Conversations

Inbox views

Tabs filter the inbox by state, so you can focus on what needs a reply versus what is resolved. Views and channel filters sit together in one row, so you can combine both at once.

Your availability

The Online and Away control in the top bar sets whether your clinic appears available to website visitors. You start Away after signing in and stay Away until you switch yourself Online, so you are never shown as available by accident; while you stay Away, a reminder appears every few minutes so you notice if you meant to be Online. When at least one operator is Online, the chat widget invites visitors to chat live; when everyone is Away, the widget shows a contact form instead, so visitors can still leave their name, phone, email, and question. Your choice updates open widgets immediately.

Grouped by visitor

The inbox shows one entry per visitor, with all of that person's conversations grouped underneath, newest first, so a returning visitor is a single row rather than scattered threads. Visitors who are online right now sort to the top with their latest session first, and each entry shows a live presence dot: online, away, or offline. When the visitor has shared their name (through the pre-chat or contact form, or a verified sign-in on the clinic's site), the entry shows that name instead of a generic label. Select a visitor to open their most recent conversation, or pick any session beneath them. Each row's timestamp shows both the date and the time of the last message, so recent and older activity are easy to tell apart.

Search and filter

A search box above the list finds a visitor by name or by words in their messages, and the Online and away toggle narrows the list to visitors who are on the site now or recently active, so you can locate a person or an earlier conversation quickly.

Every channel in one inbox

Conversations from your website's live chat and from WhatsApp share the same inbox. Chips above the list filter by channel, and each conversation row carries a channel glyph, so you always know where a reply will be delivered.

The WhatsApp reply window

WhatsApp allows free replies for 24 hours after the patient's last message. A chip in the thread header counts the window down and turns amber as it nears closing. Once it closes, the composer locks and Choose template offers your approved templates: fill the variables, check the phone preview, and send. Delivery ticks on each message show queued, sent, delivered, read, or failed, and a failed message explains why beneath the bubble.

Thread & composer

The right pane shows the message history and a composer with canned responses for the questions you answer every day. The visitor panel can also show device, location, viewport, touch, cookie, and estimated connection context when the browser supplied it.

Working together on a thread

The avatars in the thread header show everyone on the conversation. Use the plus button to add a teammate; they are notified, join the thread, and every message shows who wrote it, so several staff can help one visitor without confusion.

Voice and video calls

You can start a chat, voice, or video call with any visitor who is online, straight from the conversation list or the thread header, without waiting for them to message first. Chat, audio, and video are independent: a call never requires a chat to be started first. Voice and Video start a 1:1 call; you can mute, turn the camera on or off, switch microphone, camera, or speaker, and hang up. Incoming calls play a ringtone: voice and video calls sound different, so you can tell them apart without looking. Once connected, the call shows a live duration and a Muted badge while your microphone is off, so a voice call gives the same at-a-glance feedback as a video call. Audio and video stay peer to peer.

Full screen and in-call chat

A video call opens full screen by default so you can focus on the visitor; use Minimize to drop back to the corner panel, or Full screen to expand any call again. The Chat control opens the conversation beside the video (below it on a small screen) so you can read and send messages without leaving the call. When the other side sends a message during an active call, in-call chat opens automatically so the recipient can answer without hunting for the thread.

Call history

The Calls tab lists every call for your clinic with its type, outcome, and duration, filterable by period. Missed calls also mark the conversation with a Missed call chip until someone opens the thread, and each thread's context rail shows its own call log.

Group calls

Group call starts a small conference on the conversation: the visitor is invited on their side, and teammates are rung on theirs. Up to 4 people can share video, up to 6 voice. When a call is in progress on a thread you have open, a banner offers Join; leaving is per person, and the call ends when the last participant leaves.

Recording a call

1:1 calls are recorded by default for regulatory purposes. Recording starts automatically when the call connects; both sides see a short notice at the top of the call, then the video stays clear. Saved recordings appear in the thread's context rail with playback for staff, and every playback is logged. Recordings cannot be downloaded or deleted from the workspace; they expire automatically under your clinic's retention setting. Team calls in staff rooms keep a manual Record control. If a recording is interrupted by a crash, the panel offers Recover to save what was captured.

From chat to the CRM record

Once a visitor is linked to a CRM contact, the thread's context rail shows View contact, which opens their full record and timeline. A details confirmed badge means the visitor completed the pre-conversation form for this thread. The contact's timeline links back to conversations the same way, so the chat and the record stay one click apart.

The visitor's full timeline

View full timeline in the context rail opens a dedicated 360 view of everything that has happened with this visitor, in one chronological feed: chat conversations with their transcript on demand, voice and video calls with inline recording playback, website visits, and tracked page events and milestones. Filter chips narrow to chats, audio calls, video calls, recordings, events, visits, or milestones; a search box and date range help you find a moment fast. The same timeline opens from a visitor's profile in Live visitors, and every card links back to the inbox thread, so the list, the visitor, and their history stay one click apart. Switch between the centered, alternating Timeline layout and a compact Grid view with the toggle above the feed, and play a saved recording with a single click.

Handle an incoming chat

1. Pick the visitor from the list (online visitors and unanswered chats are at the top).
2. Review the visitor's context shown with the thread.
3. Reply directly or insert a canned response, then resolve when done.

Reach out to an online visitor first

1. Online visitors sit at the top of the list; a green dot means they are on the site now.
2. Use the Message, Voice, or Video action on the visitor to start a conversation or a call without waiting for them to write first.
3. The visitor's widget opens the chat or rings; carry on in the thread as usual.

Review a visitor's full history

1. Open a conversation, then choose View full timeline in the context rail (or open it from a visitor's profile in Live visitors).
2. Use the filter chips to focus on chats, calls, recordings, visits, or milestones, and search or set a date range to narrow further.
3. Expand a conversation to read its transcript, or play a call recording inline; choose Open in inbox on any card to jump back to that thread.