Artera’s Smart Inbox, known as the “Inbox” in Artera, serves as the primary workspace for Artera users. It offers a centralized view of all Patient Channels, across every Practice a user has access to. This Enterprise-centric design streamlines the process of accessing patient communications, providing a comprehensive overview of all interactions between Artera and the patient.  

Inbox Views

The Inbox offers two views, the All Messages and the Scheduled views, to help you manage patient communications effectively. 

Additionally, you can create custom, saved views by applying specific filters. These personalized views will appear under the “My Views” section within your Inbox, providing quick access to the patient information most relevant to your needs. 

All Messages

The All Messages view displays all of the Patient Channels that a user has access to across Artera. Patient Channels are sorted by the time of the most recent activity in a Patient's Channel. Users can sort these Patient Channels by “newest” or “oldest" and by Patient Channel status,“open” or “closed.” 

To access the All Messages view:

1. Select Inbox in the Navigation Bar.
   

2. By default, you will land on the All Messages view within the Inbox.
   

NOTE: The All Messages view displays Patient Channels, not patients. A patient will only appear in this view if they have a conversation history within Artera. Patients with no previous conversation history can be located using the Patient Search tool in the Patients Area. From there, a new conversation can be started by opening a new Patient Channel.

Sorting and Filtering in the All Messages View

Sorting

In the All Messages view, “open” Patient Channels are displayed by default. To display “closed” Patient Channels, select the Open drop-down menu and choose "Closed": 

By default, both the “open” and “closed” views sort Patient Channels from newest to oldest activity, meaning the Patient Channels with the most recent activity display at the top of the list. If you want to view the oldest Patient Channels first, select the three-dot Actions menu below the search bar and choose "Oldest first." 

Filtering

Narrow the list of Patient Channels in this view using the search box and the filters panel. You can combine keyword searches with filters for a more precise search.

The search bar lets you find patients by their name, Patient ID, or phone number. To access additional filtering options, open the filters panel by selecting the button to the right of the search bar. Here, you can filter by Practice, line, Location, Provider, Device, or General. 

Users can also filter their view to only see Patient Channels that have unresolved Internal Mentions and/or that they have starred or that are marked as “Needs Action.” 

Once filters are selected, choose Apply Filters. A green “Filters applied” success message will appear and you will automatically return to the “All Messages” view, which will now display the list of Patient Channels that match your chosen criteria. 

It is very important to clear your filters when ready. To do this:

1. Select the filters panel.
   
2. Choose Clear All.
   
3. Select Apply Filters.
   

Sending Communication from the All Messages View

Send one-off messages to individual patients from the All Messages view. To do so, follow the steps below:

• Navigate to the All Messages view.

• Locate the Patient Channel you want to message by conducting a patient search and using the available filters.

• Select the Patient Channel that you want to communicate with. 
  NOTE: Only one Patient Channel can be selected at a time with this form of outreach. For bulk outreach options, see the "Bulk Actions in All Messages View" section below.
  

• By default, text outreach is selected. Type your message in the communication box and leverage the appropriate Smart Phrase(s) to help personalize the outreach. 
  
  NOTE: You can also send call or email messages from the Patient Channel. To do so, select the Text drop-down menu and choose Call or Email.

• If your message does not contain any PHI, select the lock icon to "unsecure" the message. This means the text will be sent to the patient unsecured and will be delivered as a plain text. However, if your message does contain PHI, it is very important that it is sent securely to the patient. By default, all messages are sent as secured links. Click here to learn more. 
  

• When ready, click Send Secure or Send Unsecure, depending on whether the message contains PHI. 
  
  NOTE: The message (text or call) will be sent to the patient from the line displayed in the top-left corner of the Patient's Channel, right under their name. To use a different line, click the drop-down menu and choose a different Practice & line combination. The options listed are Practice & line combinations that have been used to contact the patient before. To send the message to the patient from a new line not displayed in this menu, select Open New Channel.
  
  

Actions in All Messages View

Use Bulk Actions to take action on up to 50 Patient Channels at once. Bulk Actions are available beneath the search bar in the “All Messages” view. Select the three-dot Actions menu to view the two available bulk actions: "Close Channels" and "Bulk Message".

Close/Open Channels

The "Close Channels" or “Open Channels” Bulk Action allows users to efficiently close or open up to 50 Patient Channels at once. This feature is particularly useful when there are many open Patient Channels that no longer require further action, or there are closed Patient Channels that need to be re-opened for patient outreach.

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To change a Patient Channels status in bulk, follow the steps below:

1. Navigate to the All Messages view.

2. Select the Actions menu (three-dot menu below the search bar). 
   
   

3. Select Close Channels.
   
   

4. Choose the Patient Channels for which you want the bulk action to close. 
   NOTE: Up to 50 Patient Channels can be selected at once.
   

5. Select Close Channels or Open Channels. A green success message with the number of Patient Channels impacted will display.
   

To close or open a single Patient Channel, navigate to that specific Patient Channel, select the Actions menu located within the Patient Channel and choose Close Channel. This only affects the individual Patient Channel you are viewing.

Bulk Message

The "Bulk Message” Bulk Action allows you to send the same message to up to 50 patients with a single action. This is handy for sharing updates like overdue payment reminders, insurance information, and more. 

