One inbox where AI and your team work together.
Your ops team should not spend their day on camera questions and billing FAQs. Chatref handles the high-volume cases and routes the rest with full context already loaded – so agents start where the AI left off.
Featured on
Why it matters
The problem this solves.
The challenge
Telehealth ops teams manage high volumes of repeat questions alongside complex patient cases.
What it costs
When agents spend time on FAQs, complex cases wait – and the patients who need real help feel ignored.
The Chatref way
Chatref answers repeat questions automatically and routes complex cases to the right agent with full chat context.
The Chatref solution
How Chatref powers the ops team inbox.
Chatref handles visit-prep, billing FAQ, and scheduling questions automatically. When a case needs a human – a billing dispute, a complex reschedule, or an escalation – it routes to the right agent in the shared inbox with the complete chat history already loaded.
Real questions
What Chatref answers here.
How does the support team handle urgent patient questions?
What happens when the chatbot cannot answer my question?
How do I reach a person about my billing issue?
Can I talk to someone about rescheduling my appointment?
My question was not answered – how do I get help from an agent?
How does the team manage high volumes of patient support requests?
Under the hood
The features that power it.
Loved by support teams
Telehealth ops teams, focusing on the cases that need a person.
How support teams use Chatref to cut repeat-question load and handle escalations faster.
Our ops team was drowning in visit-prep and billing FAQs. Chatref absorbed those instantly and now our agents spend their time on the cases that actually need them – complex disputes and escalations.
The shared inbox is the biggest change. Agents step into a conversation and everything is already there – no re-asking the patient what they need.
Conversation tags show us exactly what is driving volume each week. We update guides for the top issues and the queue shrinks.
of inbound patient questions handled by AI before reaching an ops agent
Workspaces let our billing team and scheduling team manage their own queues without crossing wires. The inbox scales as our ops grows.
Can different team members handle different case types?
Yes. Workspaces let you route billing questions to billing agents and scheduling questions to ops agents – in the same inbox.
Does the agent see the full chat when they take over?
Yes. The complete conversation history is in the inbox thread – agents pick up where the AI left off with no re-entry.
Can we see which topics drive the most volume?
Yes. Conversation tags and insights show your top topics by volume so you know where to invest in better guides or staffing.
How do we route urgent cases to the right agent fast?
Custom tags and routing rules let you flag urgent cases and assign them to the right agent or queue automatically.
Give your ops team the inbox that works with them, not against them.
Set up Chatref's shared inbox in minutes – let AI handle the repeat questions and route the rest to your team with full context – free to start.
Part of Chatref for Telehealth Platforms · Healthcare hub · pricing.