Your Inbox
How conversations, tasks, and inquiries reach you, and how to work them to done.
The Inbox is your home base: every member text, follow-up task, and inquiry lands here, organized so the most urgent work is always on top.
The Four Lanes
The left sidebar has four lanes. A customer appears in the highest-urgency lane that anything on their record qualifies for:
| Lane | What puts a customer here |
|---|---|
| Priority | A to-do task, a new inquiry, or a text they sent that nobody has answered yet |
| In Progress | A task you started, or an inquiry that is pending resolution or has an appointment scheduled |
| Done | Everything on the customer is resolved |
| All | Every customer with a conversation, regardless of state |
Two details worth knowing: an unanswered inbound text keeps a customer in Priority until someone replies or marks the thread done, and a new text after that reopens it. And STOP replies do not create Priority work; the platform handles opt-outs automatically.
Above the list: search, a sort control (newest or oldest activity or created), Show first pills (Inquiries, Tasks, Reqs) to float one work type to the top, and the My threads toggle to see only customers assigned to you.
Working a Conversation
The center thread shows everything about the customer in one timeline: texts (yours, your teammates', and messages the AI sent, each labeled), calls, inquiries, notes, tasks, and appointments. Hover any message to react, or comment on it with an internal note.
The composer at the bottom has three modes:
- SMS: text the member directly. Messages send from your organization's number.
- Note: an internal note on the thread. Use @ to mention a teammate.
- Task: create a follow-up without leaving the conversation, with a due date (Tomorrow, End of this week, In one week, or custom) and an assignee.
When you open an inquiry from the thread, the composer switches to resolve mode with two paths: Manual (you handled it; type what you told the member) or AI Callback (type the verified answer and careCycle dispatches an AI employee to call the member back and deliver it).
The Context Panel
The right panel keeps the customer's record beside the conversation:
- Details: contact info, assigned agent, customer status, policies (you can update a policy status right here; Cancelled and Not Approved ask for a reason), Medicare information, and upcoming appointments with a New booking button.
- Tasks: every outstanding task and requirement, grouped by the policy they belong to. Requirements track paperwork with Captured / Not Captured states, and you can reopen or cancel them.
Marking a Thread Done
The Mark as done button closes the conversation. It stays disabled until every open task, requirement, and inquiry on the customer is resolved, so nothing gets buried with work still attached. A closed thread reopens itself the moment the member texts again, or manually with Reopen thread.