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.
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 never work blind and never have to leave the conversation to find context.
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.
Frequently asked questions
Unified Inbox is where agents and AI manage the full member relationship. Conversations, outreach, tasks, notes, and updates all live in one timeline so work moves to resolution with full context.
No. Unified Inbox spans the entire customer journey, from first interaction through long-term member care. It connects work across enrollment, service, retention, and operations in one place.
AI assistants handle routine outreach, summarize conversations, and surface next steps. Agents oversee activity, step in when judgment is needed, and resolve more complex member needs using the same shared timeline.
Yes. Agents can place outbound calls, send texts, add notes, and update member information directly from the timeline. All activity is recorded in the same place.
All context stays attached to the timeline. When work is reassigned or someone is out of office, another agent can step in immediately without restarting the conversation.
Yes. Service, retention, and operations teams work from the same inbox. Admins have real-time visibility into activity, open work, and risk without relying on stitched-together reports.
When a member reaches out with a question or issue, Unified Inbox captures it directly in the member’s timeline as an inquiry. AI assistants handle routine questions immediately when possible. When an inquiry requires verification, judgment, or follow-up, it is surfaced to the team with full conversation and policy context already attached. Nothing becomes a detached ticket. The inquiry stays part of the member’s ongoing relationship.
Inquiries are escalated when they meet defined conditions such as policy complexity, compliance requirements, sentiment, or uncertainty in the response. Instead of forwarding a message or creating a separate task, Unified Inbox keeps the inquiry in place and assigns ownership so an agent can step in with full visibility into what has already happened. This prevents repeated explanations and shortens time to resolution.
Yes. Once an agent verifies or updates the response, AI assistants can be dispatched to follow up with the member by call or text. Those outbound interactions are recorded in the same timeline so the inquiry is fully closed with a clear outcome and audit trail.
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