Manage Unrecognized Communication

Overview

Unrecognized communications are inbound messages (SMS, email, or calls) received by your Welkin system from phone numbers or addresses that do not match any existing patient record. Welkin surfaces these in a dedicated queue so care teams can resolve them appropriately.

Accessing Unrecognized Communications

1. Navigate to Communication Center (or Messages)

2. Look for the Unrecognized or Unmatched tab/section

3. All inbound messages without a matched patient record are listed here

Note: The unrecognized voice calls queue includes all unrecognized calls, including any that were previously deleted or archived. This ensures no inbound contact attempt is permanently hidden from the queue.

Resolving an Unrecognized Communication

For each unrecognized message, you have several options:

Match to an Existing Patient

1. Click Match to Patient

2. Search for the patient by name, date of birth, or other identifiers

3. Confirm the match

4. The communication is linked to that patient's record and moved out of the unrecognized queue

Create a New Patient Record

1. Click Create New Patient

2. Pre-fill the patient details using the information from the message

3. Complete the required fields and save

4. The communication is linked to the new patient record

Archive / Ignore

If the message is spam or otherwise irrelevant:

1. Click Archive or Dismiss

2. The message is removed from the active queue and stored for audit purposes

Preventing Unrecognized Communications

To reduce unrecognized messages:

• Ensure patients have current, verified phone numbers and email addresses in their records

• Configure duplicate detection settings in the Admin portal

• Remind patients to communicate from their registered contact information