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Introducing the Practice Inbox

A unified inbox for managing all your practice communications — email or patient portal messages — in one place. The Practice Inbox brings together everything your team needs to stay on top of patient and external correspondence without switching between tools.

Multi-channel conversations

Manage email and patient portal messages from a single view. Each conversation tracks its full history regardless of channel, so your team always has context. Reply using rich text for email, or send portal messages that notify patients to log in and read securely.

Smart email ingestion

Connect your practice email via IMAP or forward to your unique Clinically email and incoming messages are automatically processed. Clinically threads replies into existing conversations using email headers, so related messages stay together. Attachments are scanned and stored alongside the conversation.

Clinical content detection

Incoming emails are automatically scanned for clinical content — referral letters, pathology results, discharge summaries, and imaging reports. Clinically uses a weighted scoring system based on sender domains, filename patterns, and subject line keywords to flag messages that may contain clinical documents. Flagged attachments can be sent to the Clinical Inbox for processing through the document pipeline.

Patient linking

Conversations are automatically matched to patient records by email address. When a match is found, the patient's details appear alongside the conversation for quick reference. You can also link or unlink patients manually, and filter for unmatched conversations that need attention.

Spam filtering

A multi-layered spam detection system keeps your inbox clean. Inbound emails are checked against Amazon Web Services verdicts, per-practice block and allow lists, sender profiles, and email header analysis. Suspected and confirmed spam is separated automatically, and you can block individual addresses or entire domains from your settings.

Conversation management

  • Assign conversations to individual staff members
  • Prioritise as Low, Normal, High, or Urgent
  • Snooze conversations to resurface them later
  • Resolve when complete — conversations reopen automatically if new messages arrive
  • Merge related conversations or split messages into new ones
  • Forward email conversations to external addresses
  • Internal notes for staff-only discussion, with @mention notifications
  • Label conversations with whatever tags your staff need to track their work

Reply templates

Create reusable templates for email, SMS and portal replies. Templates support dynamic variables and can be organised by category — saving time on common responses while keeping messaging consistent.

Find what you need with built-in filters for open, assigned to me, unassigned, snoozed, spam, and unmatched conversations. Full-text search covers subjects, patient names, and sender addresses. Save custom filters for quick access to the views your team uses most.

AI-powered summaries

When a conversation is closed, Clinically generates a brief AI summary capturing the key outcome — making it easy to review past conversations at a glance.

Settings

Configure the Practice Inbox under Settings → Workspace → Practice Inbox:

  • Email connection — IMAP credentials and post-fetch behaviour (delete or archive)
  • Clinical sender domains — mark trusted clinical senders for automatic content detection
  • Block & allow lists — control which addresses and domains can reach your inbox
  • Reply templates — create and manage templates for each channel
  • SMS — request a dedicated number for two-way SMS conversations (coming soon!)