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FAQs

Answers to the most frequently asked questions. Can't find what you are looking for? Ask the community!

  • 44 Topics
  • 20 Replies
44 Topics
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
How do I disable Critical Alerts on my Apple / iOS mobile device?F.A.Q.

Critical Alerts are an iOS-specific designed to allow critical Priority Messages to bypass your device’s Do Not Disturb or Focus (iOS 15 and newer) setting on iOS.If you no longer wish to receive notifications for Priority Messages while Do Not Disturb is on, you can disable them in the following way:Within your iOS Home Screen, click Settings. Click Notifications. Scroll down and click on TigerConnect. To the right of Critical Alerts, click the toggle to OFF (should appear gray and the button to the left for OFF).You’ve now disabled Critical Alerts. Please note, if disabling Critical Alerts, you will only receive notifications of new messages when Do Not Disturb is turned off. You do have the option to disable Do Not Disturb as well, but will receive notifications for all messages. If you have any further questions, you are welcome to call our Client Care Team directly at (650) 564-4722. They’re available 7 days a week (Monday - Friday, 5:30 am - 5:30 pm PT and Saturdays & Sundays

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
Troubleshooting Notifications - Force LogoutF.A.Q.

Generally, most challenges with TigerConnect mobile app notifications can be resolved by simply logging out and logging back into your TigerConnect account with your username/email address and TigerConnect password. If you require further assistance with TigerConnect mobile app notifications after logging out and back in, see the further steps below. NOTE: Before proceeding further, you will need your TigerConnect username/email address and password. For help with identifying your username, email address, and/or password for TigerConnect, contact your local IT Help Desk or network team as they can best assist you with this information. For additional assistance with your password, check out our Password Change/Reset Help FAQ.    While logging out of the mobile app and logging back in corrects the issue most of the time, if that does not work try a Force Logout: On a computer desktop, open a web browser, go to https://login.tigerconnect.com and log into your account. Here, you may see

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
What is a manual Role swipe-in?F.A.Q.

With TigerConnect Clinical Collaboration Platform (Pro), a manual swipe-in is when a user takes over a Role with a simple swipe. Current Role owners will instantly be notified of this change. If a role is currently vacated, they can be re-assigned easily with a few clicks. To learn more check out the guides below or visit the Roles Training Guides article.NOTE: Organizations have the ability to prevent empty Roles. Opting In and Out of Roles:iOS (PDF) /  Android (PDF) /  Video GuideRoles Training Guide Article: 

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
How do I download the TigerConnect app on my mobile phone?F.A.Q.

The TigerConnect application is available on a desktop or laptop computer via our Web Messenger (https://login.tigerconnect.com), standalone Desktop App (https://tigerconnect.com/products/download) on Windows, macOS, and Linux, as well as on Android and iOS mobile phones.To download the TigerConnect mobile application, you can search for ‘tigerconnect’ on your device’s respective app store (Google Play Store for Android and Apple’s App Store for iOS devices) and install it as you would any other app on your mobile phone.For further assistance with downloading the app on your mobile device, see the additional Quick Reference Guides below for your respective device:Android (Google Play Store) iOS (Apple App Store)

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
Can I be logged into both the mobile app and Web Messenger or Desktop App?F.A.Q.

Yes.TigerConnect supports logging into multiple mobile devices and computers simultaneously. There is virtually no limit to how many devices you can be logged in to.If you are having trouble logging into your account on a specific device, you may need to reset your password.Click here for help with resetting your TigerConnect password.

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Nathan
TigerConnect Employee
A
Anonymous
published in FAQs
How do I start a message in TigerConnect?F.A.Q.

On iOS, find the compose icon at the upper right corner on iOS, tap on it and enter a co-worker’s name (email or phone required for Contacts). Tap on their name or contact to begin the conversation.On Android devices, tap the + sign, then New Message. Next, enter a co- worker’s name (email or phone required for Contacts). Tap on their name or contact to begin the conversation.On web/desktop, search by first or last name in the directory (magnifying glass next to the organization name) or compose a new message directly (pad and pen icon next to the magnifying glass). Begin typing your message and click Send button at the bottom right of the screen. For more details on how to send messages, go to TigerCommunity’s Knowledge Base to find how-to and training guides on all of TigerConnect’s features.

