Understand how JoyChat supports your patients through the WhatsApp chatbot — including your responsibility to act on any safety concerns it flags.
Before you start
The Academy demonstrates this workflow with a patient loaded in the clinical system. Verify the patient, a valid UK mobile number and the required digital contact consent. Do not assume the same connected workflow is available in standalone/Lite mode.
Step by step
Load a patient in the clinical system and check that a valid UK mobile number is recorded.
In the Saved Services tab there is an option called Support Finder — click on Send pathway.
Click to confirm that the patient is happy to receive the WhatsApp chat.
Optionally, add a personal message to the WhatsApp — this is not required.
Click Refer Now.
Safety flags need action
A flagged Support Finder conversation means a patient may be at risk. Review it promptly and follow your organisation's escalation process — do not leave flags unreviewed.
View conversations in the Activity tab
All conversations can be viewed in the Activity tab of each patient that has been referred to the Support Finder.
Check the result
Open Activity to view the conversation and summary. Review safety flags promptly using your organisation's escalation process. JoyChat/Pebble does not give clinical advice, manage emergencies or replace a clinician, GP, 111 or 999.
Academy video
Sources
Based on the matching JoyAcademy lesson and the existing JoyConnectWeb User Guide.