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Frequently Asked Questions

Our Commure team tracks and records all feedback within our Iterations Tracker. The issues are prioritized based on patient/practice impact and included in our weekly release. We will share all updates released during our weekly sync and review the high-priority issues we will address in the upcoming weekly release.

We’re changing our EHR setup / other operational variables - how should we coordinate?

Reach out to your Commure Implementation Manager about this request. They will set up a scoping call to review the updates needed. Larger updates like EHR/Telephony system changes need to be flagged at least 8 weeks in advance to provide enough time to scope the updates needed and not affect any functionality of the current live programs.
Please follow the same request process of reaching out to your Implementation Manager. We will include these updates in the upcoming weekly release. For large changes, we may request additional testing from the facility stakeholders in staging to ensure that the changes implemented are correct. Once confirmed, we will move those changes to your live Agent in production.
Supporting patients in their preferred language is a key component in producing a positive patient experience. Our Agent is currently supported only in English, but if there is a desire for additional language support, please reach out to your Commure Implementation Manager to see how this support can be implemented in future phases of the project.

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What do we do if there is an issue with our Agent?

If you encounter any issues related to the expected behavior of your Agent, your Commure team is here to assist and ensure they are resolved. If there is a specific call that demonstrates the issue, please share that Call ID located at the top of the particular call instance via email, along with an explanation regarding the issue identified. This will allow our team to identify the call in which the error occurred, review the error, and implement a solution. We will then test the updates in staging to ensure it is resolved before moving the changes to production. Agentscreenshot Pn
For higher patient impact issues, we will request the customer conduct testing as well so that sign-off can be achieved before migrating the changes.
Higher patient impact changes will be released as soon as possible, while enhancements and lower impact requests will be released following our weekly Monday night release cadence.
Once your Agent project has completed the hypercare and continuous monitoring phase (4 weeks after going live), the Customer Success Manager will come onto the project as the new point of contact and will handle all new requests.