Main point of contact

Overview

We ask services to provide us with a main point of contact for their organisation. If you need to update the main point of contact you can do so by navigating to "Service Settings" page and selecting "edit" next to "Main point of contact."

Multiple email addresses can be added into the text box if needed (separated by a comma or space)

We use the main point of contact to:

• send announcements about product updates
• direct clients to if they incorrectly contact Amwell about an issue related to the service

Announcements

When we make major changes to SilverCloud we communicate them via help centre articles and supporters notifications. We also provide updates during regular community calls, which can be signed up to via notifications within the SilverCloud supporter system

All of these communication methods rely on individuals logging into the SilverCloud system and so we have introduced this as a way of directly communicating important information to people within services who do not regularly login.

Signposting your clients when they contact us

From time to time clients will contact Amwell with questions about your service, typically this is via our support helpdesk but could also be to one of our other contact channels. As we are unable to offer the clients any assistance we will signpost them to the main point of contact address so they can get the help they need.