Navigating the Messaging Inbox

The Messaging inbox has two panes: your conversation list on the left and the open thread on the right.

The conversation list

• Conversations are sorted by most recent message at the top, so anything needing attention rises to the top on its own.

• Unread conversations are badged so you can spot new patient replies at a glance.

• Use the search box to filter by patient name or phone number.

All vs. Mine

Two tabs sit above the list:

• All — every conversation for the practice.

• Mine — only the conversations assigned to you.

💡 Tip: If you're a team member (not a practice owner/admin), you'll only ever see conversations that are assigned to you — so your list stays focused on your own follow-ups.

Assignment and status

Every conversation has an assignee (a team member, or an automated bot for hands-off workflows) and a status: pending, open, closed, or failed. Selecting a conversation opens its full thread on the right, where you can reply, add a note, or resolve it.

What's next

• Starting a New Conversation

• Replying, Internal Notes & Resolving Conversations