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.