The header carries icon buttons with tooltips; which appear depends on the thread's state. Clinical actions stay locked until the classification is signed off.

Click the person icon in the header to open a searchable list of teams and people; the day's on-call clinician is marked as Triage GP.

Pick one to assign, or Unassign to clear it. If the classification of the patient's request isn't signed off yet, assigning a person warns you first (they won't be able to action it until a clinician confirms the triage) and you can choose Assign anyway.

Snooze it from the header (clock icon). Pick a preset, choose “Pick a time”, or snooze on the patient's next reply.

The row dims, is marked as Snoozed and sinks to the bottom of the list. Find Snoozed threads under Snoozed in the sidebar and click Wake now to bring one back.

Assign it to them. Open the Assign menu in the header and pick the colleague wearing the Triage GP badge – that's the day's on-call clinician.

The thread moves to them and a line drops into the timeline. Assigned it by mistake? Reopen the Assign menu and Unassign, or pick someone else.

Use Resolve & Write To Record in the header (the tick). It closes the request and writes the outcome back to the patient record; you'll see the write-back tick from pending to saved.

If a write fails, the thread stays open and a Retry appears in the header, it never silently closes. Closed one too soon? Open it from Resolved in the sidebar and Reopen.

A sent SMS is never assumed to have been seen. When an agreed appointment is moved or cancelled, the thread waits in Unconfirmed reschedules with a call-to-confirm prompt until the patient confirms.