Triage Inbox

The Triage Inbox is the one place your team checks for anything that needs a person. Whenever Elva can’t fully resolve something on her own — across calls, texts, emails, chats, and surveys — it lands here, alongside the calls your team should be making. Nothing slips through the cracks.

The two segments

At the top of the list you’ll switch between two segments:

• Attention — items that need a person to look at or act on now.
• Calls to make — patients your team should call, with the goal of each call spelled out.

How to switch segments

1. On the Triage Inbox, click Attention or Calls to make at the top of the list.
2. The count beside each tab tells you how many items are waiting.

The urgency banner

When something is time-sensitive, a banner appears at the very top — for example, “2 urgent items need attention.“

How to jump to urgent items

1. When the banner appears, click Review now.
2. You’ll be taken straight to the first urgent item.

Working the list

Each item shows the patient, a short subject, the channel it came from, who it’s assigned to, and its priority. Priority is one of Urgent, High, or Medium.

How to filter and find items

1. Use the search box and type a patient, subject, or tag.
2. Filter by channel — Phone Call, SMS, Email, Website Chat, Survey, or All channels.
3. Filter by who it’s assigned to — Anyone, Mine, Unassigned, or a specific team member.
4. Filter by status — Open, Waiting, or Closed.

What the statuses mean

• Open — active; needs attention or is in progress.
• Waiting — blocked; you’re waiting on the patient or someone outside the office.
• Closed — done and archived.

You can move an item between statuses as you work it — for example from Open to Waiting while you wait on a patient, then to Closed once it’s resolved.

The detail panel

Click an item to open it on the right. The panel shows the patient’s key facts (date of birth, phone, insurance), what triggered the item, and Elva’s guidance.

Guidance is grouped by where it comes from, so you can see the reasoning behind a recommendation:

• Your practice — your own rules and office policies.
• ELVA best practice — Elva’s recommended approach.
• General guidance — broader best-practice advice.

How to act on an item

1. Open the item from the list.
2. Read the guidance, then choose a suggested action. Common actions include Send SMS, Send email, Book, Schedule, Add to Calls to make, Escalate, Notify, Flag internally, and Add note.
3. For a message action, review the drafted text — Elva prepares it for you — and edit it before sending.
4. When you’re done, change the status to Closed.

How to assign an item to a teammate

1. Open the item.
2. Change the assignee to the right team member.
3. They’ll see it under Mine when they filter by assignee.

How to leave a note

1. Open the item.
2. Type your note in the note box and add it. Notes stay on the item so your team has the full history.

Calls to make

The Calls to make segment is your outbound call list. Each call comes with a goal so the team member knows what they’re trying to achieve — for example Book appointment, Reactivate patient, Collect payment, Clinical safety, or Engagement.

How to work the call list

1. Switch to the Calls to make segment.
2. Open a call task to see the patient, the goal, and Elva’s guidance for the conversation.
3. After the call, record the outcome with an action — for example Book to schedule the visit, or Add note to capture what happened.