New incoming messages that have not yet been picked up are visible to all your colleagues who have access to the messaging feature in the tool. To read an incoming message, click on it. You'll then see an overview where you can, among other things, view the message the participant has written, any attached images or files, and the participant's responses to any form questions. You can also see if the participant has other cases with the clinics you have access to.
If you want more information about the participant's other cases, click Show all cases. There, you can see the status of the matter and the contact type it has been associated with.
After you've reviewed the participant's information, you can choose to take on the matter. Click Pick up and write a reply to the participant. If you want to start a new line in the message, click Enter. Click the arrow in the lower right corner to send the message.
When you've replied to a message, the participant will receive a notification. You'll also receive a notification when a participant has responded to your message (if the administrator has chosen this as a default notification setting).
When a participant has read your message, a read receipt appears in the lower right.