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Inbox

The Inbox is where SOPHIE tells you about things that involve you: someone mentioned you, assigned you something, asked for your approval, or replied to your support request. It also keeps you up to date on Standards and Fix List items you follow. Open it from Inbox near the top of the sidebar.

The number beside Inbox in the sidebar counts unread items that someone has directed at you. Routine activity on things you follow is in the Inbox too, but never adds to the badge.

What lands in your Inbox​

Each row is one thing: a Standard, a to-do, a Fix List item, or a support request. Everything that happens on it is grouped together, and the row moves to the top when something new happens.

Directed at you (these count toward the badge):

  • Mentions: someone @mentioned you in a comment on a Standard, a to-do or a Fix List item.
  • Tasks: someone assigned you a to-do. A to-do you assign to yourself shows here too.
  • Approval requests: a Standard was submitted and you're an approver.
  • Fix List items assigned to you, resolved to you through your role, or sent back to you.
  • A Create with SOPHIE draft someone shared with you (labeled SOP draft shared). Opening it drops you into that conversation.

Your support requests: updates when LeadWell's team replies to or changes the status of a request you sent.

Awareness (no badge):

  • Following: activity on Standards and Fix List items you follow, such as edits, submissions, approvals, publishing and comments.
  • The practice's support requests, so you can see something has already been raised before raising it again.
note

Acknowledgements, publish tasks and review tasks are work for today, so they appear on My Day rather than in the Inbox.

Needs attention vs. following​

A row counts as needing your attention when someone else has directed something at you: a mention, an assignment or an approval request. Your own actions aren't news. If you submit your own Standard and it's approved automatically, that shows under Following, not as something to do. Work assigned to you is the exception: it's yours to do whoever created it, including you.

Find your way around​

Folders (on the left):

  • Inbox: everything active.
  • Starred: items you've saved.
  • Snoozed: items hidden until a time you chose.
  • Done: items you've marked done.
  • Archive: items you've cleared away.

Tabs (across the top of the Inbox folder): All, Mentions, Tasks, Following and Support. The tabs are different views of the same list, so a to-do someone then mentions you on appears under both Tasks and Mentions. All shows everything.

You can also Search inbox, and use the filter button to narrow by Priority, Status (Unread or From SOPHIE) or People.

When there's nothing to show you'll see All clear.

Read and act on an item​

Click a row to open it in the reading pane. Opening it marks it read. What you see depends on what it is:

  • A to-do opens the full task view, where you can change its status, Mark complete or Reassign. See To-dos.
  • A mention opens the comment thread, scrolled to the comment you were mentioned in, so you can reply right there.
  • A Fix List item opens its full comment thread and activity.
  • A Standard you follow shows its activity in order: created, updated, submitted, approved, published, and comments. A Following button lets you unfollow it right from the message.
  • An approval request shows the request with a button to open the Standard and act on it.
  • A support request shows the conversation. On your own requests you can reply inline.

Click the item's title, or its Open button, to go to the page it's about.

Mark done, snooze, star and archive​

These appear when you hover over a row, and at the top of the reading pane:

  • Mark done moves it to Done. For a to-do, completing the task does the same, and reopening the task brings it back.
  • Snooze hides it until Later today, This evening, Tomorrow, This weekend or Next week. It comes back to the Inbox at that time.
  • Save stars it into Starred.
  • Archive moves it to Archive. Open Archive and choose Restore to bring it back.
  • Mark as read / Mark unread toggles the unread dot.

To act on several at once, tick the checkboxes (or Select all) and use the buttons that appear. Mark all as read clears every unread dot in one go.

Archiving, snoozing or finishing an item only changes your Inbox. The Standard, to-do or comment it points to is untouched.

Mentions​

A mention is a request for your input, so it stays open until you answer. Reply in the comment thread (from the Inbox or on the page itself) and SOPHIE marks the mention as resolved.

If your practice has set response times for mentions, a mention left unanswered past its window brings a reminder, titled something like "Overdue: respond to comment on Front Desk Opening". You may also get it by email. The comment's priority sets how long the window is: an urgent comment expects a faster reply than a low-priority one.

Following​

You follow a Standard automatically if you wrote it, hold one of its owner roles, or hold a role it's assigned to. Fix List items you watch send their activity here too, when you've chosen to see it in the Inbox.

  • To stop following a Standard, open one of its rows and click Following to switch it to Follow. Click again to follow it again. You can also do this from the Standard's own page.
  • Activity from things you follow only appears if you have in-app notifications on for comment activity in Notifications settings.

Support requests​

The Support tab lists your own requests and the rest of the practice's.

  • On your own request, you can read the full conversation and reply. When LeadWell's team replies or changes its status, it shows as unread.
  • On a colleague's request, you can read the conversation but not reply, and you can't archive, snooze or mark it done. It isn't yours to move. You can still mark it read.

See Support for sending a request.

Good to know​

  • Links in emails open the right item. A "View in inbox" link in a notification email opens your Inbox with that item selected.
  • Desktop notifications for new Inbox items can be turned on per browser under Desktop notifications in your notification settings. They only pop up when SOPHIE isn't the window you're looking at.
  • Email and Slack delivery for each kind of notification is set in your notification settings. The Inbox gets everything regardless.
  • A mention on a deleted Standard disappears from your Inbox along with the Standard.