Handling Unmatched Documents

Documents & Inbox Last updated:

When a document arrives in the Inbox and the system cannot automatically match it to a patient, it remains in an unassigned state. Some documents also generate a task in the task queue to prompt a staff member to review and assign them manually.

Finding Unmatched Documents in the Task Queue

Unmatched documents may surface as tasks in the Task Queue (accessible from the left navigation). Look for tasks with a type related to document review or inbox assignment. Clicking such a task opens the associated workflow.

Working the Inbox Directly

The most direct path is to go to the Inbox:

  1. From the left navigation, select Communications → Inbox.
  2. The inbox defaults to showing Unassigned Documents — these are all documents not yet matched to a patient.
  3. Scroll through the list or use the search field to find the document you need to handle.

Opening the Document for Review

Click the document row to open the Document Details panel. The panel shows:

  • Document metadata (filename, source, created date)
  • The current status and any AI extraction outcome notes
  • A Review suggested alert if the extraction confidence was low

If the document has been processed, click Review extraction in document to open the side-by-side view. On the left you see the document; on the right you see Extracted data — the patient name, date of birth, observations, and other fields the AI identified.

Review the extracted fields against the document to confirm they are correct. Click any extracted field to highlight the corresponding passage in the document.

Assigning the Document to a Patient

Once you have reviewed the extracted data:

  1. Click Assign to Patient in the Document Details panel.
  2. Search for the patient by name or ID.
  3. Select the correct patient and click Assign.

The document is marked Assigned and the extracted clinical data is imported into the patient’s chart automatically.

What Happens After Assignment

  • Any task that was waiting on this document is automatically resolved.
  • The patient’s chart is updated with the imported clinical observations, diagnoses, and medication records from the document.
  • The document appears in the patient’s Documents tab for future reference.

If the Document Cannot Be Matched

If you cannot identify the correct patient:

  • Leave the document in Unassigned status and add a note (if your workflow supports it) for follow-up.
  • Contact the prescriber or originating office using the fax or contact information visible in the document preview to request clarification.
  • You can re-run extraction after correcting the document (use the Retry extraction icon in the Inbox table row) if the original extraction failed.