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New leads first — oldest waiting on top — then unread conversations. Updates automatically.

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Order: concerns → new leads (longest wait first) → needs reply → scheduled → AI answered → waiting what decides this?

The order, top to bottom

Post-visit concerns — a patient reported a problem. Outranks everything and is never cut from the list.
New leads — nobody has contacted them yet. Oldest first, because the longest wait is the most overdue.
Needs reply — patients genuinely waiting on us first, then follow-ups that have merely come due. Longest waiting first within each.
Follow-up scheduled — soonest due first.
AI answered — only the assistant has spoken to them; your personal follow-up is still owed.
Waiting on patient — a person replied; the ball is in their court.

How it tells replies apart

A human reply clears the queue: a text or email someone sent, an outbound call, or an inbound call a person answered.
An AI reply does not. It moves the lead to “AI answered” — still owed a personal follow-up, not finished.
Automated sends never count as answering — appointment reminders, review asks, missed-call texts. They are ours, but they are not a reply.
Nurtured leads (🌱) rest in Waiting — the check-in sequence owning the thread is the follow-up plan. The moment that patient replies they jump back to Needs reply, even if the assistant already answered them after hours.

Which time it sorts on

New leads — when the lead came in.
Everything else — the newest thing that happened on the thread: text, call, email, web chat, or a booking made, confirmed or cancelled.
A due follow-up sorts on when it came due, not on the old message underneath it — so a callback promised for Tuesday surfaces on Tuesday instead of sinking.
Work the assistant did overnight, and follow-ups now due, float to the top of their section.

New leads (16) — oldest waiting 20d 13h

Waiting on patient (100)

Caleb WestbrookFollow up

+15555554322caleb.westbrook@example.comdemo-baselinedemovolumetriage:hot

Open full record →

SMSAI

Northlane here — following up on your enquiry. Happy to answer anything before you book.

Sep 11, 2026, 8:17 PM

SMSAI

The consult is $99 and it applies toward your program. Treatment pricing depends on your labs, so the provider will go through it with you.

Sep 11, 2026, 8:29 PM

SMS

What's the cost?

Sep 11, 2026, 8:52 PM

SMSAI

Hi Caleb — this is Northlane. Thanks for reaching out about ED consult, prefers telehealth. Want me to send over some times?

Oct 2, 2026, 11:39 PM

SMS

What's the cost?

Oct 3, 2026, 1:00 AM

Lead created from sms · Oct 5, 2026, 4:30 AM

SMS consent captured · Oct 5, 2026, 4:30 AM

Tag added: triage:hot · Oct 5, 2026, 4:30 AM

Triaged: HOT · Oct 5, 2026, 4:30 AM

Stage new → follow_up · Oct 5, 2026, 4:30 AM

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