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Patient Inbox

Patient Communication Updates are Coming Soon! ✅
The Patient Inbox will soon be phased out of Marketing Platform, but we're keeping communication at the forefront of every patient experience with the Patient Profile Inbox. To familiarize yourself with these changes, check out this article and learn about this new Patient Profile feature.

Say goodbye to the days of wrangling voicemails, missed calls, and urgent texts from different call lists and notifications. With the Patient Inbox, you can see every patient you need to contact, regardless of whether they contacted you through call or text. The Inbox also shows past conversations and communication with patients - all you need to do is respond!

  • The Patient Inbox displays:

    • Direct & Campaign-Based Texts 
    • Inbound, Outbound & Missed Calls (Phones 2.0 users)
    • Voicemails (Phones 2.0 users)
    To access the Patient Inbox, click on the inbox button in the top toolbar.
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    The Patient Inbox icon displays the number of new messages the practice may need to respond to. The blue notification dot will go away when a message or conversation is read by users.

  • The Inbox is sorted by recent communications. Users can search the Inbox by name or number or use filters.

    Available filters include:

    Channel:
    • Phone
    • SMS
    Status:
    • Unread
    • Starred
    • Archive

     

  • Clicking a message in the Inbox opens a conversation (see right).

    The Unified Inbox itself is sorted by the most recent number communicated with. When opening a conversation from the Unified Inbox:

    • If the number matches a patient, communication with any of the patient’s phones is included.
    • When multiple patients share the same phone number, the message histories for each of those patients will be displayed.

    Conversations can also be accessed from Alerts and Patient Profiles, showing communications with the specific patient. If the patient is a dependent who shares a number with the responsible party, then the RP’s communications are also shown.

    When you respond in a conversation, you must choose which number you’re sending to. If there are multiple family members in the conversation, each number includes the patient’s name. For example, “Cell (Ashley)”.  respond (1).png

    		 conversations (1).png

  • You can now find the option to Mark All as Read in the Patient inbox right side menu:

    markall.png

    Once selected, you will see all notifications cleared from the Patient Inbox as well as the Messenger view:

    marked.png

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