How to use the inbox
On this page
The inbox brings together messages from all your channels (Instagram, Facebook, WhatsApp) in one conversation per person.
Steps
- Open Social Media → Inbox.
- Filter the list with the search box.
- Select a conversation from the list.
- Use the AI assistant switch to decide whether Sarai answers or you do.
- Press Take over, pick the reason for the handover and confirm.
Pressing Take over asks for the reason for the handover; confirming it reveals the message box so you can write and send your reply. While Sarai is handling the conversation that box is hidden. On WhatsApp, if more than 24 hours have passed since the customer’s last message, you will have to open with a template. If the assistant is switched off globally in AI Assistant, the per-conversation switch is not shown.
If you reply from your phone
If your practice answers a patient from the WhatsApp Business app on a phone, that message shows up in the inbox too, marked as written by a person. You do not have to copy it here.
When it appears, Sarai switches off for that conversation and hands it to you. That is deliberate: Sarai cannot see what you typed on the phone, so if it kept answering it would write over you, and the patient would get two different replies to the same question.
To let Sarai handle that chat again, turn the assistant toggle back on.
⚠️ This only works if the number is connected in Coexistence mode. If yours is not, what you type on the phone never reaches the inbox, and Sarai keeps replying without knowing.
With AI
- Improve answer with AI: polish your message before sending it.
- AI Assistant: answers for you when you’re away; when you take control, the AI suggests the reason for the takeover.
Tip
From a chat you can create a contact or schedule an appointment without leaving the conversation.
If Sarai stops answering on its own
Sarai can hand a conversation to you by itself. When a patient pushes back after a rule told them no — or claims an emergency, or claims an authority that would let them skip the rule — Sarai does not decide: it switches its assistant off in that chat and leaves it to you. You will find the conversation with the AI toggle off without having touched it, and a notification saying “Conversation needs review”.
This is not a fault. An exception to a rule is a person’s decision. Take over, read the last messages, and answer yourself; Sarai will not write in that chat again until you switch it back on.
When the patient sends a voice note
Sarai listens to it and answers what the person said. Before, a voice note was discarded and whoever sent it got nothing back.
The message appears in the thread as text, with a Nota de voz label beside Cliente. That label matters:
⚠️ A machine wrote those words, not the patient. Transcription rarely fails loudly — it fails quietly, returning a clean sentence that says something else. If something does not fit the rest of the conversation, doubt the transcript before you doubt the patient. Hover the label to see how confident it was.
If the audio cannot be understood — silence, too much noise, an oversized file — Sarai replies asking them to write it instead. It does not go quiet.
Works on WhatsApp, Instagram and Messenger. The audio is not stored, only the text.
When a message is refused
If the titular withdrew their data processing authorization, the system will not let you message them and says so when you try. This is not a fault: it is Law 1581 being enforced. To write to them again, the titular has to authorize once more — by booking, or by signing the authorization under Documents.
⚠️ A withdrawal cannot be undone by chat. Even if the patient writes to Sarai saying they now authorize, Sarai cannot reactivate it. It has to go through a person at the practice, who can see who they are talking to.
Sarai can verify the identity of a patient writing from a different number — it sends a code to the channel already on their record — but that is not enough to reverse a withdrawal, and a titular who withdrew is sent no code at all. Reinstating data processing is a legal decision that today is only taken with a person at the practice.
Receiving their messages still works. What stops is what goes out.
Marketing
When starting a new conversation, the Este mensaje es publicidad switch marks the send as marketing. A marketing message only goes out if the titular authorized marketing on that channel.
With a WhatsApp template the question does not appear: Meta already classifies every template, and the system uses that classification. Declaring a promotional template as a service message does not get it through.