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.
- Channel
- Email, in and out
- Credentials
- AES-256-GCM, never returned
- Delivery
- Queued, idempotent
- Realtime
- Presence, typing, live messages
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.
Internal chat and an intake queue
Group and one-to-one conversations, attachments, read receipts, and live delivery — presence, typing and messages in real time.
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: Email is the only connected channel. WhatsApp, SMS, telephony and fax are not built — the adapter is written so a second channel does not mean re-registering with every customer's provider, but nothing else is connected today.
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.
Case management
Every assistance case from the first call to closure — patient, trip, clinical picture, transport legs and one timeline that holds all of it.
ExploreGuarantees of payment
The letter the assistance business turns on — drafted, issued, sent to the hospital and measured against what actually gets billed.
Explore
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.
Or email contact@sthiramtechnologies.com