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Spok

Desktop Messaging

This article describes the direct and group messaging features within Spok Go, including sending, viewing, replying, and hiding messages as well as viewing read receipts.

Desktop Messaging Overview

Spok Go facilitates fast and secure messaging between users, and uses Spok Go care team roles, user groups, and on-call groups to make communication flexible and dynamic. Spok Go users can also receive messages from on-premises consoles, such as MediCall, Smart Suite, and Spok Console. However, you cannot send messages from Spok Go to console applications or receive messages from pagers.

Using Spok Go's message actions, you can copy and paste text between messages within Spok Go, and can copy text from other applications into Spok Go, but you cannot copy and paste message text from Spok Go to any other application.

For more information, see Copying and Pasting a Message.

Viewing Conversations

Conversations with unread messages will display a blue circle in your Inbox as shown below:

Click on the conversation to open it and view any new messages. The top of the conversation displays the date on which the conversation was initiated, and its original recipients. The time and date on which each message was sent is displayed below the message, and the message status or the number of users who have read it is displayed below it.

Desktop conversation.PNG

The possible statuses that an outgoing message can have are:

Status Description
Sending The message has been sent but has not arrived at the cloud.
Sent The message is in the cloud but that has not reached the recipient's device. 
Delivered The message was received by your recipient's device and is in their Inbox, but has not been read.
Read

The conversation has been read by at least one recipient. The message details will display the number of recipients that have read the message, and the total number of recipients. For example, "Read by 3 of 4".

When all recipients have read the message, the message status will read "Read by all".

Unread No recipients have read the message yet.
Not Sent

The message was not received by the cloud or the recipient. This can occur if you lost your network connection when you sent the message.

If you send a message while your network connection is disrupted, Spok Go will attempt to resend the message when the network connection is restored. 

Using Conversations

You can start conversations with anyone in your hospital who has signed in to Spok Go at least once. Spok Go will automatically add hyperlinks when it recognizes web addresses, email addresses, and 10-digit phone numbers in your message.

You can initiate a new conversation with one or more individual users, with user groups, or with on-call groups. See Using Groups, Roles, and On-Call Groups in Conversations for more information.

Starting a New Conversation

  1. In your Inbox, click the +New button to begin composing the initial message of the new conversation.
  2. In the Members field, begin typing the name of a user, user group, on-call group, or care team role to automatically search for that name. Select the recipient to add them to the recipients list. See Using Groups, Roles, and On-Call Groups in Conversations for more information.
  3. In the Subject field, enter an appropriate subject for the new conversation. The subject will be displayed in your Inbox, and at the top of the conversation when it is opened. If you do not enter a subject for a conversation, the subject will default to the text of the first message.
  4. Select a priority in the priority dropdown menu.
  5. Compose your message in the the Message... field below.
  6. To add attachments to your message, click and select one or more files. Attachments are encrypted to keep the information that you send private and secure.
    1. Up to 5 attachments can be attached to a single message.

    2. The maximum file size of an attachment in Spok Go is 36 MB.
  7. Click  to send your message. The message's status will change to Sent.
  8. The message status will change to Read when your recipient views it. If you sent the message to multiple recipients,, the message status will display the number of users that have read it, out of the total number of recipients. For example, "Read by 3 of 5".

Replying to a Conversation

Each time you use the +New button, you will create a new conversation. To reply to an existing conversation, do the following:

  1. Click on the conversation in your Inbox.
  2. Compose your reply in the the Message... field.
  3. To add attachments to your message, click and select one or more files. Attachments are encrypted to keep the information that you send private and secure.
    1. Up to 5 attachments can be attached to a single message.

    2. The maximum file size of an attachment in Spok Go is 36 MB.
  4. Click  to send your message. The message's status will change to Sent.
  5. The message status will change to Read when your recipient views it. If you sent the message to multiple recipients,, the message status will display the number of users that have read it, out of the total number of recipients. For example, "Read by 3 of 5".

Using Groups, Roles, and On-Call Groups in Conversations

Groups

Adding a group to a conversation adds each member of the group to that conversation. In cases where a group contains a care team role, the staff member currently assigned to that care team role will be added as a member of the conversation. 

