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Smart Inbox - How to Guide
Smart Inbox - How to Guide

This guide is to help support new and existing users with using the Smart Inbox

Laura Perring avatar
Written by Laura Perring
Updated over a week ago

Last updated 02/11/2023

This article covers:

Accessing the Smart Inbox

Via eConsult Toolbar

To use the Smart Inbox with interop to EMIS or SystmOne, you will need to have the eConsult toolbar downloaded and installed on your computer. For more information please select the appropriate link:

Benefits of the eConsult Toolbar:

💡Top Tips:

  • Contact your Practice IT provider and/or our Operations Team (, if you require support downloading the toolbar

  • Log in to the Clinical System first, then the Toolbar

  • Use two screens: Smart Inbox on one screen, Clinical System on the second screen

Via Web Browser

Access the Smart Inbox via this URL -

💡Top tips:

  • Recommended if not saving to the patient record from Smart Inbox into the Clinical System

  • Bookmark the URL across all users’ computers for quick access

  • Recommended web browsers: Chrome and Edge; unsupported web browser: Internet Explorer

  • Log in either using your NHS email that ends with and NHS Single Sign On (SSO) or you can also login via another non email

Log into the Smart Inbox using your NHS login credentials:

Login with another email:

If you don't have access to NHS mail you will need to use the Login with another email option. If this is the first time using the Smart Inbox you will need to select the Forgot password?

Enter your email address then Continue

You will then receive an email from (please check the junk/spam box) to create a password. The password must be at least 8 characters long and continue a lowercase and uppercase letter and a number.

Once logged in, you will see the below page

Smart Inbox Folders

In the navigation bar on the left-hand side there are 12 permanent folders, these include All Open, Complete, and under Clinical and Admin - Waiting, Snoozed, Awaiting Response, New Response and Triaged. To see the eConsults in any of these folders or subfolders, just click on them from the navigation bar.

The top two folders are All Open and Complete. All Open lists all the admin and clinical eConsult submissions that have not been completed. The ‘Complete’ folder shows you all of your completed eConsults, regardless of their type.

There are two other main folders that will help to manage the workload within your practice teams. These are the ‘Admin’ and ‘Clinical’ folders. The ‘Clinical’ folder contains eConsults submitted using the clinical templates and the ‘Admin’ folder contains eConsults submitted using the admin templates.

Each of these folders contains subfolders split by the status of the eConsults within them. If you want, you can collapse these subfolders.

When you are navigating through the Inbox without a selected eConsult, you will see that the consultation panel shows 'No message selected'. This screen updates to show you which folder you are in and how many eConsults are in that folder. As soon as you select an eConsult summary card, the full eConsult is visible.

Actioning eConsults

  • Navigate to the ‘Waiting’ sub-folder either under Clinical or Admin

  • Click on the eConsult/eConsult Lite to open in the consultation panel

  • Sort and filter the inbox according to your SOPs

  • Match the patient using the steps as shown under Patient Matching

  • Read the eConsult/eConsult Lite, paying close attention to any Flagged questions/answers and any images that may be attached

  • Respond to the patient via email or SMS, (see Sending Messages section for more information)

  • Signpost accordingly based on your triaging decision

  • Add comments as required that your colleagues may find useful under the signposting

  • Add tags to the eConsult/eConsult Lite (see Tagging section for more information) depending on on your workflow

  • Save the PDF to the patient record, once all the actions are completed in the Smart Inbox

  • Mark the eConsult/eConsult Lite as Complete

💡Top Tip:

If you are setting the eConsult as triaged, then do not export the PDF at this stage. You should only save to record/export PDF, if you are completing the eConsult. Do not save the PDF before this point to avoid any duplication.

Sort Inbox

Both the Clinical and Admin inboxes and folders within the inboxes within those inboxes can be sorted. To sort the inbox:

  • Click on the icon

  • Select how you’d like to sort the inbox:

    • Time received - Oldest > Newest or Newest > Oldest

    • Age (of the patient) - Youngest > Oldest or Oldest > Youngest

    • Flags - Most > Least or Least > Most

  • Click on Apply

💡Top Tips:

The sort options will remain on the inboxes until its removed by clicking the X.