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Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
Best Practices - Mobile DevicesF.A.Q.

The TigerConnect app relies on your mobile device’s Internet connectivity to download messages sent to your account. See the documents below for the TigerConnect Android and iOS app for further tips on how to help troubleshoot connectivity, notification, and messaging challenges.Android - Best PracticesiOS - Best PracticesIf you have any questions or require further assistance with TigerConnect, contact the TigerConnect Client Care Team via the following: Phone: Standard Support: (650) 564-4722 M-F, 5:30 am - 5:30 pm PT Sat/Sun, 8:00 am - 5:00 pm PT Premium Support: Call your organization’s dedicated Toll-Free number 24x7 (including holidays) Email: prosupport@tigerconnect.com On TigerConnect: While logged into TigerConnect account, search for the TigerConnect Admin user and send the Client Care Team a message.

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
How do I update the phone number on my TigerConnect account?F.A.Q.

If you recently changed your phone number, to remove any previous numbers, contact the TigerConnect Client Care Team directly and they can assist you further. They can be reached at the following: Phone: Standard Support: (650) 564-4722 M-F, 5:30 am - 5:30 pm PT Sat/Sun, 8:00 am - 5:00 pm PT Premium Support: Call your organization’s dedicated Toll-Free number 24x7 (including holidays) Email: prosupport@tigerconnect.com On TigerConnect: While logged into TigerConnect account, search for the TigerConnect Admin user and send us a message.  

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
What are sender options with Roles?F.A.Q.

With TigerConnect Clinical Collaboration Platform (Pro), individuals have the ability to send messages with their own user account or as the role-based persona they are currently occupying (e.g. Anesthesiologist, Charge Nurse, Radiologist). Learn more in this article: 

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
I work at more than one facility or organization. How can I access all of them within the TigerConnect app?F.A.Q.

We are excited that you are part of more than one organization that uses TigerConnect and would like to have access to each directory using the same login credentials.You will need to consult with the administrators of each organization to determine who will be the “Parent” org. The email address used to create your TigerConnect account in the “Parent” org will be used and added into any subsequent “Child” orgs by those organization’s administrator. The Child org TigerConnect administrator will need to recreate your account in that organization using the same email address used in the “Parent” org.Further, each receiving directory’s TigerConnect administrator will need to remove their existing account so duplicate accounts are not present in their directory.Please note that once your existing accounts in any Child directories are removed, you will no longer have access to any previous conversations or Groups you were a part of originally in those org. You will need to be re-added into

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
How do I add a new user? (Admins)F.A.Q.

For help with adding new users, see our Web Messenger Administrator’s Guide. To get started, see the User Settings section starting on Page 5.  

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Nathan
TigerConnect Employee
Michelle
TigerConnect Community Manager
MichelleCommunity Manager
published in FAQs
Do I Need to Contact the Support Team or Ask the Community?F.A.Q.

Hi All,As you know, TigerCommunity is a place where TigerConnect users can connect, share knowledge and expertise, and get inspired. Here, you can get help from your fellow community members and share your own expertise to help others. If you are looking for in-depth support regarding billing issues, technical questions, features, etc., or you have run into an issue like needing more licenses, or finding bugs with features, please reach out to the TigerConnect Customer Support team directly by creating a ticket via this special form.Don’t miss this post from our support team with a list of quick resources to check before submitting a ticket.Note: If you’ve already submitted a support ticket, please do not duplicate your question in the community or vice versa, if you’ve already created a community post, please do not submit a ticket to the Support team. Let’s keep our conversation in one place!

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Michelle
TigerConnect Community Manager
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
Does TigerConnect work over Wi-Fi?F.A.Q.

