Skip to content
Shared Inbox + Copilot

Every patient channel in one shared queue.

Your team works WhatsApp, SMS, web chat, email, portal messages, voicemails and call transcripts from one shared inbox, linked to each patient's record. The chat assistant agent replies first to patients. Inbox Copilot works for the team.

See it step by stepRequest a demo

one thread

Khalid M. · one thread3 channels

Do you do braces for teenagers?

Transcribed: please call me back about braces.

Sending my son's X-ray from last year.

Yes, braces from age 11. X-ray received. Saturday 10:00 with Dr. Rami for a first look?

One reply on WhatsApp · by Noor, coordinator

What a shared inbox is

One workspace for the channels many people answer

Departmental channels such as scheduling@, referrals@, billing@ and the clinic numbers are managed by many staff. A shared inbox lets them assign, track status and collaborate without shared logins.

01 · Assign
Queue · scheduling
  • Maya R. · Daman for dermatology?RN
  • referrals@ · Cardiology referralOS
  • Omar S. · Running 10 min lateHM

Assign

Every conversation has an owner, so nothing falls between two desks.

02 · Track status
Status · all branches
12Open4Pending31Resolved

Rana is replying to Huda A.

Track status

Open, pending and resolved, per department and per branch, with who is replying right now.

03 · Collaborate
Internal note · staff only

Rana · Billing

@Dr. Khaled is the follow-up scan covered?

Dr. Khaled · Radiology

Approved. Book from next Tuesday.

Collaborate

Notes, mentions and handovers inside the thread, never in a side chat.

Five features

What makes it a shared inbox, not a shared password

  1. Unified queue · all channels
    • WhatsAppMaya R.Do you accept Daman for dermatology?SchedulingOpen
    • Emailreferrals@Referral letter for a cardiology consultReferralsAssigned · Rana
    • SMSOmar S.Running 10 minutes lateFront deskResolved
    • VoicemailAfter hoursTranscribed · billing questionBillingOpen
    • Web chatVisitorIs parking available at Jumeirah?Front deskVocly AI replied
A practical example

Two messages, two channels, one patient, resolved in seconds

Patient record · Fatima H. · two channels

SMS · 08:41

Hi, my abdominal ultrasound is tomorrow at 8. Do I need to fast?

Email to scheduling@ · 08:44 · attachment

Attaching my insurance card for tomorrow's scan.

insurance-card.jpg

Yes, please do not eat for six hours before the scan; water is fine. We have your insurance card on file for tomorrow. See you at 8:00.

Sent by Noor, registrar · 08:45

  1. 01One contactThe SMS and the email land on the same patient record, not in two inboxes for two people.
  2. 02Prep from the protocolCopilot shows the approved ultrasound preparation instructions.
  3. 03Card attachedThe registrar attaches the insurance card to the record and replies once, to both.

Without a shared inbox, the SMS sits on the front desk phone and the email in the scheduling mailbox, and the patient gets two partial answers, or none.

Inbox Copilot

A staff-side AI assistant at the desk

Copilot reads your clinic's knowledge base and the connected EHR/PMS data you authorise. It drafts, retrieves and flags. Staff review and click Approve & Send. The chat assistant agent talks to patients; Copilot helps staff; both work in the Shared Inbox.

Copilot · 01

Policy and insurance retrieval

Insurance networks, fees, hours per branch and clinic policies, found in seconds instead of a shared drive.

Inbox Copilot · staff only

Staff asked

Is Thiqa accepted at the Jumeirah branch for physiotherapy?

Insurance
Thiqa · accepted for physiotherapy
Branch
Jumeirah · Sat to Thu 08:00 to 20:00
Note
Pre-approval needed after 6 sessions
From your knowledge baseInsert into reply
Copilot · 02

Bilingual draft replies

Drafts in English and Khaleeji or Modern Standard Arabic, in your clinic's tone, ready for staff to review.

Inbox Copilot · staff only

Staff asked

Draft a reply in Arabic confirming tomorrow's 9:30 cleaning

Draft reply

Hello Omar, your cleaning is confirmed for tomorrow at 9:30 at the Downtown branch. Please arrive ten minutes early.

هلا عمر، موعد التنظيف مأكد بكرة الساعة ٩:٣٠ في فرع داون تاون. ياليت توصل قبل الموعد بعشر دقايق.

From your knowledge baseApprove & send
Copilot · 03

Pre-op and procedure verification

Checks pre-procedure and post-procedure instructions against your approved protocols before staff send them.

