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Message answers are by nature shorter than calls, but this doesn’t imply that some “politesse” is not used. We expect you to answer to the question formulated by the user, but also to give some reassurance if the user is worried. Also, if you give advice to the patient, please provide context and supporting information.
When you receive a question which has to be answered with a message, you will be presented with 3 options. It is up to you to choose what you prefer and press the corresponding button:
Answer the question (Press Answer)
Ask the patient to clarify, in case you need more information to answer the question (Press Clarification)
Ignore questions you do not want to answer (Press Skip)