AMSConnect Frequently Asked Questions (FAQ’s)
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What is AMSConnect?
AMSConnect is a cloud-based, HIPAA compliant application for critical secure text messaging.
What address does the welcome email come from for new users?
The welcome email is sent from support@amsconnectapp.com
How long is the activation link in the welcome email or SMS valid for?
The activation link is valid for 30 days. The email is sent from support@amsconnectapp.com
What is the link to the AMSConnect web portal?
The link to access the AMSConnect web portal is https://account.amsconnectapp.com/#/
How do I log in?
Log in to AMSConnect mobile app or web portal with your email address and password. If Single Sign-On (SSO) is enabled, click “Log In with Institution” and sign in using your organization’s network credentials.
Is a passcode required for the mobile app?
A passcode is required if the device is not protected by a passcode or biometric method. If the device has a passcode or biometric protection, the app passcode is optional.
What if I forget my password?
Click “Forgot Password” on the login screen and a recovery email will be sent to you. The link in the recovery email will be good for 72 hours. If Single Sign-On (SSO) is enabled, contact your organization’s administrator to reset your password.
Do users have to log back in to read messages if they’ve been auto logged out due to inactivity?
Yes, after being automatically logged out (soft logout), users will continue to receive notifications of incoming messages but must log in to read the messages.
What is a soft logout?
Soft logout happens automatically after a period of inactivity. Users are notified of new messages but must log back in to read them. The standard default time period for automatic soft logout is 72 hours (4320 minutes). This is configured at the institution level and can be adjusted as needed, with written authorization.
What is a hard logout?
Hard logout occurs when a user manually logs out of the application. No notifications are received while user is logged out.
Messaging & Notifications
Can a message be sent to inactive users?
Yes. The sender receives a pop-up and auto-response that the recipient is inactive.
What happens if a user who is not active is sent a message?
Inactive users will receive an email or SMS notification informing them that someone is trying to contact them through AMSConnect. They must log in to the app to read the message. Note: The notification is only triggered by Peer-to-Peer messages, not pager messages.
Can a user customize their specialty and title?
Yes, both specialties and titles can be customized.
Are AMSConnect and Account Manager admin permissions the same?
No. The permissions for AMSConnect and Account Manager admins are different and must be configured separately.
What are the different types of Service Teams?
- General Service Teams: Anyone can opt-in/opt-out of these Service Teams at any time.
- Reserved Service Teams: Only specific mapped users can opt-in/opt-out of these Service Teams at any time.
- Restricted Service Teams: Only specific users are opted into the Service Teams and cannot opt out. These Service Teams are controlled by the administrator.
What is the length of message retention?
Message retention can be customized by Institution. The default is 30 days but can be extended by request from an Administrator.
What is the character limit for Quick Messages?
The character limit for Quick Messages is 800 characters.
What is the maximum length allowed for an Audio Message?
The maximum length for an Audio Message is five minutes.
What is the maximum character limit for the patient field in a message?
The maximum character limit for the patient field is 25 characters.
What is the maximum character limit for the body of a SEM (Secure External Message)?
The maximum character limit for a SEM body is 20,000 characters.
Which users will receive a Broadcast message?
Only users who have activated their account will receive the Broadcast message. Users who have not activated their account will not receive the Broadcast message.
Is the subject field required when sending a Broadcast Message?
A subject is optional when sending a Broadcast Message from the mobile app but required when sending it from the web platform.
What is the time interval between repeat message reminders in the mobile app notification settings?
The reminder alerts are sent every 90 seconds.
What is the character limit for a Service Team name?
Service Team names are limited to 100 characters. Avoid using special characters such as hash marks and replace them with spaces or dashes when possible.
What does it mean when my status shows as Signed Off?
A user’s status is shown as “SIGNED-OFF” if they have manually logged out of the AMSConnect application (hard log out).
Can Focus Mode or Low Power Mode on iPhone block notifications?
Yes. Disable Focus Mode for AMSConnect in the Control Center. Charge the device to exit Low Power Mode.
Can AMSConnect integrate with pagers?
Yes, for dual delivery of critical messages to both the pager and app.
Can AMSConnect integrate with 3rd Party scheduling software?
Yes. Our Schedule Sync feature can integrate with Amion, Amtelco, QGenda and Lightning Bolt and will opt users in/out of Service Teams based on their 3rd party schedule.
Troubleshooting & Common Questions
What if I see a bar at the bottom of my mobile screen that says, "No internet connection" and a spinning symbol?
Check with your mobile phone carrier or WiFi settings. If you are using WiFi, poor signal strength or interference can prevent a stable connection, which can be resolved by disabling the WiFi.
Can the app access information on my cell phone?
AMSConnect is a cloud-based application that cannot access any information on a device. Access to the Photo gallery (camera roll) and/or file attachments can be granted for users with written request from the institution.
Is there any messaging information stored on my device?
No. All messages are stored securely on Amazon Web Services (AWS) Virtual Private Cloud (VPC). No messages are stored on your device.