Manage the Communications inbox
Work shared clinic mailboxes, match threads to clients, use AI triage context, delegate conversations, and keep communication history connected to the chart.
Before you start
- Your clinic mailbox is connected.
- You have Communications access from the sidebar or from your dashboard widget.
Who can do this
Owners, admins, clinic managers, supervisors, and delegated clinicians can use Communications. Clinicians normally see threads assigned to them, not every shared mailbox thread.
Why: Shared inboxes may contain PHI and operational messages, so clinic-wide visibility is limited to roles that triage communications.
Step by step
- 1
Open Communications from the sidebar or click the Communications dashboard card.
- 2
Select a mailbox or work queue. Front desk and clinic managers typically triage frontdesk, therapy, and billing style mailboxes before delegating.
- 3
Open a thread and confirm the matched client. If Simone did not match correctly, search and attach the right client before replying or filing notes.
- 4
Use Delegate to assign the thread to a clinician or staff member. Delegated threads appear in that user's Communications dashboard count.
- 5
Compose or reply from the thread, then add notes or resolution details when the conversation affects client care or operations.
If something isn’t working
Tap a question to see the likely cause and the fix.
A clinician cannot see a thread I assigned.
Why: The thread may not be delegated to that exact user, or their role/clinic access does not include the client or mailbox.
Fix: Reopen Delegate, confirm the assignee, and verify their clinic access if it still does not appear.
The AI context looks wrong.
Why: AI triage depends on the thread being matched to the correct client and recent client context being available.
Fix: Correct the client match first, then refresh the thread before relying on the suggested plan.