When a patient answers one of SaRA's texts with a real message instead of a short survey answer, SaRA emails their care team so the message isn't missed. These are the non-standard response emails (what counts as non-standard).
You can turn them off for yourself, for one teammate, or for the whole practice. You can also send them to fewer people.
Turn them off for yourself
Anyone on your team can do this. No admin access needed.
Click the ⋯ menu at the bottom of the left sidebar.
Choose Profile & settings.
Under Email Notifications, switch off Non-Standard Responses.
The change saves as soon as you flip the switch. It applies at every clinic you work at. Turn it back on the same way.
More on this screen: Updating your profile and notification settings.
Turn them off for a teammate
Practice owners and clinic admins can change this for anyone on the team.
Go to Manage, then Team Members.
Hover over the teammate's row and click the pencil icon.
In Edit team member, find Email notifications and switch off Non-standard response notifications.
Click Save.
New team members start with this on if they are a provider, and off if they are an owner or staff.
Change who gets them across the practice
Practice owners and clinic admins can do this under Manage, then Notifications, in the Company Defaults box.
Three settings decide how many of these emails your team gets:
Notify Entire Care Team. On: every provider on the patient's care team gets the email. Off: only the patient's primary provider does. Turn it off to cut the number of emails.
Unopened Reply Escalation. If this is set to a time, SaRA sends one reminder email when a reply is still unopened after that time. It goes to the address in Send the reminder to, or to the primary provider when that is blank and their own emails are on. Set Escalate after to Off to stop the reminder.
Non-Standard Response Notifications. Off means no one at the practice gets these emails, and no reminders go out either.
Each person's own switch still applies on top of these. For example, with Notify Entire Care Team on, a provider who switched their own emails off still gets none.
Before you turn them off for everyone: these emails are how your team hears that a patient wrote something that may need a clinician. Patient replies still show in SaRA: when one is waiting, a Non-Standard card appears at the top of the patient list. Make sure someone checks it every day.
Good to know
Each email is about one patient reply. There is no setting today to group them into a daily summary.
Turning these emails off doesn't change what your patients receive. They still get their usual texts.