What the inbox is for
The inbox is the action queue, not the activity log. Anything Salva handled fully — answered FAQ, booked the appointment, took a routine message — stays out of the inbox. What lands in the inbox is what you need to look at.
What's in it
| Type | Example | Default action |
|---|---|---|
| Emergency | "My tooth got knocked out" | Already transferred + alert fired. Confirm follow-up. |
| Pending booking (if pending mode) | "Cleaning, Tuesday at 2pm" | Approve or adjust. |
| Callback requested | "Please have someone call me" | Call the patient back. |
Routine calls Salva handled end-to-end don't appear here. They're in the full Conversations view if you want to audit them.
How priority sorting works
The list is sorted with the most time-sensitive items at the top:
- Emergencies (red) — always at the top
- Pending bookings (blue) — time-sensitive because patients are waiting on confirmation
- Callbacks (yellow) — important but not urgent
- Everything else (gray) — informational
A new emergency landing at 3pm jumps to the top of the inbox even if you were halfway through processing earlier items.
Acting on an item
Each inbox item shows:
- Caller's name (if collected)
- Phone number
- A snippet of the conversation
- Urgency badge
- The action you need to take
Click into any item for the full transcript, then choose: callback, mark resolved, escalate, or leave it for later.
What it doesn't show
The inbox is not a CRM. It doesn't track patient history, prior appointments, or insurance details. For that, use OpenDental directly. The inbox is purely Salva's queue of conversations that need your attention.
For volume trends, deflection rates, and after-hours patterns, see Dashboard charts explained.
Published May 15, 2026