One of the most valuable questions you can ask a prospect is, "What care type are you interested in?" The answer to this question can significantly influence your approach to engaging with them.

Since different communities within your portfolio may offer various care types, Further has introduced the Care Type Placeholder feature. This allows you to assign the same flow to all communities, regardless of the specific care types they offer. By using care type placeholders and setting up care types per community, you can manage and maintain a single flow more easily. A properly set placeholder will only display the relevant care types for each specific community.

It's important to note that this option is ideal when the care types vary by community, but the subsequent conversations or questions remain consistent. If the follow-up questions or conversation changes based on the selected care type, this option may not be suitable for you.

In this article, we’ll guide you through the process of setting up a care type placeholder and managing community care types.

Note: Only Corporate users can edit flows.

• Set Up a Care Type Placeholder
• Manage Community Care Types

Set Up a Care Type Placeholder

First, we will need to update the correlating flow module with a placeholder instead of the individual care-type options. See the article here to find your desired flow. 

Click the Dialogue Flows tab on the Chat Editor page. 

Click the down arrow to open the module that lists the care-type options. Typically, this is found down the Pricing flow, but you may also have it down the Tour flow or another flow. 

Select the paper and pencil icon to edit the module. 

In the level of care module, change the Type dropdown to Care Options and click the green check box.

The module type will adjust to the name Care Types Placeholder automatically.  

Now, delete any care type options that should not be displayed for ALL communities in the flow. For example, you may wish to keep options such as Respite, Not Sure, or Other if those apply to all communities in the flow. You can delete an option by hovering over it and clicking the trashcan icon in the top right. 

Note: The care types accounted for in the placeholder will always be displayed before other care options.  If you would like to rearrange the order, when in edit mode, you can click on the box to the left of the care type and drag it to reorder. Click the green check box to save. 

When you’re done, click Publish Changes in the top right. 

Now it is time to set up the different care types available in the communities. This information is what will be pulled by the flow placeholder. 

Manage Community Care Types

Click Settings in the left menu and choose Care Types in the General submenu. 

Use the search bar at the top to find your community. Click the community name to open it. 

Click the Care Types dropdown at the top. You can select multiple care types. To choose all the care types, click Select all. To remove a care type, click the X to the right of the name. 

Click Add to the right to make these care types options for that community. 

If you do not see your exact level of care, select the closest option. Once added to the list, you can edit the Display Name by clicking the paper and pencil icon on that line, adding your name, and then clicking the check mark to confirm.  The Display Name will show instead of the default name when used. 

The list of care types will populate below. The order of the list is the order the care types will be displayed in the flow. You can reorder the care types by using the up and down arrows on the left. 

All of the care types here will show on the flow as an option thanks to the placeholder option.