Fatma in the Inbox

The unified Inbox brings WhatsApp and booking chat conversations into one operational workspace while preserving each channel's identity.

The three-pane workspace

• The conversation list with views, filters, priority, ownership, channel, doctor, branch, and waiting time
• The active conversation with messages, suggestions, timers, staff actions, and system events
• Patient context with the next appointment, relevant history, Cleanup warnings, and recent actions

Smaller screens reduce the number of visible panes so the current task stays clear.

When a staff member is active

Fatma does not compete with an active staff member. She interprets the patient request, checks structured data, and prepares a suggested reply.

You can:

• Use the suggestion
• Edit it before sending
• Ignore it
• Select I've got this to claim the conversation
• Let Fatma handle it when clinic rules allow

A suggestion never appears as if you already wrote it. If the patient sends another message, the old suggestion goes stale and should not be sent against outdated context.

When staff are away

Wareed can set a fallback deadline on the server. The frontend displays the countdown, but closing a browser does not cancel or corrupt it.

Select I've got this before the deadline to claim the conversation. The first valid claim wins. Other staff see who is already handling it.

At the deadline, Wareed checks the conversation again. If a person replied or claimed it from another tab or device, Fatma does not send. If no one took over, Fatma sends the prepared response through the communication policy and outbound queue.

A meaningful response is not instant resolution

The goal is a meaningful reply within the configured service level. If Fatma cannot safely resolve the request, she acknowledges it, marks it for attention, assigns it, and attaches her investigation.

A good handoff includes:

• What the patient wants
• What Fatma checked
• Relevant appointment or identity context
• Why Fatma stopped
• The suggested next step
• Links to the conversation and related Cleanup item

If the patient asks for a person, Fatma may first ask what they need so the handoff is useful. If the patient refuses to explain, she assigns the conversation without forcing the question.

System events and message status

Small event lines explain ownership and workflow changes:

• Sara took over
• Fatma replied while the team was away
• Fatma rescheduled the appointment
• A reminder was suppressed because attendance was already confirmed

Delivery details stay quiet unless they matter. Failed messages show recovery options: Retry, Copy message, Open conversation, or Mark contacted manually.

Communication safety

Every outgoing message passes through one policy service. It checks duplicates, opt-out settings, quiet hours, service windows, approved templates, frequency limits, and whether another event made the message unnecessary.