Assigning and collaborating
Assign conversations to teammates and talk behind the scenes with internal comments and @mentions the patient never sees.
3 min read
A patient enquiry usually passes through several hands: the sales rep who replies first, the doctor who prepares the treatment plan, the coordinator who arranges transfer and hotel. In MedicalGrow you can assign a conversation to one person, talk to your team with notes the patient can't see, and manage the conversation's status.
Assigning and following a conversation
- Open the conversation and click the assignment field in the header. Pick a teammate from the list (e.g. Zeynep Arslan). The conversation is now their responsibility and they get notified. To remove the assignment, choose Unassigned.
- In the contact panel on the right, add other users under Followers. Followers are notified of new activity but the owner doesn't change. A doctor, for example, can follow a patient while waiting for their X-ray.
- To leave a note the patient can't see, choose Internal Comment in the channel switcher. Details below.
- Use the header icons to manage status: star (important), mark read/unread, and close (marks the conversation as done).
Tip
Assignment makes ownership clear. The rule of thumb: "Whoever the conversation is assigned to is the one who writes to the patient." That stops two people quoting the same patient different prices.
The Contact Owner on the contact record and the conversation assignee are usually the same person; if they differ, agree as a team which one counts. For opportunity ownership in the pipeline, see Add an opportunity.
Internal comments and @mentions
Internal comments appear as yellow boxes in the thread and are never visible to the patient. Use them to ask the doctor a question, get a price approved or leave a handover note.
- Choose Internal Comment in the channel switcher. The composer turns yellow.
- Type your note. To tag a teammate, type @ followed by the first letters of their name and pick them from the list.
- Send it. The tagged person is notified and lands straight in this conversation.
Example: "@Mehmet Demir X-ray attached. Veneers or crowns? Please check before I quote."
Heads up
Before you hit send, make sure the channel is set to Internal Comment. An internal note typed while WhatsApp is selected goes straight to the patient.
Read, star and close
| Action | When to use it |
|---|---|
| Mark as unread | You opened it but will reply later. It stays in Unread so you don't forget. |
| Star | Important patients who need follow-up: pending deposits, VIPs. They collect in the Starred tab. |
| Close / Complete | Nothing left to do. If the patient writes again, the conversation reopens automatically. |
To mark several conversations read/unread or star them at once, use the bulk actions described in Filters and views.
Common issues
The person I assigned didn't get a notification. Check their notification preferences: My profile.
My teammate isn't in the @ list. They may not have been added to the account or may be inactive. See Add team members.
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