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Communications

Correspondence that arrives in the platform instead of being copied into it.

A company connects its shared mailbox once. Inbound mail is filed as correspondence, outbound goes through a durable queue, and the sent copy lands on the same thread.

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Channels
Email and WhatsApp, in and out
Credentials
AES-256-GCM, never returned
Delivery
Queued, idempotent
Realtime
Presence, live messages, calls

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Communications

Email, WhatsApp, chat and calls in one hub, filed to the case they belong to

1:42 · narrated, with captions · recorded on the live platform with a demonstration company

The problem

The file lives in one system and the conversation lives in Outlook, so the case history is only ever as complete as whoever remembered to forward things into it.

What it does

Communications, in practice.

  • Connect a shared mailbox

    One OAuth flow, credentials sealed with authenticated encryption and never returned by any endpoint. Disconnecting revokes at the provider and stops routing — and keeps the correspondence.

  • Inbound filed as correspondence

    Arriving mail lands against the case rather than in an inbox somebody has to watch.

  • Outbound with idempotency

    Replies queue and send once, however many times the button is pressed. The sent copy is filed on the same thread, so both halves of the exchange are on the file.

  • WhatsApp, through Meta or Twilio

    Connect a number through the company's own Meta app, or through Twilio where it already provides the number. Messages are filed like email. WhatsApp lets a business write freely for 24 hours after the traveller last wrote; after that only a template Meta has approved can be sent, and the screen says which applies.

  • Internal chat, calls and an intake queue

    Group and one-to-one conversations, attachments, read receipts, and live delivery — presence, typing and messages in real time. Colleagues call each other by audio or video from a conversation, in the browser, and new messages reach the people following them even when CareTrack is closed.

  • Connecting a mailbox is an owner's decision

    It hands over a standing credential to years of patient names, diagnoses and insurer negotiations, so it sits on the same grant as changing the registered address. Answering an insurer is what a coordinator does all day and sits on a coordinator's grant. Support staff can see whether a mailbox is connected and cannot connect one on your behalf.

What this does not do yet: SMS and fax are not connected: a text or fax sent outside CareTrack is logged on the case by hand. Calls in the browser are between colleagues only and are not recorded.

Rules that are not obvious

Why it behaves this way.

Each of these is a decision with a cost behind it. They are the difference between software that records what happened and software you can defend in an audit.

  • A deployment with no mail provider configured runs and says so.

    The connect button is hidden rather than shown and then failing at the redirect in front of a customer. Partial configuration refuses to boot for the same reason.

  • A credential blob that will not open still permits a disconnect.

    The company can always remove the mailbox from their own settings screen, which is the part they can see.

  • The control plane holds routing facts and no credentials.

    A webhook arrives with a grant id and nothing else, so something has to map it to a company. That index holds grant, company and address — the tokens stay sealed in the company's own database, and no message content is anywhere near it.

Works with

The modules next to this one.

All modules

See it against one of your own files.

The fastest way to judge CareTrack is to walk a real case through it — intake, guarantee, charges, adjudication, settlement, statement. Bring one and we will do exactly that.

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