A message is quicker than a call when a driver is busy. It goes to the HealthRide Driver app on their phone, and they reply from there.
Each driver has one chat with your office. Everyone on your team who can send messages sees it, so anyone can answer.
Steps
In the menu on the left, under Operations, select Communications. The Chat tab opens, with your chats on the left, newest first.
Select New message. The Start conversation form opens.
In Driver, pick the driver, like Luis Ortega. You can search by name, phone or email.
Select Start conversation. The chat opens. If you have written to Luis before, your earlier messages are there.
Type your message in the box at the bottom and press Enter. To start a new line, press Shift and Enter. In a new chat, you can also select a ready-made message, like What’s your ETA?, to put it in the box.
Under your message you’ll see Sent. It changes to Read when the driver opens it.
To answer a driver who wrote to you first, select their name in the list on the left.
From the dispatch board or the live map
You can message a driver without leaving the page you’re on:
- On the Dispatch board, point at the driver’s row and select the chat bubble next to their name. Or open the three-dot menu on their row and select Message Luis O.
- On the Live map, select the driver on the map, then Message. Or select the chat bubble on their card in the list.
The chat opens on the right side of the page. Close it with the X when you’re done.
What the driver sees
- A notification on their phone, like “Message from Marcus Bell”. Tapping it opens the chat.
- A dot on the Messages button at the bottom of the app. Their side of the chat is called Chat with Dispatch.
- They can type back, or hold the microphone to send a voice message of up to 2 minutes. You play it right in the chat.
When a driver writes to you
Communications in the menu gets a dot, the Chat tab shows how many are unread, and the bell at the top of the page shows “Message from Luis Ortega”. HealthRide also plays a soft chime while it’s open in your browser.
Each person picks their own alerts. In Settings › Account, under Notifications, turn Sound on or off. To also get an email for every reply, turn on Email next to Driver messages.
Good to know
- Who can send. Owners, admins, dispatchers and office staff. Billing and viewer accounts can read chats but not reply.
- Messages can’t be changed. You can’t edit or delete a message after you send it.
- Drivers can ask you to call them. The bell shows “Luis O. asked for a call”, and a red phone mark shows by their name on the dispatch board. After you call, open the three-dot menu on their row and select Mark call done.
- News for every driver? Send an update instead. It reaches all of them at once.
If something looks wrong
| What you see | What to do |
|---|---|
| The driver isn’t in the Driver list | Only drivers who have joined show up. If their row on the Drivers page says Invited, they haven’t joined yet. See Add your drivers. |
| There is no New message button | Your role can read chats but not send them. Ask your owner. |
| Your message stays on Sent | The driver hasn’t opened the app since you sent it. If it’s urgent, call them. |
| No chime when a driver writes | In Settings › Account, check that Sound is on and select Test sound. If you see “Your browser blocked notification audio. Click the page and try again.”, click anywhere on the page once. |