Setup
How to set up workspaces for urgent care multi location c…
How to set up workspaces for urgent care multi location chat management — answered from your own docs. How Urgent Care Centers teams use Chatref (workspaces, wo
Running multiple urgent care locations from a single Chatref account comes down to workspaces. A workspace isolates one clinic’s content, agent, and analytics from the others, so patients at each site always get answers drawn from that location’s own hours, insurance lists, and scheduling steps. You set up one workspace per clinic, and Chatref keeps everything independent without extra fees.
Before you start
Workspaces are Chatref’s way of handling multi-site, multi-team chat – each workspace is a separate environment with its own knowledge base, agent(s), branding, and conversation history. Nothing bleeds across. This is the foundation of effective urgent care multi location chat management: every clinic answers patients from its own details, while you manage everything under a single account and view per-clinic insights.
What you need:
- A Chatref account (sign-up gives you $50 free credit, no card required)
- A list of your urgent care locations (address, hours, insurance plans accepted, scheduling policies, forms, and any site-specific notes)
- Login to each clinic’s website CMS or a developer who can add the widget snippet (one snippet per site)
Billing is pay-as-you-go and shared across all workspaces. There are no per-workspace fees, no per-bot charges, and no seat limits – your balance is deducted only when an agent answers a patient. Every workspace, agent, and insight comes out of the same prepaid wallet, so adding a new location costs nothing until it starts handling chats.
If you need a broader overview of how Chatref helps Urgent Care Centers, see Urgent Care Centers.
Step-by-step setup
1. Create a workspace for each location
Log into Chatref and navigate to the Workspaces section. For every urgent care clinic, click New Workspace and give it a name that identifies the location (e.g., “Westwood Urgent Care” or “Downtown Clinic”). The workspace acts as a container – once created, all content, agents, and insights stay tied to that clinic.
2. Add location-specific content
Inside each workspace, go to the Knowledge Base and upload the documents that describe that clinic’s real-world info. This is what Chatref trusts to answer patients. Upload:
- Hours of operation (including holiday schedules and walk-in vs. appointment rules)
- Insurance plans accepted at that site (some locations may differ)
- Scheduling steps and contact info
- New-patient forms and instructions (what to bring, where to park)
- Any service limitations (e.g., “no X-rays at this site”)
You can upload PDFs, paste URLs to your clinic’s location pages, or submit plain text. After processing – usually a minute or two – Chatref will have learned the material and be ready to answer from it. Remember: answers only come from what you add. No internet search, no guessing.
3. Set up an agent per location
Within each workspace, create an agent (or multiple if you need specialized chat flows). The agent will:
- Pull its identity (name, greeting, tone) from the workspace’s content
- Match your clinic’s branding (logo, primary color) via the Customization settings
- Speak the language your patient community expects (multilingual routing available)
Name the agent meaningfully – “Westwood Front Desk” or “Downtown Help” – so your team can monitor chats easily later. You can have unlimited agents per workspace; most urgent care centers run one agent per location that handles all routine questions (scheduling, refills, insurance, hours) and, if needed, a separate agent for post-visit follow-ups.
4. Embed the widget on that clinic’s website
Copy the widget snippet from the agent’s Embed tab. Paste it into the <head> of the matching clinic’s website, just before the closing </head> tag. Make sure you are on the correct workspace when you grab the snippet – each workspace has a unique snippet tied to its agents. Then add the website’s domain (and subdomains) to the allowed origins list in the workspace settings.
5. Connect human handoff (optional, but recommended)
In the Shared Inbox settings, enable human handoff. This lets your front desk staff – or a centralized support team – see live chats, step in when a patient needs a person, and pick up the conversation with full history. Since your inbox collects chats from all workspaces, you can filter by workspace to see only a specific clinic’s conversations.
6. Let insights build
After the widget is live and patients start asking questions, visit the Insights tab inside a workspace. Chatref will surface the most common questions for that location – scheduling, insurance, refills – and flag recurring gaps. This per-workspace insight loop is what makes urgent care centers workspaces and urgent care centers insights work together: you know exactly which clinic’s content needs tweaking, and you can update its knowledge base immediately.
Check it works
- Open each clinic’s website in a private browser window and send a test question through the widget. Ask something location-specific like “What insurance do you take?” or “Are you open on Sundays?”. The agent should answer with that clinic’s info, not a generic statement.
- Verify that the answer references the right details – if it pulls the wrong hours, the wrong workspace may have been selected during embedding, or the knowledge base document listed that clinic incorrectly.
- Test the handoff flow: ask a question that would normally need a person, then check the Shared Inbox for that workspace to confirm the conversation appears and your team can join.
- Review Insights after a few days. You should see distinct top-question lists for each clinic; if they look identical, you might have accidentally added the same content to both workspaces.
Common issues
The widget shows answers from a different clinic
This happens when the snippet from the wrong workspace was placed on the site. Go back to the Workspaces selector, ensure you are inside the right location’s workspace, copy the snippet there, and replace the one on the site. Also check that the domain is allowed only for that workspace – cross-workspace domain confusion can trigger the wrong agent.
Multiple locations share a single domain or use subdirectories
If you run clinics under one primary domain (e.g., urcare.com/clinic-a and urcare.com/clinic-b), place the correct snippet on each subpage. Chatref’s agent chooses its workspace based on the snippet, not the URL pattern, so as long as the snippet per page matches the intended workspace, answers will stay location-specific.
Staff miss chats from one location
The Shared Inbox aggregates all workspaces by default. If a team member only monitors a specific clinic, set up a filtered view pinned to that workspace. You can also assign different agents in the workspace settings to control who sees what – though Chatref doesn’t have role-based access per workspace out of the box, filtering by workspace name in the inbox does the job.
Insights don’t show enough data
Insights need real patient conversations to populate. If a clinic just launched, wait a week. To speed up learning, use the Playground inside the workspace to send the same sort of questions patients ask. That helps surface gaps in content even before the first real chat. Also verify that the widget is actually visible and functional on the site – a hidden script won’t generate usage.
Billing surprise from multi-location chat volume
Because PAYG draws from a single wallet, a busy week across ten locations may consume credit faster than expected. Set a wallet top-up alert in Account settings, and monitor the per-workspace conversation count on the Workspaces dashboard to see which clinics drive the most usage. You can pause a workspace’s agents without deleting data if you need to control costs temporarily.
FAQ
What causes urgent care multi location chat management problems for Urgent Care Centers?
The root causes are operational, not technical: each clinic often has its own hours, insurance lists, and scheduling quirks, but patients expect consistent, accurate answers no matter which site they contact. When those details are managed through one generic FAQ or a single phone line, after-hours gaps, staff confusion, and inconsistent replies multiply. Adding locations without separating each clinic’s content leads to patients receiving cross-site misinformation, draining trust and front-desk time.
How do I improve urgent care multi location chat management for Urgent Care Centers?
Start by isolating every location into its own workspace, with an agent that answers only from that clinic’s uploads. Then use per-workspace insights to find the top unanswered questions at each site and refine the content. Finally, train front-desk staff to filter the shared inbox by location so they pick up only the chats that truly need clinical judgment. This approach scales with your growth – adding a new clinic costs nothing until it starts helping patients, and you gain per-clinic visibility that a monolithic setup can’t provide.
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