NOTE: You can send a bulk message to as many patients as you need, in batches of 50. After sending a message to one batch, you can immediately start another. There is no limit on the number of batches you can send.

To send a Bulk Message, follow the steps below:

1. Navigate to the All Messages view. 

2. Select the Actions menu (three-dot menu below the search bar). 
   

3. Select Bulk Message.
   

4. Choose the Patient Channels you want to bulk message.
   NOTE: Up to 50 Patient Channels can be selected at once.
   

5. Write your message in the “Draft Message” box. If available, you can choose the most appropriate Quick Response instead. 
   

6. To add a translation, select the EN button in the lower right corner of the message composer. Then, choose your language. Always verify the translation with a proficient speaker. 
   

7. Choose Send to X patients. X will display the count of Patient Channels selected to send the bulk message. 
   

NOTE: The line that is used to send the bulk message to the patient is the line that is associated with each selected Patient Channel. Therefore, the lines used to send a bulk message will vary. 

If you would like to send a bulk message to patients who are scheduled for appointments on a certain day, use the "Patients with Appointments" Audience Source option in Campaigns. Click here to learn more. NOTE: Campaigns can only be configured by the user level(s) set for the “Campaigns” permission. For more information on Permissions, click here. 

Scheduled

The Scheduled view provides a chronological list of appointments for a selected date. To access the Scheduled view: 

1. Select Inbox in the Navigation Bar. 
   

2. Choose Scheduled. By default, you are then routed to a view of today's appointments.
   

Select appointments for a different day using the calendar icon located in the Appointment Date field.

NOTE: The Scheduled view displays appointments, not patients or Patient Channels. This means that every patient scheduled with an appointment on the selected date, within the Practices the user has access to, will appear regardless of whether they have an existing conversation history. Additionally, if a patient has multiple appointments on the same day, they will be listed multiple times within this view. 

Color-Coded Statuses

Each appointment includes a colored chip that reflects the status of the patient’s appointment based on the patient's Appointment Status in Artera:

• A green “confirmed” chip indicates a confirmed appointment.
  

• A yellow “unconfirmed” chip indicates an unconfirmed appointment.
  

• A red “canceled” chip indicates a cancelled appointment.
  
  

NOTE: Depending on your organization’s write-back integration, cancelled appointments may or may not remain visible within the Scheduled view. 

Filtering in the Scheduled View

Use the search functionality to search for appointments by patient name, Medical Record Number (MRN), or phone number. When searching for an appointment, remember that you are only able to search for patients who have an appointment scheduled for the date that you are navigated to.

Filters

To access additional filtering, open the filters panel by selecting the filters panel button to the right of the search bar. Here, you can filter by Practice, Event, Provider, Location, Appointment Status, unresolved Internal Mentions and/or appointments that have been starred.

Once you’ve selected your filters, choose Apply Filters. A green “Filters applied” success message will appear and you’ll automatically return to the Scheduled view, which will now display the list of appointments that match your chosen criteria.

It is important to clear your filters when ready. To do this:

1. Select the filters panel.
   
2. Choose Clear All.
   
3. Select Apply Filters.
   

Saved Views

Saved views offer a powerful way to quickly access your filtered lists of Patient Channels or appointments. Instead of reapplying the same filters repeatedly in the “All Messages” or “Scheduled” views, you can create and save a customized view, then reload it with a single click whenever needed. Your saved views are unique to you, so you can tailor them to your specific workflows without worrying about them appearing in your colleagues’ views.

To create a saved view, follow the steps below:

1. Navigate to the All Messages or Scheduled views.

2. Apply your desired filters using the filters panel.

3. Select Create View.
   

4. Name your saved view and select Create View.
   

5. Your newly created view will appear under the “My Views” section in the left-hand Navigation Bar. 
   

To load a saved view, select it in the My Views list. Open Patient Channels that match your saved view criteria will display first, by default. 
NOTE: The "My Views" section will not appear until a saved view is created.

We recommend that users create their own Mentions and Starred saved views. This way, from the navigation bar, users can easily access the Patient Channels that they have been mentioned in or that they have starred. To do this, open the filters panel in the “All Messages” or “Scheduled” views and filter by unresolved Internal Mentions (available only in the “All Messages” view) or starred patients. Then, create a saved view.

To delete a saved view, follow the steps below:

1. Select the saved view you want to delete.

2. Select the filters panel located at the top of the saved view.
   

3. Select the trash can icon.
   

4. A dialog box will appear asking you to verify that you want to delete the view. It also indicates that deleting a saved view will not delete any messages within that view.
   

5. Select Delete. A green success message will appear indicating that the view has been deleted.
   
   

NOTE: Saved views store your filter criteria, not a static list of Patient Channels. This means that each time you load a saved view, you will likely see an updated list of Patient Channels that currently match your saved filter settings.

Preparing for the Smart Inbox

To ensure a smooth transition to the Smart Inbox, we recommend taking the following steps:

• Notify your staff about the upcoming launch.
• Invite Staff Users to your Demo Environment so they can explore the new functionality.
• Register and attend the Smart Inbox Overview webinar on October 14th to see a live demo and get your questions answered.
• Share this article so they can prepare for this transition.
• Take note of your Starred Patient Channels as they will need to be re-starred in the Smart Inbox.
• Connect with your Customer Success Representative for additional support.