15 Sept 2026
The unified inbox: every patient enquiry from every channel in one queue
Enquiries arrive on Instagram, Facebook, LINE, Google and your website — and the ones nobody sees are the ones that book elsewhere. MCS Clinic pulls them into one shared queue with an owner, a status and a response-time clock, so nothing sits overnight.
What you are buying
In plain terms: one inbox for every way a patient can reach you. Instead of three staff checking five apps, new enquiries land in a single queue that already knows which patient is asking — so the front desk answers faster and stops losing bookings to a slow reply.
Every channel, one queue
- All sources in one place — Instagram, Facebook, LINE, Google and your website messages arrive in the same list.
- Owner and status on every thread — each enquiry has someone responsible and a clear state, so nothing is "everyone's job and no one's."
- Unread is visible to the whole desk — the team sees what is still waiting, in real time, before it goes cold.
What your team gains
| Channel | What your staff gains |
|---|---|
| Instagram & Facebook | DMs and comment enquiries captured beside the patient record, not lost on a personal phone. |
| LINE | Official Account threads tied to the patient, with history the whole desk can see. |
| Business-profile messages and review questions answered without a separate login. | |
| Website | Form and chat enquiries routed to an owner with a response-time clock. |
| SMS & email | Traditional channels in the same queue so nothing routes around the system. |
Operational payoff
Nothing sits overnight
A 9pm enquiry is visible the moment the desk opens, with an owner already attached — instead of surfacing days later when the patient has booked elsewhere.
One patient identity
Threads link to the same record as billing, chart and consents, so answering an enquiry does not mean re-typing who the patient is.
Why "one queue" is more than a slogan
When every channel shares the same patient identity and permission envelope, an unanswered DM, a website form and a LINE message stop being five separate to-do lists on five different phones. They become one queue the whole front desk can clear together — the difference between a reply in minutes and a booking that quietly went to the clinic two streets away.
Front-desk tip: start with the two channels your patients actually use most (for many Bangkok clinics that's LINE and Instagram), get response times down there first, then fold in the rest — early wins build the habit.
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