Hand a conversation to a teammate

Sometimes a question that reaches the front desk needs a therapist or clinician to answer it. You can add that teammate to the same thread and send a short message, so the family knows who will reply and nobody answers twice.

Before you start

• Know who covers the question. If you're not sure, look them up in Directory first. See Find a coworker or team and message them.

Add the teammate to the chat

1. In the Inbox, click the chat to read the whole thread.
2. Click the people icon (View participants) in the chat header.
3. Click Add participants.
4. Type your teammate's name.
5. Click their name in the results. Check it's the right person: everyone you add can read this patient's chat.
6. Click Save. Your teammate is now in the conversation and shows under Coworkers.
7. Click the people icon again to close the panel.

Say who will answer

1. Type a short message in the message box, for example "Priya, Leo's therapist, will answer your question today."
2. Press Send, the paper-plane button. The family knows who's answering, and your team can see it too.

Your teammate replies in the same thread.

Archive it for the team when it's resolved

1. In the chat header, click More settings (the three dots).
2. Choose Archive for....
3. Turn on your team, for example Front Desk.
4. Click Save. The chat moves to Archived for the whole team.

To bring it back, do the same steps, clear the team's box and click Save.

Good to know

• Your message to the family is the hand-off, so name the person who will answer.
• Add only people who need to see the conversation.

Related

• Work a shared team inbox
• Find a coworker or team and message them
• Group conversations with multiple participants
• Find, filter and archive conversations