Inbox overview
Get to know the three panes of Conversations, its tabs and channel icons, and manage every patient message in one place.
2 min read
Conversations is the shared inbox where every patient message lands: WhatsApp, Instagram, Facebook Messenger, SMS, email and live chat. Whichever channel a patient uses, your team replies from one screen and sees the full history of the conversation.
The three panes
Click Conversations in the left menu and the screen splits into three panes:
- Tabs — above the list you'll find the Unread, Recents, Starred and All tabs.
- Conversation list — each row shows the patient's name, last message, time and channel icon. The number of unread messages appears in a green badge.
- Thread — the full history of the selected conversation (messages, calls, internal comments) with the composer at the bottom.
- Contact panel — the patient's phone, email, country, tags and linked opportunity. You can update details here without opening the contact record.
What each tab shows
| Tab | Contents |
|---|---|
| Unread | Conversations nobody has read yet. Start your day here. |
| Recents | Conversations with recent activity, newest first. |
| Starred | Conversations you've starred (e.g. patients who owe a deposit). |
| All | Every conversation you have permission to see. |
Tip
Treat Unread as your to-do list: each conversation becomes read once you've replied, and when the tab is empty, no patient is left waiting.
Channel icons
Each row shows the channel of the latest message as a small icon on the patient's avatar. Even when the same patient writes on different channels, everything is merged into one contact record.
For example, Sarah Mitchell from London first filled in a Facebook lead form and then sent her X-ray on WhatsApp. Both appear in the same conversation in chronological order, so your coordinator never has to ask "who spoke to this patient before?"
Note
A channel only appears once it's connected. For WhatsApp see WhatsApp Business API; for Instagram and Facebook see Facebook & Instagram.
Who sees what?
Which conversations a user sees depends on their role and permissions. A coordinator can, for example, be limited to the patients assigned to them. See Restrict data access.
Common issues
A message doesn't show up in the inbox. Check the All tab and make sure no filter is active. If it's still missing, check the channel connection; Messaging troubleshooting walks you through it.
I can't see some conversations. Your access may be limited to conversations assigned to you. Ask your admin to check.
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