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Add and Manage Notes
Read moreNotes is a great place to jot down information about the patient/family. To access:
- Click into
Patients or Customers in your Weave Desktop App
- Select a profile you want to make a note on
- Select
Notes on the bottom of the page
- Click on the
Plus button in the top right corner to add a new note
- Type your note in the box and select Save
These notes can be viewed by anyone in your office and can always be edited or deleted. For customers grouped as families, a note cannot be added for individuals - any notes added will reflect under each family member no matter which contact the note is added under.
Tip: Use notes to capture general information that doesn't need to live in your practice management software to help your team provide better customer service. For example, you could make a note about a person's preferences for conversation, hobbies, or interests which can then enable you to provide a more personalized experience for them next time the come in!
- Click into
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Create Follow-Up Reminders
Read moreYou may have a desk full of sticky notes with reminders to call or follow up with a variety of people. With Weave’s Follow-Up feature, you can get reminders to call or text patients at a later date.
Weave will notify you when the follow-up date and time arrive so that the reminder does not fall through the cracks.
Tip: No matter who enters the Follow-Up Reminder, the notification will populate across the entire organization so that even if one person is out, others in the office will be able to see it.
To create a Follow-Up
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Select the
Lists feature
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Click on
Follow-Ups
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Select the blue
in the upper right corner
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Click
Select Patient, and choose the desired patient
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Select Contact Method, and select either
Call,
Email, or
Text
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Click Select Date and Time, and add the time and date you want the Follow-Up
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Enter the message you want to send in the text box
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Select Save
Follow-Up notifications
You can click to View the patient information or to take Action on the Follow-Up
Take action on your Follow-Up with these options:
- Snooze - temporarily dismiss the reminder
- Edit - make a change to your Follow-Up
- Delete - if you no longer need to send the reminder
- Click Send or Call to take action on your reminder
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Customer Profile
Read moreThe profile view in your Weave software provides a quick view of key details about your customers, clients/pets, or patients.
Tip: When synced with your Weave phone, you can easily pull up the customer profile on incoming calls. See the Call Pop article for more information.
From the profile page, you have shortcuts and tools to:
- Contact via phone, text, or email
- Add to the Quick Fill List
- Send a Payment Request
- Create Notes
- Create Follow Up Reminders
- Send a Form or Packet (depending on your Weave package)
- Verify Insurance Information (depending on your Weave package)
What is displayed in your software depends on your practice management software. Your software may display:
- Customers
- Clients (and Pets)
- Patients
Select the appropriate tab below to learn more.
Customers
You can add your customers to Weave either through a CSV Upload or by creating Custom Contacts.
Once your customers are added to Weave, you can view them in your Customers List.
On each customer page, you can:
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Call
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Send a text
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Send an email
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Add to a quick fill list
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Send a payment request
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View or add notes
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Create follow up reminders
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View Communication history
If an option is greyed out it is unavailable for that customer, For example, the
Clients / Pets
What is displayed in the Client Profile depends on your practice management software. There is a non-integrated view and an integrated view.
Non-Integrated
With our non-integrated package, you add your clients manually either through a CSV Upload or by creating Custom Contacts.
Once your clients are added to Weave, you can view them in your Clients List.
On each client page, you can:
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If an option is greyed out it is unavailable for that customer, For example, the
Integrated
If your practice management software integrates with Weave, your client and pet information will sync automatically to your Weave software. Once the syncing is set up, you can view your clients and their pets in your Clients List in Weave.
You will see a Household View in Weave with a list of actions so you can get the most out of each phone call.
From there you can select to view the Client Profile or Pet Profile.
Client Profile
Here you can view important client information.
You can also do the following:
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Notes: Add or view notes
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Follow-Ups: Create a follow-up reminder
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History: View communication history
The blue bubbles are shortcuts for:
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Click to call
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Send a text
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Send an email
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Add to Quick Fill
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Send a payment request
Pet Profile
You can only change information (including profile pictures) on custom contacts in the Weave software.In the Pet Profile, you can see important pet information such as:
- Type of animal and breed
- Age
- Birthdate
- Vaccination information
You can also do the following:
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Patients
What is displayed in the Patient Profile depends on your practice management software. There is a non-integrated view and an integrated view.
Non-Integrated
With our non-integrated package, you add your patients manually either through a CSV Upload or by creating Custom Contacts.
Once your patients are added to Weave, you can view them in your Patients List.
On each patient page, you can:
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If an option is greyed out it is unavailable for that customer, For example, the
You can only change information (including profile pictures) on custom contacts in the Weave software.
