Practice Inbox: A Complete Guide
Getting Started
Your Practice Inbox is where all patient and practice communications live. To access it, click the Inbox icon on the left side of the page.
Once inside, you'll see the following sections along the top or side: Chat, SMS, Phone Calls, Lab Results, Faxes, Forms, Refill Requests, Drafts, and Scheduled Messages.
Chat
The Chat section lets you manage all chat-based conversations with patients and practice users.
Search for any conversation using the search bar.
Filter views to show all chats or just your own.
Start a new conversation by clicking the compose icon and adding a recipient.
Send a message by typing in the text field and clicking Send.
Manage conversations — from this view, you can:
Pin a conversation
Mark a conversation as read
Archive a conversation (this removes it from the current view)
Saved contacts — whether practice users or patients — will display their name and, if available, a profile photo.
SMS
The SMS section works similarly to Chat.
Search for specific messages.
Filter to show unread messages only.
Start a new SMS conversation using the same compose button as Chat.
Phone Calls
Use this section to review your call history.
Filter by time frame: past 7 days, last 30 days, a custom range, or all time.
Toggle to show completed calls on the right side of the screen.
Reset filters using the reset option.
View historical calls by clicking into the call log.
Lab Results
All lab results are received in this section (unless they are still being sent).
Filter by patient to find results for a specific person.
Filter by time frame to narrow your search.
Filter by status — completed or incomplete.
Click into an individual result to view the lab result.
Faxes
This section tracks all incoming and outgoing faxes.
Filter by status: successful, failed, or currently sending.
Filter by direction: inbound or outbound.
Filter by recipient or sender.
Click into a fax to view the details.
Forms
This section displays all forms received from patients.
Filter by patient — view all patients or a specific one.
Filter by time frame.
Click on a form to:
Review the form, or
Assign it to the patient's chart.
Refill Requests
Manage incoming medication refill requests here.
Filter by patient.
Filter by status.
Filter by custom time frame.
Drafts
The Drafts section shows any saved but incomplete notes or messages.
Filter by patient — all patients or a specific one.
Filter by assignment — view drafts assigned to you or all assigned drafts across the practice.
Click a draft to open and view it.
From here, you can:
Mark as read
Mark as completed
Delete the draft (if it's no longer needed)
Scheduled Messages (Chat & SMS)
You can schedule a Chat or SMS message to be sent at a future date and time directly from this tab.
To schedule a message:
Add your recipient.
Choose the scheduled date and time.
Enter your message.
Add any attachments, if needed.
To view or edit a scheduled message: click the message from the list.
To delete a scheduled message: click the red trash can icon on the right side of the screen.