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How to Manage Your Growth99 Inbox: Inbox 101

Keeps every conversation at your fingertips, and in one spot. Manage SMS messages, emails, website form submissions, and (coming soon) social media messages from Instagram and Facebook. 

What You Can Do with Growth99 Inbox

The Inbox transforms how your practice manages patient communications by letting you:

  • Send and receive messages via SMS and email without switching platforms
  • Respond to contact inquiries from any channel in one unified view
  • Assign conversations to specific team members for accountability
  • Track complete message history across all channels for each patient
  • Use quick replies and templates to respond faster with consistent messaging
  • Get instant notifications when new messages arrive

Navigating the Inbox Interface

When you log into Growth99, the Inbox loads as your default landing page—putting patient communications front and center. The interface is divided into three main sections that work together seamlessly:

1. Sidebar Navigation

The left sidebar helps you quickly filter conversations based on their status:

  • My Inbox - Messages requiring your personal attention. This includes conversations assigned to you and any unassigned conversations. 
  • All Open - Every conversation across your practice
  • Closed - Completed conversations for reference

2. Conversation Panel

The center panel displays your active conversation:

  • Complete communication history with the patient
  • Message composer at the bottom for quick responses
  • Assignment options at the top
  • Mark complete button to clear finished conversations


3. Details Panel

The right panel shows comprehensive patient information:

  • Contact details and demographics
  • Ability to edit information on the fly
  • Tag management for organization
  • Lifecycle stage and status tracking

Starting a New Conversation

Reaching out to patients is simple:

  1. Click the New Message button

  1. Search for an existing contact or create a new one

  1. Choose your communication channel: SMS or Email
  2. Compose your message and click Send


Important Note: To receive SMS replies, you must first register for a dedicated two-way SMS number. [Learn how to set this up →]




Responding to Messages

When a patient reaches out, responding is straightforward:

  1. Click on any conversation in your list
  2. Type your response in the message composer
  3. Enhance your message by:
    • Attaching relevant files
    • Using saved message templates
    • Adding emojis or links for a personal touch
  4. Click Send

Messages automatically route through the same channel they arrived on—SMS replies go back as texts, email replies as emails—keeping the conversation natural for your patients.

Managing Contacts from the Inbox

Think of your Inbox as a dynamic task list. Every new inquiry appears as an action item, and once you've responded, you can mark it complete to clear your workspace. If the patient replies later, the conversation automatically reappears in your active list.

Contact Information You Can Manage:

Every conversation links to a comprehensive contact profile where you can:

  • Update name, phone, and email details
  • Add organizational tags
  • Track lifecycle stage and contact status
  • Manage SMS and email marketing preferences
  • Create and assign follow-up tasks
  • Add internal notes and comments

Assigning Conversations for Team Accountability

Delegation keeps your practice running smoothly. By default, new messages arrive "unassigned" and appear in everyone's inbox. To assign ownership:

  1. Open the message thread
  2. Click Assign at the top
  3. Select the responsible team member from the dropdown

This creates clear accountability for responses and helps distribute workload evenly. Need a practice-wide view? Click the "All Open" tab to see every active conversation across your business.

Organizing with Tags and Statuses

Keep conversations organized using:

Tags

Create custom labels like:

  • "VIP Patient"
  • "Needs Follow-up"
  • "Insurance Question"
  • "Post-Op Check"

Conversation Status

  • Open – Active conversations requiring attention
  • Closed – Completed interactions archived for reference

Use the sidebar filters to quickly find messages by tag or status, making it easy to prioritize your workflow.

Staying Alert with Notifications

Never miss an important message:

  • New messages trigger SMS and email alerts (when configured in settings)
  • A red badge appears on the Inbox tab showing unread count
  • Unread messages are highlighted with a clear visual indicator

Accelerating Responses with Templates

Save time while maintaining quality communication:

  1. Click the Templates icon in the message composer
  2. Select from your saved responses
  3. Customize as needed before sending

Templates ensure consistent messaging while dramatically reducing response time—perfect for common questions about appointments, insurance, or office policies.

Best Practices for Inbox Success

  • Check regularly: Make inbox reviews part of your daily routine
  • Respond promptly: Quick responses improve patient satisfaction
  • Use templates wisely: Create templates for frequent questions but personalize when needed
  • Assign strategically: Match conversations to team members with the right expertise
  • Keep it clean: Mark conversations complete to maintain an organized workspace

With the Growth99 Inbox, you're not just managing messages—you're building stronger patient relationships through organized, efficient communication.