Sending Replies and Notes

Sending Replies and Notes

The Inbox includes a built-in message composer at the bottom of each episode, allowing you to reply to patients or add internal notes without leaving the page.

Replying by Email

1. Select the Reply Email tab in the composer
2. Choose your email provider from the dropdown (Jump Mail, Gmail, or Microsoft 365)
3. Enter a subject line and compose your message
4. Click Send to deliver the email to the patient

The available email providers depend on which integrations your organisation has connected. If multiple providers are connected, you can switch between them using the provider selector.

Replying by SMS

1. Select the Reply SMS tab in the composer
2. Type your message
3. The character count and SMS credit usage are shown below the text area
4. Click Send to deliver the SMS

SMS is available when Firetext is connected for your organisation.

Adding an Internal Note

Notes are visible only to your team and are not sent to the patient:

1. Select the Note tab in the composer
2. Type your note
3. Click Add Note

Notes appear in the episode's conversation thread and are useful for recording internal decisions or handover information.

Using Communication Templates

To save time on common replies:

1. Click the Templates button in the composer
2. Select a template from the list
3. The subject and body are populated automatically, with merge fields (such as patient name) resolved
4. Review and edit the message before sending

Tip: After sending a reply, the message appears in the episode's conversation thread alongside any previous communications and events.