Engage Chat FAQs

When introducing a new tool, you’re not just an admin; it’s likely that you’ll receive questions from colleagues across the organization. The following are potential answers to some of the common questions you’ll hear.

“How can we ensure field users aren’t making off-label claims or having non-compliant conversations in a live chat?”

• All conversations are automatically archived and fully auditable in Vault CRM

• An HCP must accept an invitation or initiate the connection themselves before any chat can occur, establishing their consent to communicate on the platform

• Admins can configure Restricted Phrase Rules to proactively block messages containing specific keywords or phrases before they’re even sent by a field user

• Admins can set up Monitoring Rules to identify and flag potentially non-compliant text for human review once imported into Vault CRM

“How do we control our brand messaging if field users are having free-text conversations?”

• You can use Engage Chat for logistical and basic relationship-building communication. It’s helpful to think of Engage Chat not as a marketing broadcasting channel, but as a 1-to-1 relationship-building tool. For brand marketing messages, field users will continue to use Approved Email and CLM.

• Engage Chat allows field users to be more responsive and helpful, strengthening their relationships with HCPs. In turn, this makes HCPs more receptive to marketing messages delivered through the proper channels.

“Is this just another app I have to learn and monitor? I don’t have time for this.”

• Engage Chat is integrated into the Vault CRM app via the Chats tab

• Engage Chat eliminates the time and effort spent playing phone tag or waiting on email replies for simple questions. Instead, Chat allows field users to have quick, direct conversations, providing a more personal and satisfying experience for the HCPs they’re working with.