Inbox

What it is for

The inbox shows all your clients on one page. You answer messages one after the other and do not have to open each room. The room itself stays as it is.

You get there via your profile picture at the top right and then “Inbox”, or in “Counselling” via the “Inbox” button.

The three columns

• On the left are all your rooms. Those waiting for your reply come first, with whoever has waited longest at the very top. Below them are all the others, and last the closed ones.
• In the middle are the conversation and the field for your reply. It is the same conversation as in the room.
• On the right are the key points from the case file: your note, the reason for contact from the booking, the last three case notes entries and the appointments.

“Case file” hides the right column, for example when someone can see your screen. On narrow screens, “Case file” opens it as a sheet from the right.

Answering one after the other

1. Open the inbox and click “Start with the first one”.
2. Read the conversation and, on the right, what you noted last.
3. Write your reply and click “Send”.
4. Click “Next message”. The number on the button shows how many people are still waiting.

If you switch to another person before sending, your text stays as a draft while the window is open. It is not saved. If you reload the page, it is gone.

What counts as read

A message counts as read as soon as you open the conversation, just as in the room. The person then sees “read” under their message. Opening the inbox alone does not change this.

Who sees what

The inbox only shows rooms in which you are the responsible counsellor or the co-counsellor. Leads and the operator do not see it. In-person cases are not included, because they have no messages.