---
title: How to use CRM Inbox
description: The CRM Inbox is Helix’s central hub for patient/lead conversations. From here you can reply, escalate, assign, mark for follow-up, flag, delete, convert a lead to a patient, link to an existing patient, filter conversations, etc.
---

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August 28, 2025

# How to use CRM Inbox

## The CRM Inbox is Helix’s central hub for patient/lead conversations. From here you can reply, escalate, assign, mark for follow-up, flag, delete, convert a lead to a patient, link to an existing patient, filter conversations, etc.

### 🧭 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):

![](https://help.helixbydoctors.com/hs-fs/hubfs/image-png-Aug-27-2025-08-38-01-5356-AM.png?width=670&height=368&name=image-png-Aug-27-2025-08-38-01-5356-AM.png)

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

![](https://help.helixbydoctors.com/hs-fs/hubfs/image-png-Aug-27-2025-08-39-41-7381-AM.png?width=670&height=368&name=image-png-Aug-27-2025-08-39-41-7381-AM.png)

### 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

<iframe data-hsv-src="https://play-eu1.hubspotvideo.com/v/145820380/id/270061376747" referrerpolicy="origin" sandbox="allow-forms allow-scripts allow-same-origin allow-popups" allow="autoplay; fullscreen;" style="position: absolute !important; width: 100% !important; height: 100% !important; left: 0; top: 0; border: 0 none; pointer-events: initial" title="HubSpot Video" loading="lazy" data-hsv-id="270061376747" data-hsv-style="" data-hsv-width="3404" data-hsv-height="1868" data-hsv-autoplay="false" data-hsv-loop="false" data-hsv-muted="false" data-hsv-hidden-controls="false" data-hsv-full-width="false"></iframe>

#### 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**.

<iframe data-hsv-src="https://play-eu1.hubspotvideo.com/v/145820380/id/269880760565" referrerpolicy="origin" sandbox="allow-forms allow-scripts allow-same-origin allow-popups" allow="autoplay; fullscreen;" style="position: absolute !important; width: 100% !important; height: 100% !important; left: 0; top: 0; border: 0 none; pointer-events: initial" title="HubSpot Video" loading="lazy" data-hsv-id="269880760565" data-hsv-style="" data-hsv-width="3404" data-hsv-height="1868" data-hsv-autoplay="false" data-hsv-loop="false" data-hsv-muted="false" data-hsv-hidden-controls="false" data-hsv-full-width="false"></iframe>

### **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.

<iframe data-hsv-src="https://play-eu1.hubspotvideo.com/v/145820380/id/269880761579" referrerpolicy="origin" sandbox="allow-forms allow-scripts allow-same-origin allow-popups" allow="autoplay; fullscreen;" style="position: absolute !important; width: 100% !important; height: 100% !important; left: 0; top: 0; border: 0 none; pointer-events: initial" title="HubSpot Video" loading="lazy" data-hsv-id="269880761579" data-hsv-style="" data-hsv-width="3404" data-hsv-height="1868" data-hsv-autoplay="false" data-hsv-loop="false" data-hsv-muted="false" data-hsv-hidden-controls="false" data-hsv-full-width="false"></iframe>

### 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.

<iframe data-hsv-src="https://play-eu1.hubspotvideo.com/v/145820380/id/269880761585" referrerpolicy="origin" sandbox="allow-forms allow-scripts allow-same-origin allow-popups" allow="autoplay; fullscreen;" style="position: absolute !important; width: 100% !important; height: 100% !important; left: 0; top: 0; border: 0 none; pointer-events: initial" title="HubSpot Video" loading="lazy" data-hsv-id="269880761585" data-hsv-style="" data-hsv-width="3404" data-hsv-height="1868" data-hsv-autoplay="false" data-hsv-loop="false" data-hsv-muted="false" data-hsv-hidden-controls="false" data-hsv-full-width="false"></iframe>

---

#### **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.

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