The unit of conversation is the contact.
A patient may send information by email, ask a short question on WhatsApp and share a decision by phone. The team needs one contact history rather than three isolated records. Preserve channel-specific subjects and files while using the contact as shared context.
Match using explicit information.
Check country codes for phone numbers and exact email addresses. Similar names on channel profiles do not establish that two records belong to the same person. Review unmatched conversations first; incorrect merges can move personal information to the wrong contact.
Keep sent replies visible too.
A history showing only incoming email is incomplete during a handover. Sent replies, subject threads and file links are also part of the conversation. Knowing the sending account and channel helps the team prepare the next reply.
Turn a busy inbox into manageable work.
Email filtering and bulk selection help separate irrelevant messages. Marking a conversation irrelevant is different from creating a lead. Review unmatched enquiries and create a lead or patient record only when appropriate.
Leave a short handover note.
Even with messages, calls and offers available, a brief operational note helps: the last discussion, expected document and next contact. Link it to the contact, assign the action to an owner and restrict access for users who do not need it.
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