Conversations
Read every patient chat, pause the AI, assign chats to doctors, and reply on WhatsApp or Telegram
Conversations is your clinic's inbox. Every chat the AI has with patients on WhatsApp, Telegram and the website widget lands here, live.
The inbox
The list on the left shows one row per patient, newest activity first. Each row shows:
- Patient name (or Unnamed)
- A WhatsApp, Telegram or widget icon
- The last message, with AI: or You: in front when it was a reply
- How long ago it was, and an unread count
- AI paused if the AI is off for this patient
- The doctor's name if the chat is assigned to one
- Imported if the chat holds old messages imported from the clinic's phone
- The number's name, when your clinic has more than one WhatsApp number (see below)
Use the search box to find a patient by name or phone. Click a row to open the chat.
Several WhatsApp numbers
If your clinic has more than one WhatsApp number (a main number and/or one per branch), the inbox shows which number each chat is on. Clinics with a single number see none of this.
- On each chat in the list: a chip with the branch name, or Main number, for the number the patient last wrote to.
- Number filter: pills above the list, All numbers and one per number, show only the chats on that number.
- In the chat header: next to the patient's phone, a chip with the number they wrote to.
- On each message: when a patient wrote to two or more of your numbers, each of their messages carries a chip with the number it went to (and the header shows no chip).
Inside a chat
You see every message from the patient, the AI and your staff (with the staff member's name), plus timeline notes like "Sara disabled AI" or "Sara assigned Dr. Ahmed" so everyone knows who did what.
Use the filter at the top of the chat to show All, only the AI, only your Team, or only Private notes.
Private notes
Tap Private note above the message box to write a note only your team sees. It's never sent to the patient. See Private Notes.
The header has the patient's name and number, a link to their details, and these controls:
| Control | What it does |
|---|---|
| AI on/off switch | Pause the AI to reply yourself, or turn it back on |
| Assign | Hand the chat to a doctor. The AI pauses and the doctor gets a notification. |
| Unassign | Remove the doctor. The AI starts replying again. |
Replying to a patient
Pause the AI
The reply box is locked while the AI is on, so you and the AI never answer at the same time. Flip the switch to pause it.
Write and send
Type your reply and press Send (or Enter). It goes to the patient where they last wrote: on WhatsApp from the clinic number they last wrote to (a branch's number or the main one), or in their Telegram chat.
Turn the AI back on when done
Otherwise the AI stays paused for this patient, and their new messages wait for your team.
You can reply to WhatsApp and Telegram chats. Widget chats are read only from Conversations.
If a message fails to send, it's removed from the chat and your text is put back in the box so you can try again.
The 24-hour window
WhatsApp only allows normal messages within 24 hours of the patient's last message to the number you reply from. Telegram has no such limit. When that time has passed on WhatsApp, the reply box is replaced with a notice:
The patient's last message was more than 24 hours ago, and WhatsApp doesn't allow regular messages after that. You can reply here as soon as they message again.
There is no way to send a template from Conversations. This is on purpose: patients expect fast answers, so reply while the window is open. As soon as the patient writes again, the reply box comes back.
Turn on browser notifications so you see new patient messages quickly, especially for chats where the AI is paused.
When your team gets alerted
- A patient messages while the AI is paused for them
- A patient asks the AI to talk to a person (the AI pauses itself)
- A chat is assigned to a doctor (that doctor is notified)
Alerts for the same patient are grouped, so a burst of messages doesn't flood you.
Doctors
Doctors see only the chats assigned to them, under Conversations in their own portal. They can reply and use End conversation to hand the chat back to the AI. Only owners, admins and staff can assign or unassign.
What the AI remembers
The AI reads the recent messages in the chat before every reply, so patients don't have to repeat themselves. Very long chats are summarized automatically so the important context isn't lost.