Filter Inbox

The inboxes can be filtered by:

  • Team

  • Urgency

  • Date range (eConsult submitted on date)

  • Date (specific eConsult submitted on date)

  • Condition: condition/template that the patient selected before completing the eConsult

  • Mode

To filter the inbox:

  • Click on icon

  • Select the entity/entities you want to filter by. To add multiple filters, click on Add filter rule

  • Click Apply

💡Top Tips:

Users can simultaneously sort and filter a specific folder within the inbox, for eg. the folder can be sorted by flags and filtered by date.

Patient Matching

eConsults in the Smart Inbox can be matched to the patient record in SystmOne and EMIS clinical systems when accessing the Smart Inbox via the toolbar. The eConsults will be automatched if the matching criteria is met, manually matched using patient suggestions or when no suggestions are returned using the patients NHS number (SystmOne only) or EMIS patient ID number.

💡Top Tip:

SystmOne users only: when the eConsult has been matched to the patient record on SystmOne, users will be able to open the patient record on SystmOne via the Smart Inbox. On the eConsult click on Matched then Patient Record.


When the patient identifiers on the eConsult match the patient details on the clinical system, the Smart Inbox will automatch the eConsult to the patient record on the clinical system. The matching criteria:

  1. 6/6 matched: First name, Last name, DOB, Gender, Postcode, NHS Number


  1. 5/5 matched: First name, Last name, DOB, Gender, Postcode if the patient did not provide their NHS number on the eConsult

Manual Matching

Where the eConsult does not meet the auto-matching criteria outlined above, the Smart Inbox will return suggested matches to allow the user to manually match the eConsult to the patient record.


  • Click on Not matched

  • Suggested matches will show below based on the demographics provided on the eConsult and on the Clinical System. If you are happy with the suggested match, click on Select Match

  • Matched patients will return as below

Failed Match

The Smart Inbox may fail to return a match if the patient’s demographics on the eConsult does not match what is on the clinical system. In these instances you will see a Matching error on the eConsult.

To manually match the patients, copy their NHS number (SystmOne) or Patient’s ID number (EMIS).

SystmOne users

Look up the patient’s record on SystmOne and copy the NHS number into the box as shown on image below, then click on Match.

EMIS Users

Look up the patient’s record on EMIS and copy the Patient’s ID number into the box as shown on image below, then click on Match.

💡Top Tips:

  • Advise your patients to submit their eConsults using their NHS App login

  • Unmatch a patient; click on Matched then Unmatch to revert back to previous status

  • The date and time the eConsult was last saved to the patient record is displayed at the top


Once your triaging team has reviewed the eConsult/eConsult Lite, and made their triaging decision, you will need to signpost the eConsult for the relevant team to action, or for remote closure by yourself or a colleague. Please refer to your Standard Operating Procedure and/or Care Navigation Toolkit to determine the best signposting option.

Based on the status chosen from the dropdown list, the eConsult/eConsult Lite will automatically be moved to that folder.

💡Top Tip:

Care Navigation Toolkit, is a tool for the practice’s Admin/Care Navigators to use to help patients access the right care, at the right time


This is where you triage the eConsult to the most appropriate team member e.g. GP, ANP, pharmacist etc.


This is where you dictate the timeframe in which this needs to have been actioned by e.g. contact patient in 24 hours or appointment to be booked within 5 days


What type of appointment/contact is required for this patient e.g. face-to-face, phone call, text message etc.


The type is automatically selected depending on which eConsult template the patient has completed (admin or clinical), however this can be manually changed to send to the appropriate folder as necessary.

