Group chats and team conversations

Group chats live in Omnichannel inbox. Use them when a conversation needs more than a one-to-one thread, or when a patient-related team discussion should stay with the rest of your messaging history.

How do I find group chats in the omnichannel inbox?

Use Omnichannel inbox → Threads to find group chats alongside your other conversations.

1. In the left sidebar, under Communication, click Omnichannel.
2. Select Threads.
3. Select the group conversation you want to open.

The group opens in the conversation panel. The header shows the group name and, when present, counts of included members and patients.

On smaller screens, the inbox appears under Messages with Chats, People and Mentions tabs. Select Chats to browse conversations.

How do I create a group chat?

Create a group chat from Omnichannel inbox when several people need access to the same conversation. Groups are restricted conversations, so only people with access see them.

1. In the left sidebar, under Communication, click Omnichannel.
2. Select Create a group at the bottom of the sidebar.
3. Complete the group details and choose the people who should have access.
4. Create the group from the dialog.

The new group opens as a conversation. Messages sent in the group stay in that group thread.

How do I rename a group chat?

Rename a group from Omnichannel inbox when the current name is no longer clear. A group name cannot be blank.

1. In the left sidebar, under Communication, click Omnichannel, then select the group conversation.
2. Open Conversation menu in the header.
3. Select Rename group.
4. Edit Group name.
5. Select Save.

The new name appears in the conversation header and in the thread list.

How do I change who has access to a group chat?

Use Manage access from Omnichannel inbox when a group needs a different set of participants.

1. In the left sidebar, under Communication, click Omnichannel, then select the group conversation.
2. Open Conversation menu in the header.
3. Select Manage access.
4. Update who should have access in the dialog.

People who are added can see the group. People who are removed lose access to the group conversation.

How do I use mentions in group chats and team conversations?

Use Omnichannel inbox → Mentions to find conversations where someone paged you.

1. In the left sidebar, under Communication, click Omnichannel.
2. Select Mentions.
3. Select the mention to open the conversation.
4. Read the message and reply if needed.
5. Select Resolve mention in the header.

Resolving the mention removes it from your unresolved mentions list. If a thread has more than one unresolved mention for you, the header shows the number of mentions to resolve.

For more detail, see Mentioning teammates.

How do I work with messages in a group chat?

Use message actions in Omnichannel inbox when you need to respond to a specific in-app message or clean up one you sent.

1. In the left sidebar, under Communication, click Omnichannel, then select the group conversation.
2. Hover over a message in the group conversation.
3. Select Reply to quote that message in your next response.
4. Open Message actions and select Copy to copy the message text.
5. Open Message actions and select Unsend when you need to remove an eligible message you sent.

Replies show the quoted message above your response. If the original message is later deleted, the quote shows that the original message was deleted.

How do I open patient conversations from a patient chart?

Use Patients → Omnichannel when you are already working in a patient chart and need that patient’s messaging history.

1. In the left sidebar, click Patients, then click the patient's name.
2. Select Omnichannel in the patient chart sidebar.
3. Use the patient chat card to work with that patient’s messages.

The patient chat uses the same messaging system as the omnichannel inbox. Use Omnichannel inbox to browse all group and team conversations.

What can't I do in group chats?

In Omnichannel inbox (in the left sidebar, under Communication, click Omnichannel), group chats and team conversations have these limits:

• You cannot save a group with a blank Group name.
• You cannot create a group by opening a one-person draft conversation. Use Create a group.
• Message actions do not apply to system lines or call cards.
• Unsend is only offered for eligible in-app messages you sent, not for messages that already left Ona through external channels.

Common questions

Who can use group chats?

Owners, admins, staff and clinicians can use group chats from the omnichannel inbox by clicking Omnichannel in the left sidebar, under Communication.

Are group chats the same as SMS or email?

No. A group chat is an in-app conversation. SMS and email are separate channels in the omnichannel inbox.

Can patients be part of a group chat?

Group headers can show a patient count when patients are included. Add only the people who should have access to that group.

How do I know whether a group has unread messages?

Unread group conversations show an unread count in the thread list. Opening the conversation marks it read.

Can I archive a group chat?

Yes. Conversation rows include archive and restore controls. Restoring a conversation moves it back to the inbox.