Roles

Messages sent to a role are received by the staff member currently assigned to that role. However, when the staffing for a role changes, the participants in an ongoing conversation are not automatically updated to reflect these changes.

To send a message to the staff member, send a new message and include the desired recipients.

On-Call Groups

Messages sent to an On-Call group are received by all staff members in that group who are currently on call. When the on-call assignment changes, the participants in an ongoing conversation are not automatically updated to reflect these changes.

To send a message to the most current On-Call group, send a new message and include the desired recipients.

Viewing Message Details

Several pieces of information are displayed beneath a message. For an incoming message, the sender's name and the time at which the message was sent are shown. For a message that you sent, the time on which you sent it and the number of recipients who have read the message are shown. Click on any of this information to view the message's details.

Desktop message details.PNG

Here you can see when the message was sent, the status of the message, who the recipients were, how many recipients have read the message, and any files that were attached to it. The message status can be any of the following:

Status Description
Sending The message has been sent but has not arrived at the cloud.
Sent The message is in the cloud but that has not reached the recipient's device. 
Delivered The message was received by your recipient's device and is in their Inbox, but has not been read.
Read

The conversation has been read by at least one recipient. The message details will display the number of recipients that have read the message, and the total number of recipients. For example, "Read by 3 of 4".

When all recipients have read the message, the message status will read "Read by all".

Unread No recipients have read the message yet.
Not Sent

The message was not received by the cloud or the recipient. This can occur if you lost your network connection when you sent the message.

If you send a message while your network connection is disrupted, Spok Go will attempt to resend the message when the network connection is restored. 

Message Expiration

Your organization's administrator can configure a maximum life span for Spok Go messages. When a message's life span expires, the message will automatically be removed from your Inbox.

A message's remaining life span is shown in its details. When the message is within 7 days of expiring, a notice about its expiration will be shown in the conversation view.

A notification will be displayed at the top of a conversation if any messages in that conversation have expired. When the last message in a conversation expires, the conversation itself will be removed from your Inbox.

Attachments

Supported File Types

The following file types are supported for attachments in Spok Go for Desktop:

  • Document file formats:
    • .DOC, .DOCX, .PPT, .PPTX, .XLS, .XLSX, .PDF, .TXT
  • Media file formats:
    • .AVI, .FLV, .WMV, .MP4, .MOV, .MP3, .WAV, .M4A
  • Image file formats:
    • .JPG, .PNG, .GIF, .IMG, .HDR, .NII, .MNC, .DCM.

Any photos that are received through the Spok Go application are accessible only within the Spok Go application. Attachments are securely encrypted.

Viewing an Attachment

To open an attachment, your device must have the software associated with that attachment's file type installed.

  1. In your Inbox, click the conversation containing the attachment.
  2. The attachment's filename will be shown in its message. Click the attachment to download it and preview the file in the conversation.
  3. Click the attachment preview again to open it.

Removing an Attachment From a Message

You can remove an attachment before sending a message. After you attach a file, click the X next to the file to remove it from the message.

Managing Conversations

You can view the current participants in a conversation by viewing the conversation's details. If a group was included as a recipient in the conversation, each of the group's members will be added as a recipient. If a care team role was included, the specific user that filled that role at the time that the role was added will be added.

When the care team role changes hands, the conversation is not updated to include the new user who fills the role. The user who was previously in that role will also remain in the conversation.

Viewing Conversation Details

To view the details of a conversation, click on the conversation in your Inbox, then on .

The conversation details include:

  • The list of participants, their availability statuses, and their titles.
  • Any files that have been attached to messages in this conversation.
  • The option to leave the conversation, if there are more than 2 participants in it.
  • The option to add a member to the conversation.

Adding Participants to a Conversation

To add participants to a conversation:

  1. In the conversation details, click Add Member below the members list.
  2. In the dialog box that appears, type the name of a user. Search results will appear as you type.
  3. Click on the desired user to add them to the list of pending members.
  4. Repeat steps 2 and 3 for any additional users that you would like to add.
  5. When you are finished adding pending members, click Add to add all members in the pending list to the conversation.

You can only add individual users in this way. You cannot search for groups or care team roles from this screen.

Leaving a Conversation

You can leave any conversation that has more than 2 members.

