In-Basket Triage

Patient messages arrive pre-classified. Routine messages get a drafted reply for you to send or edit; clinical and urgent items are flagged for a person and never auto-answered.

1. Receive — an inbound message enters the in-basket.
2. Classify — routine, clinical, or urgent.
3. Draft — a reply is drafted for the routine tail.
4. Gate — resolve, edit, or escalate.
5. Resolve / Escalate — urgent items are surfaced to a clinician immediately.

Only routine replies are drafted, and even those are sent by a person. Clinical/urgent messages are never auto-answered.

Front-desk staff handle routine; clinicians take escalations.