By default, emails sent from Provet use your clinic's location email as the sender address. This means client replies go to that address. To enable clients to reply directly to your shared inbox in Provet, you must configure your alternative email settings. When a client replies, their response will appear on your Dashboard > Shared Inbox.
This article explains how to configure settings so that client replies are sent to the Shared Inbox. It also covers how to send a reply-enabled email and how to handle the incoming replies.
Configure Alternative Emails
To be able to send emails that will route the replies back to Provet, you need to configure Alternative emails settings.
Go to Settings > General > Clinic location profile.
In the Alternative emails field, add your shared inbox email address here. This is the address that allows client replies to be received directly in Provet. You can also add other alternative email addresses if needed.
Select Save.
Send Emails That Route to Shared Inbox
After setting up your alternative emails, you can now send emails to clients that will route their replies directly to your Shared Inbox.
Go to the client's page and select the envelope icon next to the client's name.
In the From field, choose your shared inbox email from the drop-down menu.
Complete your email and select Send.
Handle Client Replies
When a client replies, their response appears in the Shared inbox.
Find the email in the inbox.
Select the link button at the end of the row.
Choose the correct client and patient, then select Save.
The email will now be available in the Communication tab on the client and patient pages. If a patient was selected, it will also be visible in their patient history.
It is not possible to reply directly to the client's email from the shared inbox. You must go to the envelope button on the client's page to send a new response.
Automate Client and Patient Identification
You can instruct clients to include their client or patient number in the email subject line to automatically link the reply to the correct record. Use a C followed by the client number (e.g., C103) or a P followed by the patient number (e.g., P102) in the subject line. You'll still need to save the email from the shared inbox, but the client or patient will be pre-filled, saving you time.