Initiating New Conversations
Overview
Care team members can start brand-new outbound conversations directly from the Inbox, without switching to the Communication Center. A + New button in the Inbox navigation opens a New Conversation panel where you choose the channel and recipient.
Starting a New Conversation
In the Inbox, click + New in the navigation
A New Conversation panel opens with a channel picker
Select the channel — Email, SMS, or Chat — and fill in the required fields
Send the message
The new conversation appears in your Inbox immediately.
Channel Options
Recipient
Select the patient
Subject
Enter the email subject line
Body
Compose your message
After sending, a new email conversation is created in the Inbox.
SMS
Recipient
Select the patient
Outbound line
Choose the organizational phone number to send from
If a conversation with that patient on the selected line already exists, you are transferred into it after sending. Otherwise a new SMS conversation is created.
Chat
Recipient
Select the patient
If a previous chat conversation exists with that patient, you are transferred into it. Otherwise a new chat is created.
Related Topics
Inbox — Inbox overview and general usage
Phone Channel — SMS, calls, and voicemails in the Inbox
Email — email functionality in the Care Portal
SMS — SMS messaging
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