Shared inbox & Triage

Only medical staff and reviewer roles can access the shared inbox.

Conversation model & assignment

A conversation has 2 states (new, answered) and can have as many participants as needed. However a conversation can be assigned to one and only one medical staff provider.

Any medical staff provider can self-assign herself or assign another provider to an unassigned conversation or an already assigned conversation.


Conversation name and conversation tag

Medical staff providers can set up a name to a conversation. Conversation can also have conversation tags. These tags can be set manually and eventually automatically suggested by the system based on previous examples. Medical staff providers can use both the name and the tag to triage a conversation.



There are 4 different inboxes

  • Not assigned: not yet assigned and unassigned conversations land in this inbox
  • Assigned to me: when you self-assign or get assigned to a conversation, it will go in this inbox
  • Assigned: shows the conversations currently assigned to providers (including yourself)
  • Answered: shows the conversations that were marked as answered


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