Yes, TigerConnect will send and receive messages over a Wi-Fi network or over the mobile data connection for mobile devices and if Wi-Fi is available on the computer with which you are accessing the TigerConnect Web Messenger or standalone Desktop Application.NOTE: Guest Wi-Fi networks and Wi-Fi networks are not recommended, as they are often heavily locked down and are known to cause challenges with notifications and messaging outside of TigerConnect’s control. To “forget” any unauthorized or previously connected networks on your mobile device you can typically find this in the Settings application of your device under Wi-Fi or Wireless Networks. To forget a Wi-Fi network on Android:NOTE: the steps below for Android may vary depending on your device. If the steps below do not help, please refer to your device manufacturer.Tap Settings Tap Wi-Fi. Tap the Guest, Public or trouble Wi-Fi network. Tap Forget Network. Tap Forget to complete.In Settings –> Wi-Fi (tap the Wi-Fi heading, no

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Nathan
TigerConnect Employee
A
Anonymous
published in FAQs
What are Roles in TigerConnect?F.A.Q.

Roles are a premium feature of TigerConnect that allows an organization’s Admin to create and administer specific Roles for their organization for more focused communication (i.e. - Nurse Lead, On Call Hospitalist). Learn more about how to use Roles by clicking the link below. Once these Roles get created, all users in their respective TigerConnect organization can compose a message to a Role where the messages route to the person assigned to that Role at the given time.You can easily to search for and message on-call specialists without having to track down a unit clerk or manually look up the person’s contact information on a computer, whiteboard, or printed schedule.For more details on how to send messages, make sure you are logged in to TigerConnect Community and check out our Knowledge Base to find how-to and training guides on all of TigerConnect’s features.

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Anonymous
published in FAQs
How do I message a group or multiple individuals?F.A.Q.

In TigerConnect, you have options for messaging a group or multiple individuals at the same time. Compare the different types of communication patterns such as Groups, Roles, Teams, Forums and Broadcast Lists.Collaborative Communication Types in TigerConnectNOTE:  Roles and Teams are enabled when using TigerConnect Clinical Collaboration Platform (Pro). To learn more about these features, check out the articles listed below: 

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Anonymous
published in FAQs
How do I message a patient in TigerConnect?F.A.Q.

In order to message or call a patient using TigerConnect, your organization must have TigerConnect Patient Engagement enabled.Care teams can easily toggle back and forth between Patient and Provider networks, and patients receive a text link that opens a secure mobile browser, bypassing apps and passwords, enabling secure virtual care over video, voice, and text. Learn more about patient texting here.We have also developed how-to guides for you to share with your patients getting used to using technology for virtual care appointments. Find them here.For more information on how to use TigerConnect Patient Engagament go to TigerCommunity’s Knowledge Base to find how-to and training guides on all of TigerConnect’s features.

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Anonymous
published in FAQs
What is message continuity with Roles?F.A.Q.

With TigerConnect Clinical Collaboration Platform (Pro), Roles offers the ability to preserve conversations from shift to shift for complete context and continuity of care. Users occupying into a Role designated as a PM shift will see all the message correspondence that Role received during the AM shift. Learn more in this article:  

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Anonymous
published in FAQs
How do I add a Provider to TigerConnect Physician Scheduling?F.A.Q.

In order to get added to TigerConnect Physician Scheduling, a TigerConnect Physician Scheduling System Designer or Schedule Manager must either:If your organization only uses TigerConnect Physician Scheduling, then add the provider manually, entering all information yourself.   If your organization also uses TigerConnect Clinical Collaboration, you will sync the user’s TigerConnect Physician Scheduling account with their TigerConnect CCP account using the Search Users button in the Provider List.   To learn how to add a provider, please view this guide or watch this video also embedded below: To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features. 

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Anonymous
published in FAQs
How do I find my daily assignment?F.A.Q.

If your organization uses TigerConnect Physician Scheduling, they must first add you as a provider in their TigerConnect Physician Scheduling system. See below to learn more. Navigating TigerConnect Physician SchedulingMobile App for ProvidersThis how-to guide will teach you how to download TigerConnect Physician Scheduling on your mobile device, quickly view your schedule, their department’s schedule, view Tally reports, request days off or swap shifts.Dashboard Glossary for ProvidersThe Dashboard is your main navigation tool on the TigerConnect Physician Scheduling web application. This guide explains the functions of the various menus you will see logging in as a Provider.Adding a Microsite to Your Mobile DeviceiOS  /  AndroidFollow these steps to add your organization’s microsite to the home screen of your mobile device. This will allow you to easily check the daliy on-call and month view calendars for your organization. Managing Your ScheduleSubmitting Schedule RequestsLearn how t

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