Handing a chat to a colleague or doctor — there is no "forward" button
A question almost every clinic asks: a patient's chat needs a doctor's eyes — how do I forward it? There is no forward button, and that is deliberate. Copying a chat into a colleague's personal WhatsApp breaks the trail — the doctor's answer ends up on someone's phone instead of in the patient's record.
What you use instead is assignment. The conversation itself changes hands: the full history, photos and notes come along, and anyone can see whose desk it is on right now.
How to assign
- Open the conversation in the shared inbox.
- In the right-hand panel, under Assignee, pick your colleague.
- They are notified immediately and the chat appears in their Mine filter — including in the mobile app.
Need to discuss something first without the patient seeing it? Write a private note (the yellow Private Note tab) instead of replying. Notes are never sent to the patient's WhatsApp — safe for a tentative diagnosis or a special price.
A doctor must be staff before they can be assigned
You can only assign to people who are in your shared inbox. Invite the doctor as staff first — here is how. Adding staff does not increase your subscription, so inviting five doctors still costs Rp 200,000.
Worth knowing before you invite a doctor
Staff with the Agent role see the whole inbox for any number they can access — not only the chats assigned to them. For a resident doctor that is usually fine. For a visiting doctor who comes once a week, think it through first.
If your clinic has more than one number, you can restrict access per number through Teams: the doctor only gets one inbox. Per-conversation restriction is not available.
If the doctor says their screen is empty
Almost always one of two things, neither of them a fault: they have not been added as a member of the inbox (see adding staff), or their mobile app is showing the Mine filter, so only chats assigned to them appear — the mobile app guide explains how to change it.
If the doctor refuses to log in
That happens often, and it is fine. For now the workaround is manual: your receptionist summarises the question to the doctor's WhatsApp, then writes the answer back as a private note on the patient's conversation. What matters is that the answer lands back in the patient's record instead of stopping on the receptionist's phone.
We are working on a cleaner path for exactly this case. If your clinic needs it often, tell us — what gets built next is decided by how often it is asked for.