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 patient name when extraction found one, the source (e.g., fax, upload), and when it was received.
When the AI flags extraction for human review (for example low quality or suspicious document text), a yellow Review chip appears next to the filename. Open the row for the full Review suggested details. The document stays unassigned until you assign it yourself.
When the extracted demographics uniquely match a patient whose insurance is no longer active, the Patient column shows that name with a red Termed chip. The document stays unassigned so you can review it; documents are not auto-assigned to termed patients.
A document that is still being analyzed shows Processing with an animated progress bar and a status label (for example Pending or Processing). Documents whose upload never finished show Upload incomplete (no progress bar) — use Retry Upload on that row, or delete it. If your organization’s monthly AI budget is being paced, you see an information-colored Waiting for AI budget chip with a clock icon instead of the progress bar. This is not an error. The document is picked up automatically when budget becomes available, the page keeps watching it, and Retry extraction is not offered while it waits. When processing resumes, the row returns to its active processing status while the page confirms that work is underway.
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 extraction quality or suspicious text in the document).
When extraction finishes, the system may suggest a patient from the extracted name and date of birth. If extraction is clean and that match is unique with active insurance, the document is assigned to that patient and clinical data is imported automatically. If the unique match has inactive (termed) insurance, the Patient column shows a red Termed chip and the document stays unassigned. If Review suggested is shown because extraction needs review, the document also stays unassigned until you assign it yourself — no clinical data is imported and open data requests are not fulfilled until you confirm the assignment.
Action buttons may appear depending on the document’s state and your organization’s settings:
| Button | What it does |
|---|---|
| Review extraction in document | Available once the document has finished processing. Opens an overlay that shows the original document alongside the Extracted data list, where you can Accept, Correct, Remove, or Add facts before assigning. Click Finish when you are done to close the review. |
| 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. |
While a document is still processing, or if processing failed, Review extraction in document does not appear. You can still open the file with View/Download Document.
Reviewing extracted facts
In the review, each extracted fact (patient details, observations, medications, diagnoses, and procedures) has its own buttons:
- Accept — the fact matches the document; it is marked Accepted.
- Correct — change the fields that are wrong and click Save correction; the fact is marked Corrected and the corrected version is imported.
- Remove — the fact does not belong and will not be imported.
- Add — enter something the extraction missed; it is marked Added and is imported with the rest.
Clicking a fact highlights the supporting lines in the document when they are available for that document; otherwise you review the list against the document directly. An OCR quality percentage, when shown, describes how clearly the text was read from the page — it is not a measure of whether the fact is clinically correct. After a document is assigned, the same review shows the chart entries that document added. Correct, Remove, and Add then update the patient’s chart right away (you are asked to confirm a removal). Only entries added by this document are listed and changed; information from other sources stays as it is.
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.
The dialog shows the extraction review (the document beside the Extracted data list with Accept, Correct, Remove, and Add) above the patient search area, so you can verify and fix extracted values before assigning. Whatever you correct, remove, or add is what gets imported when you assign.
In the patient assignment area:
- 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. If that card cannot be reloaded after you correct the extraction, an error appears above it and Assign Document stays unavailable until Retry reloads the card.
- 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.