The Care Manager Board
Stage tabs, the Today, Upcoming and Overdue buckets, counters, sorting, search and filters
The Care Manager board is the agent's day. It lists every patient currently inside a stage of the live workflow, grouped by stage and sorted into what is due now, what is due later and what is late. Agents open it under Care Manager → Leads.
The Layout
- Stage tabs run across the top: one per stage of the published workflow, in the order you set under Manage Stages. A green badge on a tab is the number of patients in that stage.
- Two extra tabs frame them. All Tickets shows every stage together. In Progress lists patients whose stage conversation has already been resolved.
- Under the tabs, three buckets hold the patients of the selected tab: Today, Upcoming and Overdue. Each bucket opens and closes like an accordion.
- On the right, the selected patient opens in the patient view (see The Patient View). Until you pick one, the panel reads "Ready when you are!".
The greeting at the top, "Good Morning" before noon, "Good Afternoon" before four, "Good Evening" after, is followed by + Add Patient (see Bringing Patients In) and the filter icon.
How a Patient Lands in a Bucket
Every patient in a stage has one due moment, and that moment decides the bucket:
Bucket | Rule |
|---|---|
Overdue | The due moment has passed |
Today | The due moment is still to come, before midnight today |
Upcoming | The due moment is after midnight today |
The due moment is:
- the earliest due time among the patient's open tasks in the stage, when they have any; a call task, a stage task or a FEEDBACK SCHEDULED task all count;
- otherwise the stage's own due moment, set from Stage Due Time when the patient entered.
Days end at midnight Indian Standard Time. A patient's bucket changes as time passes and as tasks are created and resolved, without anyone touching the card.
Example: a patient enters "First call" at 10:00; the stage creates a task due 24 hours later and a call task due at 11:00. The earliest is 11:00, so the patient is in Today. At 11:01 with no call recorded, they are in Overdue. Once the agent records Didn't Pick Up and a retry task is created for later today, they are back in Today.
The Counters
Each bucket shows two numbers: the patients in it, and in the second colour, how many of them have an unread message from the patient. Hover a number for "Total" or "Unread". Counts of a thousand and more show as "1K" or "1.2K". The counters refresh when you switch tabs and as patients move.
Sorting and Loading
Two icons sit on each bucket header:
Icon | Meaning |
|---|---|
Clock | Reverses the time order of the cards |
Chat bubble | Puts the patients with the most unread messages first; a second click flips the order back |
A bucket shows its first page of cards; Load More fetches the next page. "No tickets found" means the bucket is empty for this tab.
Searching and Filtering
The filter icon in the header opens the filter panel:
Filter | Meaning |
|---|---|
Enter Name, Phone or Ticket ID | Finds patients by name, phone or conversation number; at least three characters |
Ticket Created At | Only conversations created in a date range |
Due At | Only patients whose due moment falls in a date range |
Ticket Status | Open, Requesting, Replied or Closed conversations |
User Name | Only patients assigned to one agent |
Ticket Source | Only patients from one source |
Unread Messages Only | Yes or No |
Apply replaces the stage tabs with the matching cards, each carrying its stage chip; "Filters applied" confirms it. Clear Filters brings the tabs back. The filter icon shows how many filters are set.
Live Updates
The board follows the workflow. A patient who moves stage disappears from the old tab and appears on the new one; a resolved task or a new one moves the card between buckets; a completed workflow removes the card. Switching tabs refreshes the counters.
When the Board Is Empty
"No Workflow Active" with "There are currently no active workflows configured for care management" means no workflow is published, or the published workflow has no stages. Publish one from the Workflow Builder and the tabs appear. "Something went wrong" with "Please try again later" means the board could not connect; reload the page.
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