sync Integration - Outgoing: Export data to external systems
  • Send to Survey Monkey: Distribute surveys to patients

Create Resource​

The "Create Resource" action could be used to generate a corresponding observation within our application when for example a questionnaire response is created. Furthermore, it can be utilized to automatically generate service requests upon a patient's registration, offering a wide range of other possibilities. This versatile action streamlines various processes within our system, enhancing efficiency by automatically creating observations and service requests, among other potential use cases.

Update Resource​

The "Update Resource" action changes the status of the resource that triggered the automation. The first supported resource types are Task, ServiceRequest, and Appointment. The action reads the latest stored version before updating it, preserves every field other than status, and skips the write when the status already matches. This narrow allowlist prevents an automation from overwriting arbitrary clinical data.

Create Task​

A task typically refers to a specific action or assignment that needs to be carried out within your organization or system. Tasks are useful for various reasons, and they serve several purposes to include Dx/Tx reviews. Once you select the task creation action you will be able to refine the specific task depending on your selection.

The Create Task form includes:

  • Description
  • Based On (a workflow or plan definition)
  • Type
  • Task Status
  • Business Status
  • Part Of
  • Focus
  • Requested Form
  • Deduplication Methods

When Based On names a workflow, the workflow's dynamic values can set owner, priority, and due date on the new task.

Create Task - Connect​

A Connect task is specific to your contact center integration.

Create Task - Zendesk​

The process of generating Zendesk tickets is achieved by creating tasks. To ensure that the generated tasks are placed in the appropriate locations within Zendesk, it's essential to configure the following settings:

  • Form ID: Specifies which Zendesk form template to use for the ticket
  • Group ID: Determines which Zendesk support group the ticket will be assigned to
  • Require Phone: When enabled, tickets will only be created if the patient has a phone number on file
  • Flags Minor Contacts (Under 18): Automatically adds a "MINOR" prefix to ticket subjects for patients under 18

The system will also automatically:

  • Add the patient's phone number to their Zendesk user profile
  • Create a communication record to track the ticket
  • Add links to view the patient record in both systems
  • Apply any organization-specific tags

By configuring these settings appropriately, you can ensure tickets are created consistently and efficiently while maintaining proper patient context across systems.

Send to Survey Monkey​

When choosing the "Send to Survey Monkey" action, it allows you to fine-tune the action and information that is sent to Survey Monkey. You have the capability to select the recipient, customize the message content, set the message subject, and choose the specific survey and collector, ensuring that the information is directed to the correct location within Survey Monkey. Additionally, you can specify a delay for when the action is executed and decide whether you want the responses to be stored within our application. This level of customization provides you with control over the survey distribution process, allowing you to tailor it to your specific needs and preferences.

Send Secure Message​

The "Send Secure Message" action is designed for sending encrypted messages through the application's internal messaging system. It can be configured with different recipient options:

Recipient Configuration:

  • Patient: Sends the message directly to the patient
  • Default Recipient: Automatically resolves to the patient, the same as the Patient option
  • Specific User: Allows you to enter a specific email address to send the message to (for example, admin@example.com)

Message Configuration:

  • Message Template: Select from predefined templates that can include dynamic content
  • Message Subject: Set a custom subject line for the secure message
  • Message Content: Write the body of the message, which can include patient-specific variables

This action is commonly used for:

  • Welcoming new patients upon registration
  • Notifying specific staff members about patient events
  • Sending automated follow-up messages
  • Alerting administrators about specific conditions

For example, you can configure this action to notify a specific care coordinator whenever a high-risk patient is registered in the system.

Send SMS​

The "Send SMS" action sends a text message to the patient. Select an SMS identity to control the registered number and message type (transactional or promotional).

Send Email​

The "Send Email" action sends an email to the patient. Configuration options include:

  • From Identity: The verified email identity to send from (defaults to the organization's outgoing email address)
  • Friendly Sender Name (optional): The display name shown before the sender email address

Process Event Entry​

The "Process Event Entry" action processes event entries that match configured status and regex filters. Use it to route or act on event-log entries as part of a workflow.

Sync Integration - Incoming​

The "Incoming Sync Integration" action facilitates the triggering of a synchronization process that lets you define the source integration from which you want to sync data. You can also specify the destination instance where the information or patient records will be added. This action along with the "Sync Integration - Outgoing" empowers you to manage data flow between different systems and ensures that information is appropriately synchronized between the chosen sources and destinations.

Sync Integration - Outgoing​

The "Outgoing Sync Integration" action initiates a synchronization process that enables you to designate the integration from which you want to send data and specify the target instance where the information or patient records will be sent from.

Assign Form​

The "Assign Form" action enables automated assignment of questionnaires to patients based on automation triggers. When this action is executed, the system creates a task linked to a QuestionnaireResponse resource, allowing patients to complete forms directly through their patient portal.

How It Works:

  1. Select a questionnaire template from your organization's available forms
  2. Choose the recipient
  3. When the automation triggers, the system automatically:
    • Creates a QuestionnaireResponse resource for the patient
    • Generates a task that links to the response
    • Sends an email notification to the patient with a link to their portal
    • Makes the form accessible in the patient's task list

Configuration Options:

  • Recipient: Who should receive the form assignment
  • Form: Select which form to assign from your organization's questionnaire library

Patient Experience:

  • Patients receive an email notification when a form is assigned
  • The form appears in their patient portal task list
  • Clicking on the task opens the questionnaire in a dialog
  • Completed forms are automatically saved and linked to the patient's record
  • Staff can view completed responses in the patient's chart

Common Use Cases:

  • Automatically send intake forms when new patients register
  • Assign follow-up questionnaires after appointments
  • Trigger health assessments based on specific conditions or time intervals
  • Request updated information when patient records are flagged for review

This action streamlines the form collection process by eliminating manual assignment and ensuring patients are promptly notified when forms require their attention.