ConnectAI, one queue for what came in
A new Back Office section in ConnectAI gives staff one place to see inbound patient communication and document arrivals. Threads arrive tagged by channel and intent, anything the classifier was unsure about waits in its own Needs Triage view, and front-desk staff reply inside the thread the patient already started. Reminder flows are built once as ordered steps, and inbound records activity across five channels sits in a single view.
What's new
One queue for what came in
Inbound patient messages and document arrivals land in a channel-agnostic queue, tagged by channel and intent, so staff stop checking SMS, email and fax separately to find out what needs attention.
Every thread carries both tags. Channels cover SMS, email, eFax, secure share, Particle, portal and Direct. Intents cover referral, result, records, prior auth, appointment, billing and clinical.
Threads can be assigned, archived, snoozed, reopened and flagged, individually or in bulk.
Needs Triage is its own view
Threads wait in a filtered view of their own when classification confidence or routing was not final. They stay there until a person accepts the suggestion, overrides it, or reruns the classification. Nothing moves on an uncertain guess without someone looking at it.
Answer patients in their own thread
A dedicated patient-messaging workspace holds SMS and email threads, filterable by channel, one channel at a time. Front-desk staff and supervisors reply inside the thread the patient started, instead of a personal phone or a shared mailbox. Every thread for a patient is also reachable from that patient's record.
See inbound records in one view
A unified view of inbound records activity across eFax, Direct, secure share, Particle and RPA, with its own request queue and analytics. Raise a records request and follow it through its queue. The view reflects inbound activity without writing back over it.
Build the reminder flow once
Appointment reminder flows for SMS and email are built as ordered steps, each with an hour offset before the appointment, drawn from a reusable template library with placeholder validation.
Send events onward, and test it first
Register internal-module or external-webhook destinations and subscribe them to named event types. Send a test event before you trust it. Deliveries carry signed FHIR Bundle payloads and the signing secret can be rotated. Delivery health reports success, P50 and P95 latency, dead-letter queue and counts.
What this means for you
- One place to answer "what came in and what needs attention"
- Uncertain classifications wait for a person instead of moving on quietly
- Patients get answered in the thread they started, by whoever is on shift
- Reminder flows are authored once rather than phoned one patient at a time
- Inbound records activity across five channels reads as one list
- Event destinations can be proven with a test before anything depends on them
Where to find it
Log in at admin.savelife.ai and open the Back Office section in the sidebar.
Back Office surfaces are entitlement-gated. They are available to the Intake Coordinator, ROI Specialist, Front Desk, Scheduling Staff, Site Admin and Supervisor roles, so they will not appear for every user.
ConnectAI is HITRUST CSF Certified and HIPAA Compliant. See the ConnectAI product page.
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