Understanding the Patient Record

The patient record is the single place where everything about a contact lives: contact details, appointment history, every text and call, notes your team has left, and more. This article walks you through each section so you can get the full picture on any patient in seconds.

Opening a Patient Record

From the main menu, open the Contacts tab. Find the patient by typing their name, phone number, or email into the search bar at the top of the list. Click their name to open the record. You can also land on a patient record directly from the Conversations tab by clicking the contact name at the top of any open conversation.

The Contact Details Panel

On the left side of the record you will find the core details for this patient:

• Name, phone, and email: click any field to edit it inline.
• Tags: labels like New Patient or Implant Inquiry that help you organize and filter your list. See Organizing Patients with Tags for how to add and manage them.
• Custom fields: any practice-specific fields your team has set up (insurance carrier, referral source, preferred location, and so on). Learn how to build these in Creating Custom Fields.
• Pipeline stage: if you are tracking this patient through a new-patient workflow, their current stage shows here. See Tracking New Patients with Pipelines for more detail.
• Do Not Contact status: if a patient has opted out of texts or emails, that is flagged clearly so no one on your team accidentally reaches out.

Click Edit at the top of the panel to make changes to any of these fields at once, then click Save when you are done.

The Activity Timeline

The right side of the record is where the full history lives. Every interaction with this patient is logged here in chronological order, newest at the top. The timeline includes:

• Inbound and outbound text messages
• Inbound and outbound emails
• Inbound and outbound phone calls (with call duration and, where available, a recording)
• Appointments booked, confirmed, rescheduled, or canceled through the platform
• Notes left by your team
• Automated messages sent by reminders or campaigns, clearly labeled so you can tell them apart from staff-sent messages

You can filter the timeline using the activity type buttons at the top of the feed. For example, click Calls to see only phone activity, or click Appointments to review scheduling history without scrolling past texts.

Adding a Note

Notes are a lightweight way for your team to leave context that does not go to the patient. To add one:

1. Click the Activity tab at the top of the timeline (it is usually selected by default).
2. Click the Note icon or the Add Note button near the text input area.
3. Type your note. You can tag a team member by typing @ followed by their name if you want to flag it for them.
4. Click Save Note.

The note will appear in the timeline stamped with your name and the date and time, so there is always a clear record of who wrote what.

Starting a Conversation from the Record

You do not need to leave the patient record to reach out. Use the quick-action buttons near the top of the timeline to send a text, start an email thread, or log a call. Any message you send this way will appear immediately in the timeline and will also be visible in the main Conversations inbox. This keeps your team in sync without anyone having to check two places.

Appointments Tab

Click the Appointments tab inside the record to see a focused view of every booking for this patient: past visits, upcoming appointments, and any cancellations. Each entry shows the appointment type, the date and time, and which calendar it was booked on. You can reschedule or cancel directly from here without navigating to the calendar.

Next Steps

Now that you know your way around a patient record, a natural next step is keeping your contact list clean and organized. Check out Merging Duplicate Contacts if the same patient has ended up in the system more than once, or visit the Contacts Overview for a broader look at how contact management works across the platform.