FAQ: common questions

The questions we hear most from practices running Teamio with Open Dental. Click through for the full walkthrough.

Logging in, logging out & accounts

The questions we get most often — start here.

Which button do I click — Google or Microsoft? Use whichever provider your work email runs on. → Choosing the right sign-in button
My sign-in fails or says “account not found.” You’re almost always clicking the wrong button — a Google email must use Sign in with Google, a Microsoft/Outlook email must use Sign in with Microsoft. → Sign-in fails / account not found
I clicked the button and no window or pop-up appeared. A pop-up blocker is stopping the sign-in window — allow pop-ups for the Teamio address and click again. → Nothing happened after I clicked
Microsoft says “Need admin approval” and won’t let me in. Your Microsoft 365 admin approves Teamio once for the whole practice. → “Need admin approval” signing in with Microsoft
The Microsoft window opens but spins / times out (especially in Safari). We fixed a Safari-specific timing issue — hard-refresh to load the latest version, or use Chrome as a quick workaround. → Microsoft sign-in spins or times out
Do I have to sign in every time? Why was I signed out? You stay signed in on the same browser. An app update reloads the page (it does not sign you out); a true sign-out almost always means your access changed — for example a role or permission update, which takes effect after you sign out and back in. → Staying signed in & signing out
We share one computer — how do we truly switch employees? Logging out of Teamio does not sign you out of Google/Microsoft, so the next person can get logged back in as you. Here’s the right way. → Sharing a computer between employees
How do I switch locations, or why don’t I see “Switch Site”? The Switch Site menu appears only if your account has access to more than one site. → Switching sites
How do I add a new team member? Adding employees is for Admins and Managers — Employees and Outsourced users can’t. → Adding a team member

Alerts, notifications & stale data

What’s the round button in the bottom-right corner / what are these UNANSWERED SMS alerts? That’s the Action Center — a live list of things that need a human: unanswered texts, new forms and packets, signed treatment plans and questions on them, online bookings, and payments that came in or failed. Admin, Manager, and Employee users get alerts; Outsourced users don’t. → Action Center overview
Why didn’t I get an Action Center alert, or why did a card disappear? Broken appointments, card-reader payments, and edits to a form submission don’t alert, and by default clearing a card clears it for the whole office. → Action Center FAQ · Rules at a glance
Why didn’t I get a notification, or why do my unread counts differ from a teammate’s? Notifications and read/unread state are per person and per browser — marking something read clears it for you, not for the team. → Notifications
Teamio’s numbers look stale or haven’t updated. This is almost always the office’s Open Dental server (where the Teamio connector runs) being off or offline; data catches up when it’s back. → How Teamio syncs with Open Dental

Team chat & patient texting

An employee left — how do I keep their team-chat history? An Admin uses Export All Team Chats (capture it before deactivating them; it reaches rooms you aren’t a member of). Patient SMS can’t be exported. → When an employee leaves
How do I get a sound or desktop alert for new team-chat messages? Open Chat Settings from the ⋮ menu and turn on the combined sound + desktop switch (it’s on by default). → Message notifications
How do I get alerted for new patient SMS — and why didn’t I get one? Patient-SMS alerts are off by default (so clinical staff aren’t pinged during chair time). Turn them on in the SMS Conversation Settings gear panel. → Message notifications
My alerts aren’t making a sound or popping up. Usually the browser’s site permission is blocked, or an OS focus mode (Windows Focus Assist / macOS Focus) is silencing them — the settings panel has a built-in troubleshooter. → Fix alerts that aren’t working
A patient texted STOP / why can’t I text this patient? They’re opted out — either they texted a stop word (only the patient can undo that, by texting START), or Open Dental says no texts for them (change that setting in Open Dental). → When a patient texts STOP
My text failed — how do I resend? A rejected message shows a Failed to send indicator with a Retry button. → The message shows “Sending…” or “Failed to send”

Patient follow-ups

What do I actually do on a follow-up list? → Follow-ups — what to do on every list
How does Overdue Recall work? → Working the Overdue Recall list
How do I follow up on unscheduled treatment? → Working the Unscheduled Treatment list
How do I manage outstanding claims, pre-auths, and balances (A/R)? → Working the Aging lists
How do I assign who follows up, and how many times / how far apart? → Follow-up frequencies & settings

Forms

How do I prefill the patient’s name and teeth numbers on a form? → Configuring a control
How do I highlight important answers for reviewers? → Highlight for Alert
Can I add an image or diagram to a form? Yes — add a Wiki control and insert the image in its Configuration panel (upload, drag-and-drop, paste, or URL). It shows for patients and in the filed PDF, and appears in the builder preview once you Save the panel. → Wiki control
How do I send forms to new patients automatically? → Recipe: new-patient welcome
How do I text a form from a conversation? → The message composer

Payments

If your practice has the payments module:

How do I collect a payment from a patient? → Collecting a payment
How do I text a patient a payment link? → Text-to-pay
How do I take a card in the office on a terminal? → Terminal payments
Why isn’t a payment showing in Open Dental? → A payment seems missing in Open Dental

Online scheduling & patient communication

If your practice has the relevant module:

How do I set up online scheduling? → Setting up online booking
How do I get and share my booking link, and brand the page? → Booking links
What do patients see when they book? → The booking page
How do I track where bookings come from / send patients to my own thank-you page / customize the confirmation SMS? → Setting up online booking
How do appointment reminders work? → Appointment reminders
What are AI calls? → AI calls
How does the website chatbot work? → Website chatbot

Automation & workflows

How do I associate a Wiki template with procedure codes? → Action: send a text message
How do I automate review-link requests? → Recipe: automated review requests
How do I auto-assign a task by procedure code? → Recipe: assign a task by procedure code
How do I auto-assign a task when an appointment breaks? → Recipe: broken-appointment rescue
How do I auto-text a patient when a procedure is Quick-Added? → Recipe: follow up on a Quick Add procedure
How do I assign a task to the provider who completed the appointment? → Recipe: assign a task to the treating provider

Practice Pulse

What is Practice Pulse and how do I track patients from check-in to checkout? → Practice Pulse overview
How does the checkout route slip work? → The checkout route slip

Reports & insights

How do I set up scheduled KPI email reports? → Automated email reports
How do I track treatment presented vs accepted? → Treatment Presented vs Accepted
How do I set production goals for a new associate? → Setting provider goals

Tasks, chat & wiki

How do tasks work, and what are the best practices? → Creating and assigning tasks
How do we use Teamio Chat for the team? → Team chat
How do I use the Wiki, and create an email template? → Wiki overview · SMS & email templates

Patient profile & Open Dental

How do I quick-search a patient and follow up from their profile? → The patient profile
How do Open Dental planned appointments work with Teamio? → Launching Teamio from Open Dental
How do I add a Teamio button inside Open Dental? → Launching Teamio from Open Dental

Still stuck? The troubleshooting guides cover the specific “it’s not working” cases (forms not filing, a workflow that didn’t fire, campaign sends, and more).