1. Two chats
- The sales chat, on the website and the checkout, is for questions before you order: about the program, the plans, pricing, shipping and how Oona works.
- The care chat, in your account, is for everything after you order: your order and shipping, your plan and billing, and how your treatment is going.
By using either chat you agree to these terms, the Terms of Service and the Privacy Policy.
2. Who answers, and when
In the sales chat, Fin, an automated assistant made by Intercom, answers first, and passes your conversation to a person on Oona’s team when it cannot help or when you ask for a person. People on Oona’s team answer the care chat. Neither Fin nor the team are physicians, nurses or pharmacists, and they do not give medical advice. The sales team may sign with a first name; the care team signs as “Oona care team”.
The team is online weekdays 8am to 8pm and weekends 9am to 5pm, Eastern time. Outside those hours an automatic message says so. Your message is kept, the team answers when it is back, and we email you if you have left.
Some messages in the chat are automatic: the acknowledgment when you send your first message in business hours (“Thanks, we’ve got your message…”), the away message outside those hours, the line that says your question has been passed to your physician, the line that says a note has been added to your record, and the emergency lines. Our team may use software (Amazon Q in Connect) that suggests a reply to them; it is off in our chats today, and when it is on, a person still reads, decides and sends every reply you receive.
3. Medical questions
The team cannot answer a medical question, but it makes sure your physician does.
- In the care chat, a question about your treatment, your doses, a side effect or a reaction is passed to your physician. Your physician answers you in your account chat, usually within one business day, and we email you when the answer arrives. If the team marks your message urgent, you are told at once, and your physician is told the same way.
- Before you order, a medical question you ask in the sales chat is saved with your Clinical Skin Analysis. If you place an order, it goes to your physician with your request, and your physician answers in your account chat. If you do not order, no physician sees it.
4. Not for emergencies
Neither chat is watched around the clock, and nobody in the chat can help in an emergency. If you are having a medical emergency, call 911 or go to your nearest emergency room. If you are thinking about harming yourself, call or text 988. Do not wait for an answer in the chat.
5. What the team can see
To help you, a team member may see your Clinical Skin Analysis answers and report, your order and its billing, your messages and the team’s notes. The care team cannot see your card details.
6. What to send, and what not to
You can attach photos and PDFs, for example of a shipment or a pharmacy label. Do not send card numbers, passwords or anyone else’s information. Anything you send is kept with your account.
7. Your messages are kept
Sales chat conversations are kept by Intercom for Oona. Care chat transcripts and attachments are stored with your account, and are part of your record with Oona and, where your physician reads them, with the Practice. The Privacy Policy explains how they are kept and protected.
8. Good conduct
Be civil. We may end a chat, or close an account, that is abusive or fraudulent.
Lumenos AI Inc. · concierge@withoona.com