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Communications Hub

Overview​

The Communications Hub is a centralized location for managing all lab communication, both internal and external. It provides a unified view of messages, comments, and call logs across your entire operation.

You can access the Communications Hub from the main navigation menu.

Messages​

The Messages section displays all doctor-lab communication threads. Each row represents a message thread with the following information:

Messages Table Columns​

  • Case Number: The case associated with the message thread
  • Customer: The doctor and office associated with the thread
  • Status: Whether the thread is resolved or unresolved
  • Assigned To: The lab user assigned to handle the thread
  • Started By: Indicates whether the thread was started by the lab or the doctor
  • Last Message: Preview of the most recent message in the thread
  • Last Activity: Date and time of the last activity on the thread

Messages Table Filters​

Use the filters at the top of the page to narrow down the message threads:

  • Only unresolved: Show only threads that haven't been marked as resolved
  • Assigned to you: Show only threads assigned to you
  • Case Number: Filter by specific case number
  • Customer: Filter by doctor/office
  • Status: Filter by resolved or unresolved status
  • Assigned To: Filter by assignee
  • Started By: Filter by who started the thread (lab or doctor)
  • Last Activity: Filter by date range

Click on any message thread row to view the full conversation and respond.

Comments​

The Comments section displays all internal lab communication threads. Each row represents a comment thread with the following information:

Comments Table Columns​

  • Case Number: The case associated with the comment thread
  • Customer: The doctor and office associated with the case
  • Status: Whether the thread is resolved or unresolved
  • Assigned To: The lab user assigned to handle the thread
  • Last Message: Preview of the most recent comment in the thread
  • Last Activity: Date and time of the last activity on the thread

Comments Table Filters​

Use the filters at the top of the page to narrow down the comment threads:

  • Only unresolved: Show only threads that haven't been marked as resolved
  • Assigned to you: Show only threads assigned to you
  • Tagged in: Show only threads where you've been tagged
  • Case Number: Filter by specific case number
  • Customer: Filter by doctor/office
  • Status: Filter by resolved or unresolved status
  • Assigned To: Filter by assignee
  • Last Activity: Filter by date range

Click on any comment thread row to view the full conversation and respond. Remember that you can tag other lab users in comments using the @ mention functionality.

Calls​

The Calls section displays all logged calls in your system. Each row represents a call log with the following information:

Calls Table Columns​

  • User: The lab user who took or made the call
  • Direction: Whether the call was inbound or outbound
  • From Phone Number: The phone number the call originated from
  • To Phone Number: The phone number the call was made to
  • Notes: Call notes entered by the user
  • Category: User-defined category for the call (configured in Dropdown Values settings)
  • Created At: Date and time when the call log was created

Calls Table Filters​

Use the filters at the top of the page to narrow down call logs:

  • Only unresolved: Show only calls that haven't been marked as resolved
  • Assigned to you: Show only calls assigned to you
  • User: Filter by the user who logged the call
  • Direction: Filter by inbound or outbound calls
  • From Phone Number: Filter by originating phone number
  • To Phone Number: Filter by destination phone number
  • Category: Filter by call category
  • Created At: Filter by date range

Logging a New Call​

Click the Log a Call button in the top right corner to create a new call log. You can associate the call with multiple entities including:

  • Cases
  • Customers
  • Offices
  • Doctors
  • Invoices
  • Payments
  • Credits
  • Shipments
  • Pickup Requests
  • Return Labels

Viewing Call Details​

Click on any call log row to view the full details, including all associated entities. This allows you to see the complete context of the call and how it relates to your cases and customers.

Best Practices​

  • Assign threads: Make sure message and comment threads are assigned to the appropriate team member for accountability
  • Mark as resolved: Once a thread has been addressed, mark it as resolved to keep your communications organized
  • Use categories: Set up call categories in settings to make it easier to filter and track different types of calls
  • Tag team members: Use the @ mention feature in comments to bring specific items to a team member's attention
  • Associate calls: When logging calls, associate them with relevant entities to maintain a complete communication history