Skip to main content

How to Use the Messages Inbox

Updated

The Messages inbox in the Clinician Platform allows you to communicate with patients directly — and lets patients contact you from the MyXRHealth app. Messages are routed automatically to the right team, so clinical questions reach the Care Team and support issues go to the Support team.

This guide explains how to manage patient conversations using the Messages inbox.

 

How Message Routing Works

When a patient sends a message, the system automatically routes it based on the content:

  • Clinical or care-plan questions are routed to the Care Team (clinicians and coaches).
  • Tech, billing, scheduling, and account questions are routed to Support.
  • Urgent or safety-sensitive messages are always routed to Support, regardless of topic, to ensure immediate attention.

Patients receive an automatic acknowledgment message immediately after sending, so they know their message was received. A human team member follows up from the inbox.

 

Auto-Assignment

Where a message appears in the inbox depends on whether the patient has an assigned clinician:

  1. If the patient has an assigned clinician, the message is automatically assigned to that clinician and appears under the Assigned tab.
  2. If the patient does not have an assigned clinician, the message appears under the My Clinic tab and is visible to all members of the organization.

Opening the Messages Inbox

  1. Log in to the Clinician Platform.
  2. Click Messages in the navigation menu.

Starting a New Conversation

You can initiate a conversation with a patient directly — you do not need to wait for the patient to message first.

  1. In the Messages inbox, click the + button.
  2. Search for and select the patient.
  3. Type your message
  4. Click Create Chat.

Claiming a Conversation

Claiming a conversation lets your colleagues know you are handling it, so the patient receives only one response.

  1. Open the conversation.
  2. Click Claim.

Note: Claim any open conversation in your patient panel at the start of your shift, especially those in the shared Care Team view.

Closing a Conversation

Once a conversation is resolved, close it to keep your queue organized and give the patient a clear signal that the matter is resolved.

  1. Open the conversation.
  2. Click Close.

Note: Closed conversations move to the Closed tab and remain fully searchable.

Handing Off to Support

If a conversation needs to be handled by the Support team:

  1. Open the conversation.
  2. Click Send to Support.
  3. A window will open with an AI-generated summary of the conversation. Review the summary and edit it if needed.
  4. Click Confirm and Send to Support to complete the handoff.

Note: The summary is sent to Support so they can get up to speed without reading the full thread.

Recommended Daily Workflow

  1. Check the inbox at the start and end of your patient-facing hours.
  2. Claim any open conversations in your panel.
  3. Reply and close conversations once resolved.

For Coaches

Coaches use the same Messages inbox and the same claim / close flow. Use it for between-session check-ins to keep all communication context in one place.

 

For the patient guide on messaging, click here.

Related articles