Working with the Inbox
The Communications Inbox is where inbound documents — faxes, uploads, and other received files — are collected, reviewed, and matched to patients.
Navigating to the Inbox
From the left navigation, select Communications. The page opens with two tabs at the top: Inbox and Outbox. The Inbox tab is selected by default.
Uploading a New Document
To add a document to the inbox, select Upload Document in the upper-right corner of the Inbox view. A file upload dialog opens. Choose the file you want to upload and confirm. Once uploaded, the document appears in the inbox list and the system begins processing it automatically. If the file transfer does not finish within about a minute, you see an error asking you to check your connection and try again — the same applies when you use Retry Upload for a document that is still waiting for its file.
Filtering the Inbox
Two filters help you find specific documents:
- Business Unit — If your account has access to more than one business unit, a business unit filter appears at the top of the inbox. Use it to scope the list to a specific unit.
- Document Status — A Document Status dropdown lets you filter by processing state. Select the status that matches the documents you are looking for.
You can also type in the search field above the table to search by document name or other attributes.
Reading the Inbox List
Each row in the inbox table represents one document. The table shows the document filename, its current status, the source (e.g., fax, upload), and when it was received.
A document that is still being analyzed shows Processing with an animated progress bar. Once the current processing attempt has run more than about five minutes, the progress bar is replaced by one of two chips:
- An orange Taking longer than expected chip when processing is still underway in the background. The page keeps watching and updates the row when processing finishes; you can also refresh the table yourself. The document may still complete.
- A red Failed to run chip when processing never started. Use Retry extraction on that row to try again.
A document that has been stuck since before you opened the page shows the appropriate chip immediately, and refreshing or reloading will not return it to a progress bar. Retrying a document starts the five minutes over, so the row returns to Processing right away. Once the document finishes, its real status replaces the chip.
After you successfully assign a document to a patient, a green Recent Assignments banner appears above the table listing the newly matched documents and the patients they were assigned to. You can dismiss individual entries with the × on each chip, or clear all of them at once.
Opening a Document
Select any row to open the document details panel on the right side of the screen. The panel is titled Document: [filename].
Inside the panel you will find:
- Document Information — filename, status, source, creation date, and document type.
- Extraction outcome — a colored alert showing whether the AI successfully extracted patient data from the document, and any flags that warrant manual review.
- Review suggested warning — a yellow alert that lists specific reasons the AI flagged this document for human review (for example, low confidence scores or conflicting data).
Action buttons may appear depending on the document’s state and your organization’s settings:
| Button | What it does |
|---|---|
| Review extraction in document | Available when document extraction review is enabled for your organization. Opens an overlay that shows the original document alongside the extracted data fields, so you can verify accuracy side by side. |
| View/Download Document | Opens or downloads the original file in a new browser tab. |
| Retry Upload | Appears when an upload failed; lets you re-upload the file. |
If extraction review is not enabled for your organization, you will not see Review extraction in document. You can still open the file with View/Download Document and assign it from the assign dialog.
Assigning a Document to a Patient
When a document is ready to be linked to a patient, select the assign action from the document row or from the details panel. This opens the Assign Document to Patient dialog.
What you see in the dialog depends on whether document extraction review is enabled for your organization:
When extraction review is off — The dialog shows a side-by-side layout: a document preview on the left and patient search on the right. Use the preview to refer to the file while you search.
When extraction review is on — The dialog shows an extraction review panel (document with highlighted extracted fields and an Extracted data list) above the patient search area, so you can verify extracted values before assigning.
In the patient assignment area (either layout):
- If the AI extracted patient information (name, date of birth, phone, address), it appears in an Extracted Patient Information card. Date of birth is shown as a calendar date without a time. Use this as a reference when searching.
- In the Search for Patient field, type a name or date of birth to find the matching patient record.
- Review the search results (each result shows date of birth as a date without a time) and select the correct patient. The Selected Patient confirmation also shows date of birth as a calendar date without a time.
After a successful assignment, the dialog closes, the document status updates, and the patient appears in the Recent Assignments banner on the inbox list.