Conversations
Conversations is the shared worklist your coordinators work from. Every conversation the assistant handles — a phone call, a text, a portal message, or an email — lands in one list, tagged with its channel, rather than in a separate inbox per channel.
It replaces the older Phone Agent dashboard. The views that dashboard offered are still here, as tabs.
The worklist
The worklist is the landing tab and the one your team lives in. Each row shows the person, the channel, a status (in progress, awaiting escalation, or completed), a category, when it started, its duration, and a short summary. Search, or filter by status, resolution, or caller, to find what you need.
From a row your team can:
- Open a conversation for the full detail — the transcript, its outcome, and any callback request or collected detail waiting for action. Opening a transcript marks it read.
- Resolve a conversation once it's handled, so the list reflects what still needs attention.
- Pick up an escalation. Anything the assistant handed off sits at awaiting escalation for a person to take over.
Because read state is tracked per person, the list distinguishes what your team has already looked at from what nobody has picked up yet.
The other tabs
| Tab | What it's for |
|---|---|
| Worklist | The shared queue of conversations needing attention. |
| Live Ops | The live operational view of conversations in progress. |
| Data Fixes | Details the assistant collected that need applying to a record — see Referrals workflow. |
Every conversation for one person
A prospect's or patient's record carries its own Conversations panel, which shows every conversation with that person across channels — the call they made last week, the texts before it, a portal message — in one place, without your team going back to the worklist to piece it together.
A conversation is attached to a person only through a strong identifier — their prospect record, patient record, or referral. It is never attached on the strength of a phone number alone. This is deliberate: a shared household or family number would otherwise attribute one person's conversation to another. The trade-off is that a call from an unrecognised number won't appear on anybody's record until it's matched.
Channels
Voice, SMS, and portal conversations appear in the worklist wherever those channels are enabled for your clinic.
Email is also supported as a conversation channel, and runs in one of three modes:
| Mode | What happens |
|---|---|
| Off | Email doesn't feed the worklist. This is the default. |
| Review | Email conversations appear, and replies are drafted for staff to approve. |
| Live | Email is handled as a full conversation channel. |
Ask your Fertiligent contact before turning email on — it interacts with your clinic's mailbox setup.
By default an outbound email carries a secure deep link rather than the content itself, so personal health information stays inside the portal. Including full content in the email body requires both the patient's consent and a clinic setting to be turned on.
Who can see it
Access to the Conversations worklist is granted by role, and it is a separate permission from the one that controls the secure-message list — a staff member who can work conversations does not automatically get patient messaging, or the other way round. See Staff roles & permissions.
Related
- Voice phone assistant — the assistant on the phone.
- Patient messaging & SMS — texting and secure messages.
- Prospect management & outreach — the funnel these conversations feed.