Every Channel. One Workspace. Zero Things Falling Through.
AI Inbox is your unified workspace for every inbound interaction outside of Carolina AI's voice conversations. Voicemails, IVR calls, faxes, PDFs, emails, SMS, secure chats, WhatsApp — captured, classified, and turned into appointments and EHR actions. With built-in AI Worklist, scheduling, referral tracking, and eligibility verification.
Bottom line: every patient touchpoint — call, voicemail, document, or message — lands in one dashboard, with classification, assignment, scheduling, AI Worklist tracking, and a complete audit trail.
AI Worklist
One Queue. Three Things You Can't Afford to Lose Track Of.
Quick test: how many open referrals do you have right now? How many appointment requests are still unscheduled? Which patients are overdue for a screening? If you can't answer in under a minute, you have revenue you've already earned that's quietly walking out the door.
Inbound Referrals
From fax, email, portal, voicemail, or message. Logged the second they arrive, assigned to an owner, and tracked until the patient is booked.
Appointment Requests
From your portal, Carolina AI, your website, an SMS, or a missed call. All captured in the same queue. Nothing missed, nothing forgotten.
Open Care Gaps
Preventive screenings, chronic-care follow-up, missed-visit recapture, overdue recalls — surfaced and worked, not left sitting in the chart.
Universal Intake
Every Channel Your Patients Use. Managed in One Queue.
AI Inbox connects to your existing PBX, fax line, email accounts, and messaging channels. Every voicemail is transcribed. Every unanswered call is logged with caller ID, time, and follow-up status. Every message is received, classified, and prioritized automatically.
Voicemails & IVR Calls
Transcribed, classified, and routed — including calls your office chooses not to send to Carolina AI.
Faxes
Every incoming fax read, classified, and structured — no more paper piles.
PDFs & Documents
Referrals, authorizations, records — 39 structured fields extracted per document.
Patient and payer messages captured, classified, and routed to the right owner.
SMS
Two-way patient messaging, tracked and actioned in one workspace.
HIPAA-compliant messaging — received, actioned, or escalated with full context.
Secure Chat
HIPAA-compliant secure messaging — received, classified, and actioned.
VIP Priority
Flagged documents and messages receive full extraction plus immediate team alert.
What AI Inbox Does
Three Jobs. One Workspace. Zero Manual Entry.
Document & Message Intelligence
AI-driven processing that ends re-keying.
- AI classification into 16 categories — Authorization, Medical Record, Billing, Referral, Denial, Benefits, VIP, and more — routing each item to the right workflow automatically.
- 39 structured fields extracted per clinical document — demographics, insurance, provider, auth numbers, ICD, CPT, session counts.
- Referral authorizations become booked appointments — patient reached almost immediately via SMS, WhatsApp, or automated voice.
- Exceptions route to human review — anything below 80% AI confidence is flagged with the original doc side-by-side.
- Optional Excel/CSV delivery via SFTP or secure email.
Patient Outreach & Scheduling
Turn every request into a scheduled visit.
- Automated confirmations & reminders via SMS and WhatsApp.
- Real-time or batch insurance eligibility verification — active/inactive coverage, plan details, copays, deductibles, remaining benefits.
- Recalls & adherence campaigns — medical, dental, medication adherence, discharged-patient follow-up.
- Transportation coordination — Uber Health and similar integrations.
- Optional patient self-service portal — a unique link for patients to submit appointment requests directly or via Carolina AI.
Analytics & Audit Trail
Measurable insight, complete traceability.
- Response and acknowledgment rates by channel, campaign, and location.
- Patient confirmation and attendance tracked by provider and location.
- Every interaction logged — call, message, document — fully exportable.
- Bi-directional write-back to your EHR/CRM where API endpoints are available. No double entry.
The AI Inbox Dashboard
One Screen. Every Item. Real Time.
Every voicemail, unanswered call, document, and message — visible with classification, priority, and assigned owner. The complete real-time view your phone system, EHR, and referral software never gave you.
You decide which calls Carolina AI handles and which flow through the AI Inbox Automated IVR to your staff. Route by line, time of day, call type, department, or overflow rule — and change it whenever you want, with no infrastructure changes.
- Assign items to specific users, teams, locations, or service lines.
- Reach out to patients and convert calls into appointments from the same screen.
- Play voicemails inline alongside the transcript and structured summary.
- Notes & comments per interaction — every follow-up step tracked.
- Filter by reason, priority, owner, or age — urgent items always surface first.
- Complete audit trail — every call, message, and document logged and traceable.
Business Impact
What Changes When Nothing Falls Through.
| Metric | Number | What It Means |
|---|---|---|
| Channels covered | All inbound | Calls, voicemails, faxes, PDFs, emails, SMS, secure chat, WhatsApp — one dashboard. |
| Referral-to-appointment time | Hours | Not days. Revenue is captured faster. Fewer expired authorizations. |
| Authorized sessions lost to expiry | Zero | Revenue you earned stays on your calendar. |
| Documents automated (30-day target) | 85%+ | Staff stops doing double data entry. They start delivering care. |
| Automation target (ongoing) | 95%+ | The system improves the longer it runs on your intake volume. |
| Interaction audit trail | 100% | Every call, message, and document logged, classified, and traceable. |