Inbox Copilot · staff only

Staff asked

What should the patient do before tomorrow's LASIK consult?

Protocol
LASIK consult · approved v3
Contact lenses
Soft lenses out 7 days before
Bring
Current glasses and Emirates ID
Driving
Arrange a driver: drops are used
From your knowledge baseInsert into reply
Copilot · 04

Call and transcript summaries

Voicemails, overnight calls and long WhatsApp threads summarised into a two-sentence handoff note.

Inbox Copilot · staff only

Staff asked

Summarise last night's calls from this patient

Summary
Called twice after 22:00 about a crown that came loose. No pain, wants the first slot tomorrow and prefers Dr. Khaled.
From 2 call transcriptsAdd to handoff
Copilot · 05

Clinical guardrails

Red-flag symptoms trigger an Urgent Clinical Alert. Copilot blocks a generic admin reply and starts the hard-coded escalation.

Inbox Copilot · staff only

Staff asked

Patient writes: “sudden loss of vision in my left eye since this morning”

Urgent Clinical Alert

Red-flag symptom detected. Generic reply blocked. Charge nurse notified; 998 guidance prepared for the patient.

Hard-coded rule · cannot be disabledEscalation started
Copilot · 06

Doctor availability and scheduling

Free slots per doctor and branch against the live calendar, so staff can offer a time in the same reply.

Inbox Copilot · staff only

Staff asked

When is Dr. Sara free this week for a new dermatology patient?

Thu
11:00 · 14:30 · Downtown
Fri
Off
Sat
09:00 · 10:30 · Downtown
From the connected calendarOffer Thu 11:00
How it works in practice

A Daman question and a mole check, step by step

  1. Maya R. · 10:02

    هل يغطي ضمان عيادة الجلدية عند د. سارة؟ وكيف أستعد لفحص الشامة؟

    01

    The message arrives

    Maya writes on WhatsApp in Arabic: does Daman cover Dr. Sara's dermatology clinic, and how should she prepare for a mole check?

  2. هل يغطي ضمان عيادة الجلدية…

    ENDoes Daman cover Dr. Sara's dermatology clinic, and how do I prepare for a mole check?

    02

    Translation shown

    The English translation appears under her message for any staff member who does not read Arabic.

  3. Copilot found

    Daman
    Covered · Downtown
    Dr. Sara
    Thu 11:00 free
    Protocol
    No makeup on the area

    03

    Copilot retrieves

    Daman covers dermatology at Downtown. Dr. Sara is free Thursday at 11:00. The protocol: no makeup or self-tanner on the area.

  4. Draft · Arabic

    نعم، ضمان يغطي الجلدية في داون تاون. د. سارة متاحة الخميس ١١:٠٠. يرجى عدم وضع مكياج على المنطقة.

    04

    Draft in her language

    Copilot drafts the reply in Arabic in the clinic's tone, with the slot offered.

  5. Noor · coordinator

    Reviewed. One word changed.

    Approve & Send

    Sent on WhatsApp · Thu 11:00 held

    05

    Staff review

    The coordinator checks the draft, adjusts a word if needed, and clicks Approve & Send.

FAQ

About the Shared Inbox and Copilot

Does Inbox Copilot talk to patients?

No. Copilot works for your staff inside the inbox. Patient-facing replies come from the chat assistant agent, which replies first on the channels you choose, or from your team. The chat agent talks to patients; Copilot helps staff; both work in the Shared Inbox.

Which channels can we connect?

WhatsApp, Instagram, TikTok, website chat, SMS, clinic email addresses such as scheduling@ or billing@, patient portal messages, voicemails and after-hours call transcripts.

Do staff need to share logins?

No. Each person has their own account with a role, and departmental channels are shared through the inbox, not through a shared password.

Can a person take over from the chat assistant agent?

Yes, with one click, at any point. When they are done they can hand the conversation back. Every change is logged.

Where does Copilot get its answers?

From your clinic's approved knowledge base and connected EHR/PMS data you authorise. If the answer is not there, it says so instead of guessing.
Request a demoGet a tailored proposal
7 days · no IT disruption

Start with a 7-day pilot.

Seven nights on your after-hours line. No IT disruption, and an ROI audit at the end.

Start a 7-day pilotRequest a demo
Period
7 days
Pilot
After-Hours
Covers
Nights, weekends, holidays
Ends with
ROI audit