How to use CRM Inbox

🧭 Overview

• Consolidates messages from multiple channels (e.g., WhatsApp, Facebook/Instagram via Meta onboarding).

• Every action on a conversation (escalate/assign/follow-up) creates a Task and shows an icon on the conversation for easy tracking.

• Supports lead-only actions (Create Patient, Link to Existing Patient).

• Enforces WhatsApp messaging windows (24-hour rule) and template sending when chats are inactive for >24 hours.

• Searching and multi-filtering make it easy to find the right thread quickly.

📝 Navigation

1. Open Helix or CRM.

2. Click the message bubble (bottom-right) to open CRM Inbox.

3. Left panel = conversation list; main panel = active thread; top/right areas = filters & actions.

Here's how you can access the inbox in Helix(bottom right icon):

Here's how the Inbox looks once you click on the icon:

How to Use

A) Read & Reply

1. Select a conversation → the history opens.

2. Type a free-text reply or choose a saved template (if enabled).

3. Chat like normal: with text, emoji, attach image/video/document, record voice notes.

4. Click Send → the reply is logged in the thread and in the contact record.

5. Opening the chat and clicking on the name icon:
   • Patient → opens Patient Profile.
   • Lead → opens Lead form.

Messaging rule:

• If the contact messaged first and it’s within 24h of the last interaction, you can reply freely.

• After 24h of inactivity, the thread is inactive (read-only). To re-engage, you must send a Meta-approved WhatsApp template (see “Start/Resume a WhatsApp Conversation” below).

B) Conversation Actions (create tasks & show icons)

• Escalate
• Assign
• Follow up
• Flag
• Delete

1) Escalate (creates a Task)

• Click Escalate → Task pop-up opens with defaults:

  • Task Title auto-fills as “conversation decoration” (editable).

  • Priority auto-set to crucial (changeable).

  • Assign To: choose one user (cross-branch allowed; no multi-select).

  • Due Date: pick a date.

  • Comments: add details.

• Click Create.

• Result: a warning icon appears on the conversation. Click it to view task details (you can add/delete the task, change status/priority). Deleting the task removes the icon.

2) Assign (creates a Task)

• Click Assign → same Task window as Escalate.

• Fill Task Name, Priority, Assignee (single), Due Date, Comments → Create.

• Result: a green person icon appears. Click to view/edit; deleting the task removes the icon.

3) Follow Up (creates a Task)

• Click Follow Up → Task window opens with:

  • Task Name auto-captures the conversation.

  • Assignee defaults to you (changeable).

  • Set Priority, Due Date, Comments → Create.

• Result: a purple calendar-like icon appears. Click to view/edit; deleting the task removes the icon.

4) Flag

• Click Flag → confirm Yes.

• Result: an orange flag displays on the conversation.

5) Delete

• Click Delete to remove the conversation from the Inbox.

C) Lead-Only Row Actions (when the conversation belongs to a Lead)

• Create Patient – opens Patient Registration; fill and create a patient.

• Link to Existing Patient – opens search; find and select a patient to link the conversation.

D) Filters (top area)

Use filters to narrow results by:

• Conversation Date (From/To)

• Channels: WhatsApp / Facebook / Instagram

• Flagged (urgent)

• Contact Status: patients / leads

• Assigned Status

• Read / Unread

• Responded / Pending

• Escalated

• Due for follow-up

You can combine multiple filters and also use search.

Start/Resume a WhatsApp Conversation (Templates & the 24h Window)

Rule of thumb:

• Within 24h of the last inbound/outbound message → reply freely.

• After 24h (inactive) or to initiate a new chat → you must send a WhatsApp template (created in Helix and approved by Meta).

Case 1: Conversation exists in Inbox but is inactive (>24h)

1. In CRM → Inbox, open the inactive conversation.

2. Click the blue “Send Template” button (bottom-right).

3. Pick your onboarded number → select a pre-approved template → Send.

4. The patient must reply to fully re-open the conversation.

5. The template text itself does not appear in the chat history; you’ll see a “message sent” notification.

Case 2: Conversation does not exist in Inbox

1. Use search to find the patient or open the patient’s file.

2. On the left side, click Send WhatsApp.

3. Pick your onboarded number → choose a pre-approved template → Send.

4. The patient must reply to activate the conversation.

5. The template does not appear in the thread; you’ll see a “message sent” notification.

Lead Auto-Creation from WhatsApp (Good to Know)

• Trigger: A new contact messages the clinic via WhatsApp.

• Result: A Lead is automatically created in CRM → Leads.

• Placement: Appears on the Kanban board in the first column: “New.”

• Next: Manage details, stages, and tasks in the Leads & Tasks KB.

Inbox Hygiene

• Use Flag for urgent threads.

• Use Filters to focus (e.g., Due for follow-up or Escalated).

• Delete only when a conversation truly isn’t needed; otherwise Resolve to keep the audit trail clean.

Icon Reference (at a glance)

• ⚠️ Warning – Escalated Task present

• 🧑 Green person – Assigned Task present

• 📅 Purple calendar – Follow-Up Task present

• 🚩 Orange flag – Flagged conversation

✅ Pro Tips

• Escalate vs Assign: Escalate for priority handling; Assign for ownership.

• Use Follow Up for your own reminders (it auto-assigns to you).

• Keep threads flagged sparingly — use it only for true urgencies.

• If 24h passed, Send Template first; wait for the patient reply to chat normally.

• New WhatsApp sender? Look for their Lead auto-created in Leads → “New”.

• Convert fast: Create Patient or Link to Patient from the lead conversation row.

• Combine filters (e.g., Channel = WhatsApp + Due for follow-up) for targeted worklists.

• Clear your icons by closing tasks — it keeps Inbox tidy and ownership obvious.