Communications - prevent users from contacting msupport in MYLE

Users can potentially contact msupport through various channels :

• messages

• tasks

• instant messaging (IM)

By default, msupport is configured to include a vacation responder, alerting users trying to send a message or a task to msupport that the inbox is not being monitored.

Since IM was deployed, users may use IM to contact msupport, which can be useful during onboarding when the team is on-site with the client.

However, IM is by default activated in msupport in previously deployed clients also. Users will sometimes use IM to ask msupport for assistance, not knowing that IM is not monitored by msupport. These messages have been left unread for several months.

Impact :

• users are not re-directed to the propre channels of communications for assistance.

• the onboarding team must remember to turn off IM upon leaving the clinic.

Suggestions :

• Remove msupport account as a recipient option for users for messages and tasks. If possible, keep msupport as an option only to msupport, for training and testing purposes.

• Allow msupport to configure the ability to receive tasks, messages, and IM, for automation upon creation.

• Add a vacation responder message when receiving an IM.