Internal notes and mentions

Use internal messages when your team needs context inside the omnichannel inbox but the patient or contact should not receive it. In the left sidebar, click Communication, then click Omnichannel to work from the inbox, or click Patients, click the patient's name, then click Omnichannel in the patient chart.

Internal messages appear in the conversation for your team. They use the internal note style and are not sent to the patient or contact. Internal note threads linked to patients can show the patient name in the note list and note header. When older messages load as you scroll, the conversation can show a loading marker at the top.

How do I send an internal message?

Use an internal message when you need to add team-only context to a conversation.

1. In the left sidebar, click Communication, then click Omnichannel. Then select the conversation. To work from a patient chart instead, click Patients, click the patient's name, then click Omnichannel in the patient chart.
2. Switch Message / Internal to Internal (1).
3. Write the note for your team.
4. Send the message.

Use Internal (1) to switch the composer to an internal note. Use Compose your note (2) to write the team-only message before you send it. Use Add note (3) to add the note to the conversation.

The message is added to the conversation as an internal note. The patient or contact does not receive it. When older messages load as you scroll, the conversation can show a loading marker at the top.

How do I mention a teammate in a conversation?

Mention a teammate when a specific person needs to review or act on a message.

1. In the left sidebar, click Communication, then click Omnichannel. Then select the conversation. To work from a patient chart instead, click Patients, click the patient's name, then click Omnichannel in the patient chart.
2. Switch to Internal if the message should be team-only.
3. Type @.
4. Choose the teammate.
5. Finish the message and send it.

Use Message / Internal (1) to keep the message team-only. Use Type @ to mention (2) to insert the teammate you want to loop in.

The teammate's name appears in the message. The mention appears in that teammate's Mentions list.

If the conversation is restricted, Ona may ask you to confirm before adding someone who does not already have access. Mentioning them can make the restricted conversation visible to them. When older messages load as you scroll, the conversation can show a loading marker at the top.

How do I find and resolve mentions assigned to me?

In the omnichannel inbox, use Mentions in the filter row to see messages where a teammate mentioned you.

Use Open (1) to see unresolved mentions and All (2) to switch to the full list. Select a Mention (3) to open the message in its conversation, and use Resolve mention (4) when it is handled.

1. In the left sidebar, click Communication, then click Omnichannel.
2. In the filter row, open Mentions.
3. Use Open to see unresolved mentions, or All to see open and resolved mentions.
4. Select a mention to open the message in its conversation.
5. When it is handled, select Resolve mention.

Resolving a mention removes it from Open. It does not delete the original message.

When the open conversation has unresolved mentions for you, the conversation header can also show a resolve action for those mentions. When older messages load as you scroll, the conversation can show a loading marker at the top.

How do I create a new patient note?

Use a patient note when the context should live as its own internal note instead of inside a day-to-day message thread. When the note is linked to a patient, the note list and note header can show the patient name.

1. In the left sidebar, click Patients, click the patient's name, then click Omnichannel in the patient chart.
2. Open Notes.
3. Select New note.
4. Write the first note message.
5. Send the message.

Use Notes (1) to open the note area. Use New note (2) to start a new note, Write note message (3) to draft the first entry, and Send note (4) to create it.

The note is created only after you send the first message. Ona uses the first words of that message as the note title, so leaving before sending does not create an empty note. When the note is linked to a patient, the note list and note header can show the patient name. When older messages load as you scroll, the conversation can show a loading marker at the top.

How do I start a note from a message I am already writing?

Use Start a note when an internal message belongs in a separate patient note. When the note is linked to a patient, the note list and note header can show the patient name.

1. In the left sidebar, click Communication, then click Omnichannel, then select an existing conversation that is linked to a patient.
2. Switch Message / Internal to Internal.
3. Select Start a note (2).
4. Finish writing the note.
5. Send the message.

Use Message / Internal (1) to switch the composer to an internal note. Use Start a note (2) to turn the message into a separate patient note.

Ona creates a new note with your message as its first entry. The original conversation gets a Started a note message with a link to the new note. When the note is linked to a patient, the note list and note header can show the patient name. When older messages load as you scroll, the conversation can show a loading marker at the top.

How do I rename, resolve or reopen a note?

Use the conversation menu on a note when the title or status needs to change. When the note is linked to a patient, the note list and note header can show the patient name, and resolving or reopening refreshes the unread and count badges used by the inbox and note lists.

1. In the left sidebar, click Communication, then click Omnichannel. Then select the note. To work from a patient chart instead, click Patients, click the patient's name, then click Omnichannel in the patient chart.
2. Open the conversation menu.
3. Select Rename note, Resolve note or Reopen note.
4. If you are renaming the note, enter the new title.
5. Select Save.

Resolving a note changes it to resolved. Reopening the note changes it back to open, and refreshes the unread and count badges used by the inbox and note lists.

What can't I do here?

On the omnichannel inbox, internal notes and mentions have a few limits:

• Start a note is available only on an existing conversation linked to a patient. It is not available on a brand-new draft or a conversation without a patient link.
• A new note is not created until you send the first message.
• Resolving a mention does not remove the message from the conversation.
• Notes use Resolve note and Reopen note. Resolving or reopening a note refreshes the unread and count badges used by the inbox and note lists.

Common questions

Will the patient see an internal message?

No. Messages sent in Internal mode are visible to your team only and are not sent to the patient or contact.

What happens when I resolve a mention?

The mention leaves your Open mentions list. The original message stays in the conversation and can still appear under All.

Why don't I see Start a note?

Start a note appears only in an existing conversation that is linked to a patient. It does not appear in a new draft or in a conversation that is not patient-linked.

Can I change a note title later?

Yes. Use Rename note from the note's conversation menu, then select Save. If the note is linked to a patient, its note list entry and note header can show the patient name.

Does Ona create an empty note if I leave before sending?

No. A note is created only when you send the first message.