Group chats and team conversations

Group chats live in Omnichannel inbox. In the left sidebar, under Communication, click Omnichannel to 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?

In the left sidebar, under Communication, click Omnichannel to open Omnichannel inbox and find group chats alongside your other conversations.

Use Omnichannel (1) to open the inbox, and use Search conversations (2) to find the group conversation you want.

1. In the left sidebar, under Communication, click Omnichannel to open Omnichannel inbox.
2. Use Search conversations to find the group conversation you want.
3. Select the group conversation to open it.

The group opens in the conversation panel. The header shows the group name and, when present, counts of included members and patients. As you scroll up, earlier messages load in place and your reading position stays steady while the older page arrives.

On smaller screens, the inbox uses the page header and action buttons instead of tabs. Use Contacts to open the directory, New to start a conversation, and Search conversations and the filters to find the group you want.

How do I create a group chat?

In the left sidebar, under Communication, click Omnichannel to open the inbox. Use New to start a conversation, then choose New group when you want several people in the same thread. Groups are restricted conversations, so only people with access see them.

Use New (1) to open the conversation menu, and use New group (2) to start a new group conversation.

Use Group name (1) to name the conversation, Search people (2) to find members, and Create group (3) when the group is ready.

1. In the left sidebar, under Communication, click Omnichannel.
2. Select New.
3. Select New group.
4. Complete the group details and choose the people who should have access.
5. Select Create group.

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

How do I rename a group chat?

In the left sidebar, under Communication, click Omnichannel to rename a group from Omnichannel inbox when the current name is no longer clear. A group name cannot be blank.

Use Group name (1) to edit the conversation name, Cancel (2) to close the dialog without changing it, and Save (3) to apply the new name.

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?

In the left sidebar, under Communication, click Omnichannel to 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.

Use Search people (1) to find people, On this conversation (2) to review the current members, and Add members (3) to add someone to the group.

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?

In the left sidebar, under Communication, click Omnichannel to use Mentions and find conversations where someone paged you.

Use Omnichannel (1) to open the inbox, then use Mentions (2) to filter to conversations where someone mentioned you.

Use Mentions (1) to review your mention list, and use the Mentioned conversation (2) to open the thread that needs your attention.

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?

In the left sidebar, under Communication, click Omnichannel to use message actions in Omnichannel inbox when you need to respond to a specific in-app message or clean up one you sent. As you read through a longer transcript, older messages load when you scroll up and the conversation stays anchored where you are.

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?

In the left sidebar, click Patients, then click the patient's name to open Patients → Omnichannel when you are already working in a patient chart and need that patient’s messaging history.

Use Patients (1) to open the chart, then use Omnichannel (2) in the patient chart sidebar to work with that patient’s messages.

1. In the left sidebar, click Patients, then click the patient's name to open the patient chart.
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 doctors 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.