The Messages inbox in the Clinician Platform allows you to communicate with patients directly — and lets patients contact you from the MyXRHealth app. Patients use Messages to reach the Care Team about anything related to their care — clinical questions, appointments, scheduling, billing, and more. When a message is actually meant for technical support, you can hand it off to the Support team from within the conversation.
This guide explains how to manage patient conversations using the Messages inbox.
How Messages Work
When a patient sends a message, it goes to the Care Team. Patients receive an automatic acknowledgment immediately after sending, so they know their message was received, and a member of the team follows up from the inbox.
Each conversation is automatically given a subject line based on its topic (for example, "Scheduling question" or "Symptoms question"), so you can see at a glance what it's about.
Auto-Assignment
Where a message appears in the inbox depends on whether the patient has an assigned clinician:
- If the patient has an assigned clinician, the message is automatically assigned to that clinician and appears under the Assigned tab.
- 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
- Log in to the Clinician Platform.
- 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.
- In the Messages inbox, click the + button.
- Search for and select the patient.
- Type your message
- Click Create Chat.
Claiming a Conversation
Even when a conversation is already assigned to you, claiming it lets your colleagues know you are actively handling it, so the patient receives only one response.
- Open the conversation.
- Click Claim.
The conversation will then show a Claimed by you tag.
Note: Claim any open conversation you are handling, so the rest of the team knows it's covered.
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.
- Open the conversation.
- Click Close.
Note: Closed conversations move to the Closed tab and remain fully searchable.
Handing Off to Support
If a patient's message is actually about a technical support issue, you can pass the conversation to the Support team:
- Open the conversation.
- Click Send to support.
- A window will open with an AI-generated summary of the conversation. Review the summary and edit it if needed.
- 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
- Check the inbox at the start and end of your patient-facing hours.
- Claim any open conversations in your panel.
- 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.