...
Once you create this external channel source, you can decide which types of incidents (ex: medical, patient inquiry, etc.) will be sent to the in-basket.
Note: Incidents that are sent to the in-basket require that the participant profile to include an MRN field. If the MRN field is not added to the profile, an error banner will appear stating: "Information can only be sent to Epic InBasket for a participant with a MRN. You can configure this under 'Epic Fields and Validation'."
Note: It also requires the participant records in W2H have a valid MRN. If a participant record does not have a valid MRN, the message will not be sent to the Epic pool.
...