  1. While viewing the conversation, click  to view the conversation details.
  2. Click Leave Chat to leave the conversation.

Viewing User Details

To view a user's details, click on their name in Spok Go search results. A user's profile information screen shows their contact information, roles and on-call assignments, departments, and more. You can also initiate contact with the user from their contact card or profile information screen, using a Spok Go message, phone call, or email. When you select the Call button, Spok Go will call the user's primary phone number.

Message Actions

Hover over any message in Spok Go to show the message actions button . Click it to view the available actions for the message.

Forwarding a Message

You can forward a Spok Go message to any Spok Go user. When you click Forward, a new message dialog will open, with the forwarded message's text automatically copied into the message area.

When you forward a message, its image attachments will only be forwarded if you click to preview each one. If the attachment preview is not displayed in the message, the attachment will not be forwarded.

Copying and Pasting Message Text

When you copy a message, only the message's text will be copied, not its attachments. To paste the copied text, press ctrl+v or right-click and select Paste. Copied message text is placed on your clipboard, but cannot be pasted into any other application.

Configuring Quick Replies

Quick replies allow you to quickly and conveniently reuse short pieces of text in your chat replies. You can configure up to 5 quick reply messages, which can then be inserted into a chat reply.

Quick replies can only be used when replying to a message in an existing conversation, not when creating a new conversation.

Creating and Modifying Quick Replies

You can create up to 5 quick replies. To create quick replies:

  1. Navigate to the Quick Replies dialog.
    1. If you have not configured any quick replies, click the +Add Quick Replies button when composing a new message to go to the Quick Replies dialog.
    2. If the +Add Quick Replies button is not shown, click the  icon to show it.
    3. If you have created at least 1 quick reply, click the gear icon  to the right of your quick replies list to go to the Quick Replies dialog.
  2. In the Quick Replies dialog, click +Reply.
  3. Type your new quick reply in the red text box that appears.
    NOTE: The character limit for each quick reply is 35 characters.
  4. Repeat steps 2 and 3 for each quick reply that you want to add, up to a maximum of 5.
  5. When you are finished, click Save.

You can also modify the text of a quick reply by changing its text in the Quick Replies dialog.

To delete a quick reply, click the X button next to it.

Using Quick Replies

To show or hide quick replies when replying to a chat message, click the quick reply icon [icon].

  • A blue icon  indicates that quick replies are shown.
  • A grey icon  indicates that quick replies are hidden.

To use a quick reply, tap on it to paste its text at the end of your message. You can add multiple quick replies to the same message to create longer text, as shown below:

Setting Your Availability

To avoid receiving notifications when you receive a new message, you can set your availability to "Do Not Disturb."

  1. Click your profile picture at the top right of the screen to display your profile information and settings.
  2. Click the status dropdown to display the available status options.
  3. Click Do Not Disturb to set your status to Do Not Disturb. Your profile icon will change to display a red Do Not Disturb cymbol while you are in this status.

To set yourself to Available status again, select the Available status from the status dropdown menu.

While you are in Do Not Disturb status, you will still receive notifications for Critical priority activities.

Configuring Mobile Mute Override

You can use the Spok Go desktop client to allow Spok Go to override your mobile device's mute settings. If Mobile Mute Override is enabled, Spok Go will play a notification tone on your mobile device when you receive a new activity, even if your mobile device is otherwise set to mute. If Mobile Mute Override is disabled, Spok Go will follow your mobile device's notification settings.

  1. Click your profile picture at the top right of the screen to display your profile information and settings.
  2. Click Enable Mobile Mute Override to allow Spok Go to override your mobile device's mute setting. If mute override is already enabled, click Disable Mobile Mute Override to disable it.

Receiving Messages from Consoles

Spok Go can receive messages from Smart Suite, MediCall, and Spok Console users. If you receive a message from an on-premise console user, the message is displayed differently than a regular direct or group message from a Spok Go device. A message from a console user has the following unique traits:

  • An envelope icon on its activity card.
  • The sender is listed as "Messaging Service".
  • The Type your message field is disabled because you cannot send a reply message to a Smart Suite user. Messages from Smart Suite to a Spok Go user are considered one-way messages.