Integrated
If your Practice Management Software integrates with Weave, your patient information will sync automatically to your Weave software. Once the syncing is set up, you can view your patients in your Patients List in Weave.
Household View
In the Household View, you will see a list of action items to get the most out of your phone call such as:
- See upcoming appointments
- See upcoming birthdays
- Change the appointment status
You can also do the following:
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Patient Profile
From there you can select a specific patient to view their Patient Profile:
Here you can view important patient information.
You can also do the following:
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The blue bubbles are shortcuts for:
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Add a Photo to Patient/Customer Profile
Read moreAdd a customer photo for easy identification as soon as they walk into the office.
This can only be done for custom contacts that have been manually added and not synced from a practice management system.
- Tap on
Customers/Patients from the home screen of your desktop app
- Select the name of the patient you wish to upload a photo to
- Click on the
Edit icon in the top right corner
Tip: If there is no edit icon, the customer was not manually added as a custom contact.
- Click the + photo button
- Choose an image from your computer
- Add your photo and click Save
- Tap on
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Manually Add Custom Contacts
Read moreYou can manually add contacts individually in Weave using the desktop or mobile app.
To upload multiple contacts see Upload Contacts via CSV.
Note: Adding a contact into Weave does not add them to your practice management software or Electronic Health Record.
Add a Custom Contact
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Select the
Patients or Customers icon in your desktop app
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Click on the
icon located in the upper right corner of your contact list
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Enter the customer's information in the appropriate fields
- First Name
- Last Name
- Mobile Phone
- Add a field to enter a home phone, birthdate, or gender
Note: If the contact does not have a mobile number, enter a primary phone number.
- Add a photo if desired
- Click Save
Tip: You can edit a manually-added contact at any time by clicking the
Edit icon in the upper right corner
If you would like to delete a contact that was added manually, go to the contact and select
Delete below the contact information. If there is no delete icon, the contact was added via CSV or through your practice management software sync. You must follow the instructions on Upload Contacts via CSV or remove the contact in your PMS.
1. Select the
2. Tap the
Plus icon in the top right corner
3. Enter the customer’s information in the appropriate fields
4. Add a photo if desired
5. Click Save
To delete a custom contact, select the
ellipses icon in the top right corner of the customer profile. Tap
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Upload Contacts via CSV
Read moreMultiple contacts can be added at once to Weave by uploading a CSV file of your contacts list into your Weave Portal. Follow these instructions to upload a CSV file to Weave.
To add contacts individually, follow the steps in Manually Add Custom Contacts for instructions.
The availability of this feature is dependent on your practice management software.
Formatting Requirements
In order for your CSV file to successfully import, please make sure that your CSV file follows these important formatting requirements:
General File Requirements
The first row of your CSV file spreadsheet must be a header row with column names.
Required Fields
Unique ID Must be present. May include both letters and numbers. This value must be unique for each row. First Name Must be present Rows in the CSV file missing a valid Unique ID or First Name will not be uploaded.
Additional Optional Fields
Last Name Mobile Phone Most formats are supported Home Phone Most formats are supported Work Phone Most formats are supported Email Gender Must be one of the following options:
- male/m
- female/f
Otherwise, it will be imported as Unknown.Date of Birth Most formats are supported Uploading Your CSV File for the First Time
Once you have verified that your CSV file meets all requirements, you will need to upload it to Weave the first time you are adding a contact list through a CSV file. If you are trying to update your contact list, follow the instructions in the section below.
- Log into the Weave Portal
- Select Customers from the left navigation menu
- Click CSV Upload in the dropdown
- Click Add New in the top right corner
- Drag and drop your CSV file into the marked area or click to browse and select your CSV file
- Once uploaded the CSV Mapping page will load. Give the Data Source a unique name
- Match up the required and optional fields to the corresponding column in your CSV file. If this is not your first upload, Weave will remember your previous mapping selection
- Click Save once you are ready to upload your CSV
- After successfully uploading the file, Weave will indicate the number of rows that were successfully uploaded
If the file has critical (red) formatting errors, you will be directed to a Preview Page.
Once you have corrected any errors in the original CSV file (or directly in your management system and exported a new file), click the re-upload button in the top right corner of the preview and add the updated CSV.
Note: Critical (red) errors can be ignored, but the row with the error will not upload.
Deleting a contact list will erase any extra information you've added to each contact, such as notes or their history. To preserve this information, update the contact list instead.