Status options

When the status is selected and saved, the eConsult will automatically move to that folder found in the navigation bar e.g. ‘Triaged’ or ‘Snoozed’

  • Waiting - the status assigned to all new eConsults, i.e. has not been reviewed/triaged yet, replaces main triage list

  • Snoozed – this can be used as a holding area to wait for some further information before a triage decision can be made e.g. waiting for test results to return or for a GP to have some clinical input

  • Awaiting response – if you have messaged a patient using the Smart Inbox and asked for a response and have not had a reply (clicked the toggle on), e.g. if you have requested images or further information from the patient, then the signpost option will automatically change and it will automatically be moved to this folder

  • Triaged - for any eConsults that have been reviewed and a triage suggestion made but NO appointment has been booked yet

  • Complete – eConsults should only be in the complete folder if they have been signposted AND the appointment made (or remotely closed), no further action is required for this eConsult within the Smart Inbox


At the bottom of the eConsult, there will be an option to reply to the patient, click into that box to either type a new message response, choose a template or create a personal template.

Public Templates

There are a host of “public” messaging templates created by eConsult that you may find suitable to use when communicating with your patients. To view the public templates, open up the response section and click on the

icon, then select Public. Hover over the template name to preview the template content

Create Personal Message Templates

Once you’re in the respond to patient box:

  1. Type the template content into the box as shown in the image below

  2. Click on the save icon

  3. Give your template a name (Title)

  4. Save the template

You will be able to view your personal template by clicking on the

icon, then personal

Sending Messages

Whether you type a new message or utilise one of the templates, you can:

  1. attach files up to 8MB

  2. change the delivery method from email to SMS or add a new number or email address

  3. allow the patient to respond

  4. Click send

💡Top Tips:

  • Create personal templates for any commonly used messages that your team will be sending to patients that are not covered in the Public Templates e.g. Care Plan for Long Term Condition Review. These templates are personal to the individual user that has created the template, i.e. if user A creates the template then other users in the practice will not be able to see or use the template.

  • Standardising personal templates, we suggest that you create the wording for your templates externally in Word or WordPad, and share the document with relevant team members for them to create the template.


Is a simple way to customise your Smart Inbox to the specific way that your Practice operates. It allows your practice to create Tags, the Tags acts as a label for identification or categorisation. Add a Tag to your eConsults/eConsult Lite for either a specific Clinician, action or group (e.g. Nurse team).

Create a new Tag

  • Open the navigation bar on the left hand side of the SmartInbox

  • Click on Add tag

  • Enter the name of the tag you want to create

  • Click save

💡Top Tip:

  • Before creating your tags, you should discuss with your wider team how you intend to use the tags and agree upon a list of tags to create

  • Tags are global and shared between all users in the practice

  • You can only add one tag per eConsult/eConsult Lite

Add a Tag to the eConsult

  • Open the eConsult/eConsult Lite

  • Click on Add tag

  • Choose correct tag from drop down list or use the search function

Removing Tag from the eConsult

On the eConsult/eConsult Lite card, click on the x by the tag to remove

eConsult Lite

Your practice may need to complete an eConsult Lite in the event that the patient cannot submit their own eConsult.

To access the eConsult Lite form click on the + icon then New eConsult Lite

Follow the steps then submit the eConsult Lite (consisting of 4 questions)

💡Top Tip:

eConsult Lite templates arrive and are processed in the Smart Inbox in the same manner as an eConsult submitted by the patient

Saving to Record on Clinical System

From the Smart Inbox users can save the eConsult PDF (including images), messages, comments and activities to the patient record to their respective Clinical system.

Interop (via eConsult Toolbar)

  • Click on Save to record , located at the top right hand corner of the Consultation Panel

  • The integration will save the ICE questions and answer, the entire consultation as a PDF including any comments and activities, SNOMED codes gathered in the consultation

  • To remove SNOMED codes, users will need to toggle them off before saving the eConsult to the Clinical system

  • Marking the Status as Complete will automatically save any unsaved activities in the Smart Inbox to the Clinical system

  • An activity log of is shown in the Consultation bar, users can easily see if the Clinical system is up to date/all activity saved from the Smart Inbox or where the eConsult/activities are partially saved in the Clinical system

💡Top Tip:

If the Save to record is greyed out, the patient is not matched. See Patient Matching section


  • Click on the download button (you will see this next to Save to record)

  • Go to your Clinical System and search for the patient

  • Upload the eConsult PDF following your normal method for uploading clinical documents

  • Add the relevant SNOMED Codes


Any questions or queries either email or use the live chat feature in the bottom right corner

For any feedback on this guide or any further questions please email

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