As of 12/05/26, we are rolling out a change that means Accumail / the professional messaging inbox will be read-only. You will receive new messages from professionals in the main inbox in the 'Care connections' folder. Old messages in the old Accumail inbox won't be carried over to the new inbox.
Soon we will be adding the feature so you can mark conversations as done and save messages to the patients medical record from the old Accumail inbox.
At a glance
What you used to do | What to do now |
Open the @ icon to compose a message to a professional | Use the drop-down arrow next to the message icon on the toolbar and select Message Professional |
View and reply to professional messages in the @ inbox | Open the Desktop inbox and filter by Professional |
Check the Unassigned folder for inbound messages | Go to the Care Connections folder in your inbox |
Use Quick Actions in Accumail | Use the Start a Referral button, or create a template for messages you send regularly |
Why has this changed?
We've moved professional messaging into the main inbox so that patient messages, professional messages, and your inbox live in one consistent place.
Behind the scenes, the code has been rebuilt to make the feature load faster and enable us to ship improvements quicker.
You're getting a tidier layout, a faster experience, and some useful new features.
What happens to old Accumail?
The @ icon will stay on the toolbar, but only for viewing your existing Accumail messages. You won't be able to send new messages from it.
Good to know:
Your old messages will remain available as read-only
If someone replies to an old Accumail message, the reply will appear in your Desktop inbox (not in Accumail).
How to send a message to a professional
How to find your professional inbox
Professional messages now arrive in the same inbox as patient messages, with a filter to separate them.
New features in the inbox:
Team management: assign professional messages to any team, just like patient messages.
Urgent marking: flag professional messages as urgent.
Consistent tools: all the management features you already use for patient messages (reassign, mark as done, etc.) now work for professional messages too.
Access the inbox:
Filter to professionals:
Care connections
The old Unassigned folder has been renamed to Care Connections. This is where you'll find:
Messages from other Accurx users who have contacted you via the "Message GP" feature in Accurx Web (usually about a patient). This inbound can be turned off if needed.
Messages from external organisations that have emailed your unique Accumail email address from outside Accurx. This inbound cannot be switched off.
New features in Care Connections:
Unmatch patients: if a patient has been matched to a message in error, you can now unmatch and re-match them yourself.
Notification controls: Use the toggle on the folder to manage your notification preferences.
FAQ
How do I find the old Accumail thread to a new message received in the main inbox?
The '@' symbol on the toolbar (old Accumail inbox) is now read-only. Therefore, new responses will come through to the main inbox tagged as "Professional".
The previous email thread won't show in the new inbox at the moment. However, if you need to find the context of new messages in your inbox in the old Accumail inbox. You can use the "Current patient" filter in Accumail to filter by patient 👇
How do I save messages to the record from the old Accumail inbox?
In the next two weeks we will be adding the feature so you can save messages to the patients medical record from the old Accumail inbox. This is currently delayed while we wait for a necessary desktop toolbar update, so sorry for this inconvience.
If you want to add the message to the patient's record sooner, please copy and paste this directly into their medical record.
How do I mark a message as done in the old Accumail inbox?
In the next two weeks we will be adding the feature so you can mark messages as done in the old Accumail inbox. This is currently delayed while we wait for a necessary desktop toolbar update, so sorry for this inconvience.
For secondary care and pharmacy users
If you're using Accurx in secondary care or pharmacy, the change works slightly differently.
What's changing for you
You'll no longer be able to access messages you've previously sent to GP practices from within the inbox. You'll still see the email receipt confirming the message was sent, which includes a link to view the conversation.
What stays the same
All future messages you send to GP practices will continue to work as normal. They'll appear in your inbox, and responses from practices will come back to you in the usual way.