Navigating your inbox


Updated over a week ago

The Inbox is where all of your incoming communication takes place. Everything from lab results to faxes (if integrated with our third-party faxing service) to intra-office communication is stored here. In addition, the Inbox is where personal task management within the TELUS Collaborative Health Record (CHR) takes place.

As a best practice, minimize the outstanding items in your Inbox by marking items as done once complete, or snoozing those you need to address later. The Inbox takes longer to load when it contains more items.

You can filter your Inbox to see only items relevant to your work for the day. See Filtering your Inbox.

๐Ÿ’ก Tip: Filtering can also speed up how quickly your Inbox loads.

Sorting your Inbox is another powerful way to ensure you see the most relevant items at the top. You can sort by date, priority, type, title, or through our classic sort order. See Sorting the inbox.

Click an item to open it and from there, depending on the item type (fax, Qnaire, or internal message), you can perform various actions. For example, you can open a faxed document, edit it to add file tags, link the file to a patient's chart, send a quick message to your staff so that they can book the patient, and then mark the fax as done. For more information, see Viewing and managing inbox items.

๐Ÿ’ก Tips:

  • Depending on how your CHR is set up, you may have some generic inboxes, for example Account and SR Fax. These inboxes might be used for items that do not relate to a specific user, for example incoming faxes, miscellaneous labs or anonymous Qnaires.

  • A red circle with a number indicates how many new messages you have in your inbox. This is an indication for only your inbox. If you work out of a different user's inbox, you do not see new messages for them (for example, a receptionist working from the provider's inbox or a shared fax inbox).

Inbox items are organized by their status or where the task stands in the resolution process.

  • New items received in the last 24 hours are white.

  • Items that are more than 24 hours old are red.

    ๐Ÿ“Œ Note: If you received a message yesterday but you have not marked it as done, it will still be in your inbox today.

  • Unread items have a bold title.

  • Items that are read but not marked done are no longer bold.

  • Completed items that are read and marked done have a checkmark on the far-left side next to the sender. These appear in the Done window. See Viewing done inbox items and messages.

  • Urgent messages have a red flag.

๐Ÿ“Œ Note: If you receive an urgent message, a pop-up notification appears saying you have an urgent inbox message. Click the pop up to go directly to the message.

Types of inbox items

The inbox item shows the date it was received (far right), who sent the message (far left) and the title. The item's icon indicates what type of content it is. The table below shows the different types of inbox items.




Internal instant message. For more information, see Creating and sending messages to users.

๐Ÿ“Œ Note: The red circle indicates how many new messages are in that conversation.

Integrated lab report, such as Excelleris. See Viewing and managing labs from your inbox.

๐Ÿ“Œ Note: The red circle indicates how many abnormal results are in that report.


For more information, see

Failed fax.

For more information, see Fax failure reasons.

Inbox actions

The table below shows all the actions you can perform from your inbox.



Sort and manage the items. For more information, see Filtering your Inbox and Sorting the inbox.

Multi-select: You can select multiple messages and simultaneously apply an action to all of them. See Performing mass actions in the inbox.

Upload documents. See Uploading documents to your inbox.

If you are in Ontario and are set up for HRM labs, click to download new labs from HRM. See Accessing reports from HRM.

Send new messages to other users within your CHR domain.

Snooze messages. See Snoozing your inbox messages.

View your inbox items marked as done. See Viewing and managing inbox items.

๐Ÿ“Œ Note: Items marked as done, appear under the date they first arrived in your inbox. For example, if you mark a message as done today but it first arrived in your inbox a week ago then, in the Done window, it shows under the date from a week ago.

Filter your inbox by user groups. See Creating user groups.

Your Inbox defaults to the current date. To search for old Inbox items, click the arrow or click the date to open the calendar and select a date to see all items received on that date. See Finding and viewing old inbox items.

For more information, see also:

Updated August 16, 2022

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