The conversation inbox
Where every chat lands, what the statuses mean, and which ones need you now.
Every conversation the assistant has with a patient lands here, whether it ended in a booking, a question, or a handover. The list is on the left, the transcript on the right.
The statuses
| Status | Means | Your move |
|---|---|---|
| Active | The assistant is handling it right now. | Nothing, usually. |
| Waiting for a human | It handed over. A patient is waiting. | This one. Now. |
| Resolved | Closed, either by the assistant or by you. | Nothing. |
Waiting for a human is the only status with a clock on it. Turn on the matching notification so it reaches somebody rather than waiting to be noticed.
Reading a handover
A handed-over conversation carries a short summary of why the assistant stopped, so you do not have to read forty messages to find out what the patient wants. Read that first, then skim the transcript for the detail it left out.
Where the assistant formed a view about which specialty the patient needs, it says so. Treat it as a suggestion from a colleague who has read the whole thread, not as a decision.
Reopening
A resolved conversation can be reactivated if the patient comes back or you closed it too early. Nothing is lost by resolving something optimistically.
What the inbox is really for
Answering today's patients is the obvious use. The more valuable one is reading a week of it at once: every handover is a question your assistant could not answer, and most are one FAQ entry or one locked answer away from never happening again.
Put half an hour a week in the diary for this. It is the single highest-return maintenance task in the product, and the only one that makes the assistant measurably better without anyone writing code.
Common questions
- Can a patient see that a human joined?
- Yes — taking over is explicit, not a silent substitution. See taking over a chat.
- How long are transcripts kept?
- For as long as your retention policy says. Unset means forever, which is a choice worth making deliberately.
- Who can see the inbox?
- Anyone whose role has the operations module. Of the presets, that includes secretary — this is front-desk work.