Work a shared team inbox

When your team shares one business number, everyone on the team sees the same patient chats. You can answer from the team number, bring in a clinician when you need one, and archive chats once they are handled.

Before you start

• You need to be on the team that owns the number, for example Front Desk. An admin adds people to teams in Directory.

Answer from the team inbox

1. Open the Inbox. New texts move to the top, and chats you haven't opened yet show in bold.
2. Click a chat to open it. Your teammates see the same thread.
3. Type your answer in the message box and press Send, the paper-plane button.

Your reply goes out from the team number, not your own phone. The whole team sees it, so nobody answers twice.

Bring in a coworker

1. In the open chat, click the people icon (View participants) at the top right.
2. Click Add participants.
3. Type your coworker's name, for example Priya Nair, and click her name.
4. Click Save.

She now shows under Coworkers and gets every new message in the chat.

Archive a chat when it's handled

1. In the chat list, point at the chat.
2. Click Archive at the right edge of the row.

This archives the chat for you, and it moves to Archived. To archive it for the whole team, open the chat, click More settings (the three dots) in the chat header, choose Archive for..., tick the team, and click Save. A new message from the family brings the chat back to your chat list.

Keep spam out of the team inbox

Spam texts reach everyone on the team. An organization admin can block the number.

1. Click Directory in the left bar.
2. Click Teams.
3. Click your team, for example Front Desk.
4. Open the Block List tab. Blocked numbers apply to all of your organization's lines.
5. Texts from the numbers on the list stop reaching the shared inbox. To add one, click Block phone number.

See Block a phone number for more.

Show or hide a team's inbox

If you are on several teams, you can choose whose chats appear in your inbox.

1. In the Inbox, click Inbox settings, the sliders button next to the + at the top of the chat list.
2. In Manage My Inbox, find your teams under Show chats from....
3. Switch a team off to hide its chats, or on to show them again.
4. Close the window. Your inbox updates.

This only changes your own inbox. Your teammates still see the team's chats.

Good to know

• Adding a coworker to a chat is the clearest way to hand it off, since they get every new message from then on.
• If you hide a team's inbox, its chats stay hidden for you until you switch it back on.

Related

• See new texts and reply
• Find, filter and archive conversations
• Block a phone number