Let AI handle the routine volume and your team handle the real cases.
Most DME questions repeat. A few need a person. Chatref handles the repeatable volume and hands off complex cases to your team in the same thread with full context – so the patient never has to start over.
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Why it matters
The problem this solves.
The challenge
Your team handles every question – simple and complex – the same way.
What it costs
Complex cases get delayed because the team is tied up on routine queries.
The Chatref way
AI absorbs the routine volume so your team can focus entirely on cases that need a person.
The Chatref solution
How Chatref manages escalation.
Chatref answers order, reorder, and documentation questions from your content. When a case exceeds what your guides can cover – a large contract, a complex prior-auth, or an exception – it flags the thread and a team member steps in with full conversation history already in view.
Real questions
What Chatref answers here.
How do I speak to a real person about my prior-auth appeal?
I need to negotiate a large contract for our hospital system – who do I contact?
My order has a billing discrepancy I need to resolve with someone.
I want to discuss custom stocking arrangements for our clinic network.
What happens when my equipment question needs a specialist?
Can I get a supervisor involved in my prior-auth review?
Loved by support teams
DME teams, focusing on the cases that actually need a person.
How medical equipment suppliers use Chatref to triage support volume and escalate complex cases without friction.
Our team used to handle every incoming question the same way. Chatref now absorbs the routine order and documentation questions and our team only touches the contracts and complex prior-auth cases that genuinely need their expertise. Case quality has improved significantly.
When a case escalates, the team member sees the full chat before saying a word. Patients don't have to explain themselves twice and resolution times are shorter.
Complex prior-auth cases get tagged and prioritised automatically. Our team knows which threads to pick up first and they arrive with full context already in view.
of DME support volume resolved by AI before team escalation
The handoff feels invisible to the patient. The conversation continues in the same thread and the team member picks up exactly where Chatref left off.
How does Chatref decide when to escalate to a team member?
When a question goes beyond what your guides cover, or when a patient explicitly asks for a person, Chatref flags the thread in the shared inbox for your team to pick up.
Does the patient have to repeat their issue when a team member steps in?
No. The team member sees the full chat history in the same thread and picks up with complete context – the patient does not need to explain themselves again.
Can conversation tags help prioritise different case types?
Yes. Tags label threads by case type – prior-auth, contract, complaint, reorder – so your team can sort and prioritise the inbox without reading every thread first.
Can multiple team members monitor the shared inbox?
Yes. The shared inbox is designed for teams, so multiple agents can monitor, claim, and respond to threads without confusion or duplication.
How long does it take to configure escalation rules?
Minutes. Set up your escalation triggers and team assignments once, and the shared inbox handles routing from the first conversation.
Free your team for the cases that actually need them.
Let Chatref absorb the routine DME volume and route complex cases to your team with full context – free to start.
Part of Chatref for Medical Equipment Suppliers · Healthcare hub · pricing.