Unified Inbox
Brings every member task and conversation into one place.
Agents and AI resolve beneficiary work together with full context and clear ownership.
Everything happens in one timeline
Agents never lose context, ownership is clear, and member relationships do not fragment across tools.
Unified Inbox is the single timeline where AI assistants and human agents work side by side.
Calls, texts, AI assistant conversations, notes, and resolutions appear together alongside the member profile. Agents see the entire relationship in one view and can actively work on their accounts and beneficiaries without switching tools or reconstructing history.
This timeline is where agents oversee AI activity, step in when expertise is needed, and move member work forward across the entire journey, from first contact through long-term care.
Every agent sees exactly what is theirs.
Work is prioritized and assigned, so teams open the inbox and know what to do next.
The left panel filters the entire workload into focused views. My Inquiries, My Tasks, and priority queues keep each agent on what needs them now. Supervisors and CSRs can see all inquiries and all tasks across the team. Everyone works from the same record, with no separate reports to stitch together.
Tasks are created and completed where work happens
Critical post-sale work gets done on time without relying on memory, reminders, or manual coordination.
When policies are created or updated, Unified Inbox automatically generates tasks directly in the timeline.
Tasks are created from real customer and policy data and assigned using configurable rules. Work can be routed by carrier, agent or NPN group, task type, or evenly distributed based on workload. Admins can always override assignments, update status, or reassign work.
Agents complete tasks where the work already lives. Tasks stay attached to the member and policy record so progress is visible across the team.
Inquiries surface when questions need expertise
Members get accurate answers faster, and agents apply expertise only where it truly adds value.
When an inbound call or message to an AI assistant requires judgment or verification, it appears in the timeline as an Inquiry.
The full conversation and member context are already attached. Agents can review the drafted response, apply expertise, and resolve the issue directly from the inbox. Agents can also place a manual callback, which is recorded, transcribed, and added to the same timeline just like an AI-handled call.
The AI assistant can then follow up with the member using the approved answer.
Member and plan data are always in view.
Agents make better decisions in the moment because the information they need is already in view.
Unified Inbox keeps member and plan data accessible alongside every interaction.
Coverage details, policy status, pharmacy and provider information, and key updates are visible and editable from the inbox. Agents respond without leaving the page, and call or text a member with one click. No lookup, no switching tools.
Every call and message is captured.
Teams stay aligned, accountability is preserved, and follow-ups are based on what actually happened.
Both AI-handled calls and human-placed calls are analyzed, transcribed, and summarized automatically.
SMS conversations are captured in the same timeline and actioned alongside calls, tasks, and notes. RCS support will be rolled out in the near future, extending richer messaging into the same shared record.
Agents can review what was discussed, what decisions were made, and what follow-ups are required directly in the timeline.
Unified Inbox
Unified Inbox is not just where work is tracked. It is the operational hub where conversations, tasks, and decisions come together so agents and AI can move member care forward with clarity and confidence.