How are emails assigned to agents?

Automatic offer system: incoming emails are offered to available agents with email enabled. Agents accept or reject. If no one accepts within the timeout, the system escalates.

Yes. Automatic threading via standard email headers (Message-ID, In-Reply-To, References). Related messages are grouped into conversations for full context.

Can agents handle email and calls simultaneously?

Yes. The email availability toggle works independently from phone. Agents can handle both channels or focus on one, depending on workload and team configuration.

Email Channel

Email for Healthcare Contact Centers

Name: Email for Healthcare Contact Centers
Brand: Mediflo

Full email inbox with threading, agent assignment, and delivery tracking.

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Capabilities

Professional email handling, built in

Receive, assign, and respond to patient emails from the same panel your team uses for calls and chat.

Inbox

Threaded email conversations with a built-in reply composer. Attachments, mark as read/unread, and conversation status tracking. No need for an external email client.

Reliable Email Receiving

Mediflo works with any email provider — Gmail, Outlook, your own mail server. Keep the address patients already know. Every message flows into the Mediflo panel with full patient context from CRM.

Delivery Tracking

See exactly whether each email reached the patient. Full delivery status for every sent message. No surprises, no lost messages.

Agent Assignment

Incoming emails offered to available agents via accept/reject system. Per-agent email toggle, max capacity limits, and automatic escalation when no one accepts.

Every patient email — in context, instantly

An inbox integrated with your contact center and CRM. Threads, automatic assignment, priorities, and full patient history — right next to calls and chat. No more switching between apps.

Email Inbox

[email protected]

23 unread

AllUnreadMine

Anna Nowak10:42

Blood test results inquiry

Hello, I'd like to receive my blood test results...

3 msgs

Jan Kowalski09:15

Appointment rescheduling

Hello, can I move my appointment...

Specialty Clinicyesterday

Referral from family doctor

Attached please find the referral...

Maria Wiśniewskayesterday

Equipment delivery confirmation

Thank you for confirming the order...

Piotr ZielińskiApr 3

Insurance documents

Sending the required documents attached...

Blood test results inquiry

Anna Nowak↔Katarzyna Malinowska

CRM Context

Since: 2023

Visits: 4

Last: Mar 12

CardiologyInsured

Anna Nowak10:32

Hello, I'd like to receive my blood test results from last week. Can I pick them up by email?

Katarzyna Malinowska10:42

Hello Anna, of course — your results are attached. Please let me know if you'd like to discuss them with a doctor.

blood_results_2026-04-04.pdf

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Connected

Synced: 1 min ago

Use cases

Patient email inquiries handling

Post-visit follow-up communication

Multi-channel conversation management

Email-based appointment scheduling

Frequently asked questions

Find answers to common questions about this product.

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