Your messaging inbox. WhatsApp messages from patients and live chat from website visitors arrive here; reply, hand off, and resolve without leaving the workspace.
Views filter the inbox by state, so you can focus on what needs a reply versus what is resolved. Views and channel filters sit together in one row, so you can combine both at once. When the inbox holds only WhatsApp chats, the views are simply Open and Closed: Needs you, Mine and Calls belong to website live chat and appear once a website conversation does.
When your clinic uses website live chat, the Online and Away control at the top of the inbox, beside its title, sets whether your clinic appears available to website visitors. You start Away after signing in and stay Away until you switch yourself Online, so you are never shown as available by accident; while you are on this screen and still Away, a reminder appears every few minutes so you notice if you meant to be Online. Going Online here keeps you Online while you move to other screens. When at least one operator is Online, the chat widget invites visitors to chat live; when everyone is Away, the widget shows a contact form instead, so visitors can still leave their name, phone, email, and question. Your choice updates open widgets immediately.
The inbox shows one entry per visitor, with all of that person's conversations grouped underneath, newest first, so a returning visitor is a single row rather than scattered threads. Visitors who are online right now sort to the top with their latest session first, and each entry shows a live presence dot: online, away, or offline. When the visitor has shared their name (through the pre-chat or contact form, or a verified sign-in on the clinic's site), the entry shows that name instead of a generic label. Select a visitor to open their most recent conversation, or pick any session beneath them. Each row's timestamp shows both the date and the time of the last message, so recent and older activity are easy to tell apart.
A search box above the list finds a visitor by name or by words in their messages, and the Online and away toggle narrows the list to visitors who are on the site now or recently active, so you can locate a person or an earlier conversation quickly.
Conversations from your website's live chat and from WhatsApp share the same inbox. Chips above the list filter by channel, and each conversation row carries a channel glyph, so you always know where a reply will be delivered.
Every WhatsApp message a patient sends to one of your clinic's linked phones opens or continues a conversation here, one per phone number, as does anything somebody types on the clinic phone itself. Reply by typing as you would on the website chat: it goes out from the same clinic number the patient wrote to. Choose template offers your saved WhatsApp templates at any time. Delivery ticks on each reply show queued, sent, delivered, read, or failed, and a failed message explains why beneath the bubble. When a patient's chart is restricted, the inbox shows that a message arrived but not what it says: open the chart to read it. WhatsApp is not a secure clinical channel, so a reply that names clinical details is refused.
Each WhatsApp conversation shows the full mobile number with its country code. When somebody on file has that number, the conversation is named after them; when a family shares the number, it is named after the household's primary member. When nobody on file has it, the conversation uses the name the sender chose on WhatsApp, and when there is none, the number itself. A name chosen on WhatsApp is not proof of who somebody is, and the screen says which kind of name you are looking at. The list, the conversation's heading and each of the sender's messages all use the same name. When a patient at the number has a restricted chart, the conversation shows only the number's ending and names nobody.
What a patient sends on WhatsApp appears as itself: a photo shows in the conversation, a voice note or a video plays where it sits, a document shows its name and size, a shared place opens in a map, and a contact card shows its name and number. Open shows the original, with a way to open it in a new tab or download it. Files sent on WhatsApp are not checked for viruses, and the conversation says so whenever it holds one. A file too large to keep, or of a type the clinic does not keep, is named with the reason it is not there. Business messages, polls, events, missed calls, edits and every other kind of WhatsApp message are shown in words. A message the clinic phone kept back is fetched from the phone when you open the conversation: it says Getting this message from the clinic phone, then shows what was sent. If the phone is offline it says the phone has not sent it yet, and it is asked for again the next time the conversation is opened.
On a WhatsApp conversation, the panel beside the thread shows Contact details instead of website visitor details: the full number, the name chosen on WhatsApp, and everybody on file at the number, with Open patient to go to a patient's chart when you may read charts. Website details such as visits, engagement and the visitor's browser do not apply to a phone and are not shown, and neither are Assign to me, voice and video calls, or the Online and Away control, which belong to website live chat.
The right pane shows the message history and a composer with canned responses for the questions you answer every day. For a website visitor, the visitor panel can also show device, location, viewport, touch, cookie, and estimated connection context when the browser supplied it; engagement and visits appear once the visitor's record has loaded, and are left out when there is no website visitor to describe.
The avatars in the thread header show everyone on the conversation. Use the plus button to add a teammate; they are notified, join the thread, and every message shows who wrote it, so several staff can help one visitor without confusion.
You can start a chat, voice, or video call with any visitor who is online, straight from the conversation list or the thread header, without waiting for them to message first. Chat, audio, and video are independent: a call never requires a chat to be started first. Voice and Video start a 1:1 call; you can mute, turn the camera on or off, switch microphone, camera, or speaker, and hang up. Incoming calls play a ringtone: voice and video calls sound different, so you can tell them apart without looking. Once connected, the call shows a live duration and a Muted badge while your microphone is off, so a voice call gives the same at-a-glance feedback as a video call. Audio and video stay peer to peer.
A video call opens full screen by default so you can focus on the visitor; use Minimize to drop back to the corner panel, or Full screen to expand any call again. The Chat control opens the conversation beside the video (below it on a small screen) so you can read and send messages without leaving the call. When the other side sends a message during an active call, in-call chat opens automatically so the recipient can answer without hunting for the thread.
The Calls tab lists every call for your clinic with its type, outcome, and duration, filterable by period. Missed calls also mark the conversation with a Missed call chip until someone opens the thread, and each thread's context rail shows its own call log.
Group call starts a small conference on the conversation: the visitor is invited on their side, and teammates are rung on theirs. Up to 4 people can share video, up to 6 voice. When a call is in progress on a thread you have open, a banner offers Join; leaving is per person, and the call ends when the last participant leaves.
1:1 calls are recorded by default for regulatory purposes. Recording starts automatically when the call connects; both sides see a short notice at the top of the call, then the video stays clear. Saved recordings appear in the thread's context rail with playback for staff, and every playback is logged. Recordings cannot be downloaded or deleted from the workspace; they expire automatically under your clinic's retention setting. Team calls in staff rooms keep a manual Record control. If a recording is interrupted by a crash, the panel offers Recover to save what was captured.
Once a visitor is linked to a CRM contact, the thread's context rail shows View contact, which opens their full record and timeline. A details confirmed badge means the visitor completed the pre-conversation form for this thread. The contact's timeline links back to conversations the same way, so the chat and the record stay one click apart.
View full timeline in the context rail opens a dedicated 360 view of everything that has happened with this visitor, in one chronological feed: chat conversations with their transcript on demand, voice and video calls with inline recording playback, website visits, and tracked page events and milestones. Filter chips narrow to chats, audio calls, video calls, recordings, events, visits, or milestones; a search box and date range help you find a moment fast. The same timeline opens from a visitor's profile in Live visitors, and every card links back to the inbox thread, so the list, the visitor, and their history stay one click apart. Switch between the centered, alternating Timeline layout and a compact Grid view with the toggle above the feed, and play a saved recording with a single click.
The canned responses list ends with Add canned response, which starts the new response from what you have typed in the reply. Save it and it goes into the reply. It is kept for you unless an administrator chooses to share it with the whole team, so take out anything about one patient before sharing it.