Replying, Internal Notes & Resolving Conversations

Once a conversation is open, the thread shows the full message history grouped by day, with a compose box at the bottom.

Reply vs. Internal note

The compose box has two tabs:

• Reply — sends an SMS to the patient. This is the normal way to respond.

• Internal note — records a staff-only note on the conversation. It is not sent to the patient — use it to leave context for your team.

Resolving a conversation

When a conversation is handled, click Resolve. You'll be asked to choose a result (the outcome — for example, appointment booked or patient not interested). Resolving:

• Closes the conversation and moves it out of your active list.

• Writes the outcome back to the originating workflow, so the follow-up is reflected wherever that patient's outreach is tracked.

A resolved conversation shows a Resolved state with a read-only thread. You can still read the full history at any time.

⚠ Note: Only one conversation can be open per phone number at a time. If a patient already has an active conversation, new messages continue in that same thread rather than starting a second one.

What's next

• How Patient Replies Work