Manually Tracking Outreach Attempts

Last updated: July 22, 2026

Whenever you contact a patient — a phone call, an in-office conversation, a text — you log it as an outreach attempt. This keeps the queue accurate, builds a contact history, and drives what happens next.

Logging an attempt

  1. On a queue row, click Make Attempt (the phone-icon button). (If an attempt isn't allowed yet — for example you've hit the daily limit — the button reads "Attempt not permitted.")

  2. Follow the call flow and place your contact (call, in-office, text, etc.).

  3. Record the outcome on the outcome step, and add any Notes — "anything worth remembering for the next attempt."

  4. Save. You'll see "Outreach recorded," and the patient drops off the active queue.

Outcome options

For patient reactivation (Hygiene, Treatment Plans), the outcomes are:

  • Voicemail — left a message

  • Scheduled — booked an appointment

  • Denied — spoke with them but they declined to book

  • Deactivation — stop contacting this patient

For Confirmations, outcomes include Voicemail, Confirmed, Cancelled, Rescheduled, and Deactivated (text/email attempts also record Sent / Failed). Outcomes are grouped as Connected, No contact, and Closed unsuccessfully.

Attempt types

Depending on the workflow, you can log a Phone Call, an In-Office Attempt, a Text Message, a Reminder Email, or an AI Phone Call. Some types have daily limits (for example, one phone call per patient per day) to avoid over-contacting.

💡 Tip: After logging an attempt you can send a follow-up by Text or Email, and the system can schedule the next attempt for you.

Reviewing a patient's history

Every attempt is saved to the patient's history. Open Previous Attempts from a queue row to see the full log: who reached out, the outcome, the attempt type and time, any notes ("No notes recorded" if none), and whether a follow-up was sent.

What's next

  • Communication Scripts