Every Episode in the Inbox can be assigned to an individual admin or to an admin team. Assigning episodes ensures the right people are responsible for actioning them and means they surface in the correct person's My Inbox view.
Open an episode from the Inbox list. In the episode detail view, locate the Assignee field — this will show either the current assignee's name or Unassigned if no one has been allocated yet.
Click the assignee field to open the assignment dropdown. The dropdown is divided into two sections: Teams at the top and Admins below. You can type in the search box to filter by name. To quickly assign the task to yourself, select the Assign to me option at the top of the list.
Select the person or team you want to assign the episode to. The change saves immediately and the assignee will be notified by email.
Assigning to a team means the episode will appear in the My Inbox view of every member of that team, so any available team member can pick it up. This works well for shared workloads like care navigation queues or reception triage.
Assigning to an individual admin routes the episode specifically to that person. Use this when a particular team member needs to follow up or when clinical responsibility matters.
To reassign an episode, open the assignment dropdown again and select a different person or team. To remove the assignment entirely, select the current assignee again to deselect them (or choose No assignee). The episode will then appear under Unassigned when browsing the Inbox.
The Inbox has three views at the top of the episode list: My Inbox, All tickets, and Unassigned.
My Inbox shows all episode assigned to you or to any team you belong to — this is the default view when you open the Inbox. All tickets shows every episode across the practice regardless of assignment. Unassigned shows episode with no assignee, which can be useful for spotting requests that have been missed.
