Smart Inbox and SystmOne integration
Step by step guide for using the Smart Inbox via the SystmOne integrated toolbar
Faye avatar
Written by Faye
Updated over a week ago

This article covers:

For more information on the Smart Inbox and how your practice can start using it please head here.

What is the SystmOne integrated Smart Inbox?

The Smart Inbox integration with SystmOne allows you to save the eConsults directly into the matched patient's record in a couple of quick steps from within the Smart Inbox! Saved into the patients record in SystmOne is the eConsult PDF and Ideas, Concerns and Expectations (ICE) data. To use the Smart Inbox with SystmOne integration you must have the eConsult toolbar.

Accessing the Smart Inbox from the toolbar

Once you have downloaded and configured the toolbar you can access the Smart Inbox by simply pressing the envelope in the middle of the toolbar, this will open the Smart Inbox in full screen. If you load the toolbar and do not have the Smart Inbox icon or are struggling with the SystmOne integration please contact the Operations Team (

Saving the eConsult to the record

Once you've opened the Smart Inbox from the toolbar there are two easy steps to save the eConsult into the patient's record:

  1. Match the patient

  2. Save to record

The first step is matching the patient. On the eConsult at the top you will either see Matching error in orange or Not matched in grey. If it says Matching error this means the demographic details can't be matched to anyone on your clinical system (this is likely to be due to an error in submission by the patient). In this case you will see a pop up appear to enter the patients NHS number and then you can match them and save to the record.

For the Not matched patients, simply press Not matched this will bring up a pop up which displays the patients that we believe has submitted the eConsult by matching the following details:

  • NHS Number (if provided)

  • Patient name

  • Date of Birth

  • Postcode

Please note currently the patient name and date of birth must match the data in SystmOne to be displayed.

Press Select Match to formally match it and you can then save to the record.

Once the patient is manually matched by either method you will then be able to save the eConsult directly into the patient's record on SystmOne by pressing Save to record (this button will be inactive until you’ve matched the patient).

Saving to the record can take around 10 seconds, you do not need to remain in the Smart Inbox while it is saving. You will then see the patient’s submission in SystmOne including the ICE data, in the record attachments section.

Please see this video to see the whole process in action. For any questions please contact the support team either by using the live chat in the bottom right corner or emailing

Saving messages to the record

Just like the eConsult PDF and Ideas, Concerns and Expectations data, the email or SMS communications are also saved separately into SystmOne when saved to the record for more information see here.


Error message when saving to record

If you receive an error message saying ‘Failed to save eConsult to record’, this can occur for a number of reasons.

One reason is because of a number of SystmOne messaging settings that need updating. The message setting needing adding is email and text to the contact methods.

If the error messages continues to be displayed please contact the Operations Team by using the live chat in the bottom right corner.

My eConsult is not bringing up matches

The most likely reason is that the eConsult submitted doesn't match the patient data in SystmOne (specifically the patient name and date of birth). If this is the case please use the following guide to upload the eConsult into SystmOne manually. It might also be that the patient submitting is not a patient at the practice, for more information on managing eConsults that have been submitted from patients not registered at your surgery please see here.

‘Patient not matched’ in orange is not visible

Please ensure SystmOne is open and logged in on your computer. You will also need to ensure that the toolbar is integrated with SystmOne, please see here.

Error when opening the eConsult in the record

This error message can be displayed if you try to open the eConsult in the record immediately after saving. It can take a couple of minutes for SystmOne to finish downloading all the content into SystmOne.

eConsult hidden from patient's online record

As standard the eConsult is hidden from the patient's online record when saved into SystmOne. To make them visible to the patient, head to the patient record and right click on the consultation and select 'Show in online record' see below for a quick video:

Did this answer your question?