Why use the Inbox?
Clients text your clinic all day, and Oliver sends confirmations, reminders, and follow-ups on your behalf. The Inbox brings all of those conversations into one shared view, so keeping clients informed and showing up for appointments becomes a team effort instead of one person's phone. Anyone on shift can see what's unread or needs action, pick up where a teammate left off, and reply in seconds. Client details, appointments, forms, and payment requests sit right beside each conversation, so a quick text can turn into a booked visit or a collected payment.
How to use the Inbox
Find your way around
Click Inbox in the left menu. It's also the first screen you see when you log in. The screen has three parts:
Conversation list (left): every thread, newest first, with a search bar and filters at the top.
Conversation (middle): the full message history and a box to write your reply.
Client panel (right): quick links to the client's profile, patients, appointments, and more.
Know what needs attention
The Inbox uses a few simple signals so you can tell at a glance where to focus:
What you see | What it means |
Red number on Inbox in the left menu | How many conversations are unread |
Red bar on the left edge of a conversation | A new, unread client message |
Green icon on a conversation (hover shows Action needed) | The conversation needs a staff response, such as a new client reply or an Oliver AI follow-up |
Read a conversation
Click a conversation to open it. The unread marker clears as soon as you do.
Left side: messages from your client.
Right side: messages from your clinic.
Each clinic message is labeled with who sent it:
Label | What it means |
Your clinic's name | A standard message sent by the clinic |
Your clinic's name + AI (for example, "Oliver AI") | An automated message Oliver sent on your behalf |
A team member's name | A message typed by that person |
Any team member can text any client, so conversations can be shared across whoever is on shift.
Reply to a client
Click a conversation in the list.
Type your message in Write a message at the bottom.
Add an image or emoji with the photo and smiley icons in the message box.
Click the send button.
Your reply appears in the thread with your name and the time, and the unread marker clears.
To send an image, click the photo icon and browse for a file, or drag and drop it into the upload window. Images show in the thread with a link button and a Download Media button, so anyone on the team can share or save them.
Use a Message Template
Open the conversation.
Click Message Templates in the right panel.
Click a template to copy it into the message box. Use the search bar to find one quickly.
Edit the text if needed, such as adding a special instruction, then send.
Templates are created and edited under Settings → Message Templates.
To prevent spam, Oliver won't send the exact same message to the same phone number twice in one day. If you see Duplicate Message Detected, change the wording or choose a different template.
Translate a message before sending
Type your message, or insert a template, in English.
Click the globe icon in the message box (Click to translate before sending).
Review the Spanish translation that appears under your English text.
Click send.
Spanish is currently the only translation language. The client receives the Spanish message. In the thread you see it in English, and you can click See original to view the Spanish version that was sent. When a client replies, you can translate their message too, so you can read it in English.
Filter and search the list
Assignee filter (left dropdown): All Assignees, Assigned to Me, or a specific team member.
Thread filter (right dropdown): All threads, Action needed, Unread, or Archived.
Search: search by client name, phone number, or a word from the messages themselves (for example, a topic you texted about). Search covers older conversations too.
Mark conversations Unread, Needs Action, or Archived
Check the box next to one or more conversations. Use Select all to grab the whole list.
Choose an action at the top of the list:
Unread: puts the unread marker back on a conversation you've read but still need to handle.
Needs action: flags it for follow-up later. You'll see "Conversation marked as action needed successfully."
Done: appears in place of Needs action when a conversation is already flagged. Click it after you follow up to clear the flag.
Archive: moves conversations you've finished with out of your main list.
Archived conversations live under the Archived filter. Sending a new message in one makes it active again and moves it back to the main list.
Start a conversation
Click the + button next to the search bar.
Type a client name or phone number.
Select the match or Start new conversation.
Write your message and send it.
The first text to a new number automatically includes "Reply STOP at any time to unsubscribe."
You can also type a number into search and click Create a new conversation if no match is found.
Add a client from an unknown number
When a number is not linked to a client, the conversation header shows Add Client in red.
Click Add Client.
Enter the client's name. Add an email if you have one.
Answer Does this client already exist in your PIMS? with Yes or No.
Click Save.
Most clinics are connected to their PIMS. Choose Yes if the client is already in your PIMS, or No for a brand-new client.
The conversation now shows the client's name, and the full client panel (profile, patients, appointments, forms, payments) becomes available.
Take action from the client panel
With a linked client open, use the right-side panel to:
Client Profile: open the client's record, notification settings, and pets. If the client has linked accounts, a Related Client Accounts link also appears.
Patients: see the client's pets.
Appointments: view upcoming and past visits.
Message Templates: pick a saved message to copy into the message box.
Export to Medical Notes: save the conversation to the medical record.
Send a Form: text the client a form to fill out.
Send Payment Request: text the client a link to pay.
You can also copy the client's phone number or call them with the icons next to their name.
Assign a conversation
Open the conversation.
Click the assignee dropdown in the top-right corner of the conversation (it shows Unassigned by default).
Pick the team member who should own it.
Pro Tips
Don't let read messages slip. If you read something you can't handle right away, mark it Unread or Needs action so it stays on the team's radar.
Clear your Action needed list before you leave. Filter to Action needed at the end of your shift, follow up, then mark each one Done.
Use Assigned to Me as your personal to-do list. Assign conversations as they come in so everyone knows who owns what.
Archive, don't ignore. Archiving keeps the main list clean, and the conversation comes right back as soon as someone on your team sends a new message.
Add unknown numbers as clients right away. It unlocks forms, payment requests, and appointment details for that conversation.
Search for a keyword when you can't remember the name. Search looks at message text, not just names and numbers.
FAQ's
Can everyone on my team see the same conversations?
Can everyone on my team see the same conversations?
Yes. The Inbox is shared by your clinic. Use the assignee filter to narrow it to your own conversations.
What does the green Action needed icon mean?
What does the green Action needed icon mean?
The conversation needs a follow-up. Oliver can flag it, or you can flag it yourself with Needs action. Select it and click Done once you've handled it.
Where did my archived conversation go?
Where did my archived conversation go?
Change the thread filter to Archived. Sending a new message moves it back to the main list.
Why doesn't the client panel show Patients or Appointments?
Why doesn't the client panel show Patients or Appointments?
The number isn't linked to a client yet. Click Add Client in the conversation header to link it.
Why did "Reply STOP at any time to unsubscribe" get added to my message?
Why did "Reply STOP at any time to unsubscribe" get added to my message?
Oliver adds it automatically to the first text sent to a number, so clients always know how to opt out.
Can I send a message to many clients at once?
Can I send a message to many clients at once?
Yes. Use SMS Broadcast, shown when no conversation is selected. See the related article below.
Can I text clients who speak another language?
Can I text clients who speak another language?
Yes, in Spanish. Write your message in English, click the globe icon to translate it, and review it before sending. You can also translate a client's Spanish reply into English.
Why did I get a Duplicate Message Detected warning?
Why did I get a Duplicate Message Detected warning?
To prevent spam, Oliver blocks sending the exact same message to the same number twice in one day. Change the wording and try again.
Where do message templates come from?
Where do message templates come from?
They're created and managed under Settings → Message Templates. Everyone on the team can use them from the Inbox.
Related articles
Coming soon