Enrolled participants shouldn't need to call to know what to bring.
Between enrollment and the first visit, participants flood coordinators with prep questions. Chatref answers every what-to-expect, what-to-bring, and fasting question from your own study content, at any hour.
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Why it matters
The problem this solves.
The challenge
Newly enrolled participants have a lot of logistical questions between sign-up and the first visit — and they call the
What it costs
Coordinators spend hours on pre-visit handholding calls that add no clinical value and divert time from active enrollment.
The Chatref way
Chatref answers participant onboarding questions — visit prep, what to bring, fasting, travel directions — from your study
The Chatref solution
How Chatref handles participant onboarding.
A newly enrolled participant has questions about what to bring to their first visit, whether they need to fast, where to park, and what the first visit will involve. Chatref answers all of it from your study onboarding content — instantly, in their language — so the coordinator
Real questions
What Chatref answers here.
What do I need to bring to my first visit?
Do I need to fast before the screening visit?
Where is the study site and is parking available?
Can I take my regular medication the morning of the visit?
How long will the first visit take?
What should I avoid doing the day before?
Loved by support teams
Research sites, eliminating the pre-visit coordinator call.
How sites use Chatref to give enrolled participants what-to-expect answers without coordinator involvement.
Chatref took over the after-hours inquiry calls and the eligibility pre-screening that used to fill our coordinator's mornings. Our team now spends their time on candidates who are actually likely to qualify — screening visit slots stopped going to waste.
Potential participants used to call, hit voicemail, and never follow up. Now Chatref captures their interest at midnight and delivers a pre-screened lead to the team by morning.
It answers participant FAQs from our own protocol docs, in plain language. Most candidates get everything they need to decide before they ever speak to a coordinator.
of study inquiries answered or pre-screened before coordinator involvement
One widget handles Spanish and English inquiries across three concurrent studies. We stopped losing community-based candidates to language barriers.
What onboarding content should I give Chatref?
Your visit preparation instructions, what-to-bring checklist, fasting requirements, site address and parking, what happens at each visit type, and any logistics your coordinator normally explains by
Can it handle questions from participants who are already enrolled?
Yes. You can configure Chatref specifically for post-enrollment participant support, separate from the pre-screening flow for new inquiries.
What if a participant has a clinical question about their health?
Chatref stays within your study logistics content and routes any question that requires a clinical judgment to a coordinator, capturing the question for follow-up.
Does it work in multiple languages for enrolled participants?
Yes. The same onboarding knowledge base serves participants in up to 11 languages — no separate translation needed.
How do coordinators see participant onboarding questions?
Via the shared inbox, tagged as post-enrollment, so the team can monitor any questions that required escalation and spot preparation issues before visits.
Send prepared participants to every visit.
Add your visit prep content, drop in one snippet, and let Chatref answer every pre-visit question — free to start.
Part of Chatref for Clinical Trial Sites & CROs · Healthcare hub · pricing.