The shared inbox

What it is

Inbox in the menu (Clinic and Practice plans) holds conversations with patients and with people who aren't patients yet: one conversation a person, whatever they wrote from. Texts and emails arrive here. WhatsApp, Instagram and Facebook messages will arrive here too once they're switched on for Hally; they aren't yet. On the Practice plan, calls from numbers no patient has wait under Calls (see Connecting your phone system).

The lists

Open is everything still to deal with; Mine is what's assigned to you or to one of your team roles; Closed is done. A dot means unread, Needs a reply and Waiting over an hour say what's urgent, and "new enquiry" means the person isn't a patient yet. Practitioners don't see Calls.

Replying

Open a conversation, choose Reply by (you can only reply on a channel they've used), write or pick from Saved replies…, and press Send. + Booking link adds your booking page's link. An email gets a subject; a text over 160 characters goes as more than one. Internal note adds a note only the team sees. Close it when it's dealt with; Reopen brings it back.

Who's dealing with it

Assigned to → Assign gives a conversation to a team role (such as Reception) or a person. Anything waiting an hour becomes a "Reply to a message" task.

Patients and enquiries

A conversation joins the patient's record by itself when the email or phone number matches. A message from someone new also appears in Leads and gives Reception a task to get back to them within the hour; New enquiry: open in Leads takes you there.

Out of hours

Outside 9 to 5 on weekdays, each conversation gets one automatic reply a day, so people know their message arrived.

Saved replies

Under Saved replies, managers add the answers your team gives often (prices, parking, what to bring), optionally linked to an SOP. Everyone can use them.

Response times

Response times shows how quickly the team usually replies, by channel and by person, and how many new conversations became patients in the last 30 days.