The Inbox is the shared workspace for patient communication. Calls, SMS conversations, website chats, and unverified phone threads appear in one place so your team can review what happened and decide what needs a human response.
The current inbox has three working areas:
Area | What it does |
|---|---|
Contact list | Shows recent contacts and phone threads, with search and pagination. |
Conversation thread | Shows calls, SMS, website chat, media, and staff replies in timeline order. |
Patient insights panel | Shows patient context, communication stats, and shortcuts when a contact is matched. |
Channel | How it appears |
|---|---|
Phone calls | Voice call card with recording, summary, and transcript action when available. |
SMS | Message bubbles in the thread, including AI and staff replies. |
Website chat | Chat messages from the website widget. |
WhatsApp messages when enabled for your workspace. | |
Unverified phone thread | A phone-number-only thread until the caller is matched to a patient. |
Use the search field in the contact list to find a patient or phone number. Selecting a contact loads the full conversation timeline and patient context.
Voice calls appear as call cards. Open the transcript sidebar to review the recording, transcript, and call details without leaving the inbox.
When a conversation has an SMS-capable thread, your team can send a staff reply from the message box. Staff replies appear in the same timeline as AI messages.
Use the AI toggle in the conversation header when a patient needs manual handling. Pausing AI affects SMS automation for that contact only. Phone calls and other patients continue normally.
New messages and calls appear automatically while the inbox is open. If another team member or an AI agent updates a conversation, the list and selected thread refresh with the latest activity.
Q: Why do I see a phone number instead of a patient name? The caller or texter has not been matched to a patient record yet.
Q: Can I pause AI for every patient at once? The inbox toggle is per contact. Use call forwarding, agent settings, or support help if you need a broader workflow change.
Q: Can I delete conversations? Conversations are retained for practice records. The app focuses on search, filtering, and patient matching rather than deleting history.
