The Benefits of Shared Inbox

As the name suggests, the messages in your organization's Shared Inbox can be viewed and managed by multiple members of your team.

When a message is being addressed, the sender may choose to send it to a specific user in an organization or to an organization's Shared Inbox.  If the message is addressed to a specific user, then only that user will be able to read and reply to that message.  Conversely, if the message is addressed to or received by an organization's Shared Inbox then multiple users in that organization will be notified of that message and will be able to read and respond to that message.

Furthermore, a individual users and clinic administrators can configure specific user's accounts to automatically re-route incoming messages from a private "My Inbox" to the "Shared Inbox" instead.

A common use-case for message re-routing is to prevent incoming messages from being delivered to a Clinician's account and route the messages to the Shared Inbox so the message(s) can be managed clinic staff instead. 

Example Configuration

The below diagram is an example of how a clinic could be configured to use the Shared Inbox most efficiently with 5 clinic members.

In this example, only the 3 Staff members (#1, #2, and #3) have access to their clinic's Shared Inbox.  Therefore when a Patient addresses a message to their clinic or one of their clinic members (IE: a Clinician) the Brightsquid system will automatically route that message to the Shared Inbox which will notify the 3 Staff members.  The clinicians will not be notified of any messages from Patients.

In the example below;

• Clinician #1 has configured their account such that external Professional Users (but not patients) can send messages to their personal My Inbox no one else in this clinic can access those messages.  This is represented by the lower white arrow.
• Clinician #2 does not receive messages from patients either, but the staff members can forward a message from the clinic's Shared Inbox to Clinician #2's My Inbox for consultation as required.  This is represented by the black arrow.

Here are some of the benefits of routing messages to your Shared Inbox:

1. It creates a collaborative environment in your organization
2. Messages are more likely to get a timely response when it is not just one person's responsibility
3. It eliminates the need to share logins and passwords (a shared password is a inherently less secure)
4. Users can send messages outbound, but route replies to their team