Closing a conversation removes it from your active work list so your Inbox stays organized. Closed conversations are not deleted, and they automatically reopen if the patient texts again.
Open vs Closed
Status | Meaning | When to use it |
Open | A person still needs to act on this conversation | Patient asked to reschedule, question not answered, voicemail not returned |
Closed | The work is finished for now | Appointment booked, question answered, no further action needed |
Close or open a single conversation
To close: Click the unlock icon in the top-right corner of the thread. It changes to a lock icon when you hover.
To open: Click the lock icon in the top-right corner of the thread. It changes to an unlock icon when you hover.
A red “Closed” indicator appears under the patient’s name once the conversation is closed.
Close messages in bulk (quickest way)
You can close many conversations at once:
Click the Select button in the upper-left of the Inbox.
Choose:
Select current page - checks every message currently visible (based on your Page Size setting), or
Select all - checks every message in the Inbox.
An Actions button appears at the top. Click Actions → Close.
All selected conversations close at the same time.
If you selected the wrong messages, click Select again and choose Unselect.
Tip: For very large Inboxes, work in smaller groups (using Select current page) so the process stays fast. Closing does not delete history or change a patient’s communication preferences or opt-out status.
View open or closed conversations
Click Conversation in the filters on the left, then choose Open or Closed.
Default view is Conversation → Open and Messages → All Messages. Use the circular Reset Filters icon anytime to return to this view.
What happens when a patient replies
A closed conversation automatically returns to Open when the patient sends a new message, so the new reply is not missed. You do not need to reopen it manually.
You can filter by Open or Closed in the mobile app, but opening and closing conversations is only available in the web Inbox.