Update a Contact List
If you would like to edit or delete a contact that was added through a CSV upload, you must edit their information on the original document and re-upload the CSV. Make sure that the Unique ID stays the same. To do this:
- Navigate to Customers and CSV Upload in the left navigation bar
- Click on the contact list you would like to update or drag and drop the updated file directly on top of the current list
- Continue with the process as you would when creating a new contact list
Rename a Contact List
- Click on the
Ellipses icon in the bottom right corner of the contact list's tile
- Select Edit
Note: Deleting a contact list will erase the notes or history associated with each CSV contact. If you would like to preserve notes and history for contacts, please use the update option instead.
Choose the Locations the CSV Contact List Will Appear For
- Navigate to
Data Sync in the left navigation bar
- Select the Location Access tab at the top of the page
- Select the
dropdown arrow next to the location you would like to update
- Check the box next to Contacts for all data source to allow this location to see contacts from all uploaded CSV files or click the dropdown arrow next to the specific CSV file(s) and click Contacts
- Click Save
- Repeat these steps for as many locations as needed
Additional Troubleshooting
If you do not see the success screen or some of your rows are rejected for formatting errors please check our CSV Troubleshooting page for additional help.
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CSV Troubleshooting
Read moreIf you have trouble uploading your CSV file when adding contacts to Weave, use these common troubleshooting tips.
Formatting Errors
Your CSV must be formatted correctly to successfully upload. For more information about the required formatting for a CSV file, see Upload Contacts via CSV.
Here are some additional Excel formatting resources:
- Splitting text into two different columns in Excel
- Combine text from two or more cells into one cell in Excel
- Removing unwanted characters in Excel
- Clean up and reformat phone numbers in Excel
- Reformatting birth dates in Excel
- Removing a specific character in Excel
Family groups cannot be added via CSV.
CSV Fails to Upload
Weave will let you know when your file has been successfully uploaded. Weave will also alert you if any files have mild (yellow) or critical (red) formatting errors on the Upload Preview Page. If needed, correct any formatting errors found and click the re-upload button. Click on the Filter Columns icon and remove unnecessary columns to expand the view of your columns you wish to see more info in.
Note: You can override Mild formatting errors and upload the CSV. Critical errors can be ignored but the row with the error will not upload.
If you don't see a success screen upon uploading your CSV file, but instead the page fails to load or look blank then you may have one of these two common issues:Computer time not synced with the Universal Time Coordinate (UTC)
For example, if you have set the time on your computer to be five minutes ahead of the UTC time this can cause problems. Follow the instructions in the links below to correct the time on your computer:
Ghost Columns
A Ghost Column on a spreadsheet looks empty but actually contains data.
Because Ghost Columns are invisible you won’t see them in Excel. Excel always shows an infinite number of “potential columns” if you scroll to the right. However, Ghost Columns usually cling to the immediate right of the last valid column with data in it.
How do I know if I have a Ghost Column?
In order to see the data in the columns, you need to open the CSV file with a basic text editing program like NotePad or WordPad:
- Navigate to the file in your internet browser
- Right-mouse click and choose Open with
- Select the program you wish to use (typically NotePad)
The file will open in a raw format - no pretty lines like in Excel. You will see all the same data, one row on top of the other.
Between each entry on a row is a comma, which represents a dividing vertical line, AKA a column divider. If there are Ghost Columns, they will appear as multiple commas side-by-side.
Since each commas is a divider, two commas back-to-back means there is a blank spot in the row. Usually you will see these duplicate commas to the right of patient data. Please note though that there will always be one comma at the end of a row, representing the final boundary of the last valid column.
How do I get rid of a Ghost Column?
There are two ways to get rid of a Ghost Column:
Remove the Ghost Columns from NotePad
(or other basic text editing program)Remove the Ghost Columns from Excel
(or other spreadsheet program)1. Delete the extra commas on each row
2. Save the file
1. Count the number of extra commas in NotePad
2. Delete the corresponding amount of columns in Excel
(if you're unsure of how many columns to delete, it's never a bad idea to just delete a bunch of them)3. Save the file
Tip: If you want to test the file after saving it, you can reopen it again with Notepad to see if the extra commas have vanished.
Try uploading the CSV file again in your Weave Portal. Assuming no other errors appear, you should see the Success Screen this time. Congratulations, the ghosts have been banished!
Duplicate Contact IDs
Weave will only upload one contact per unique ID. If there is a duplicate contact where they have the same unique ID, Weave will only upload the first contact.
Remove Duplicates Before Uploading Your CSV File
Before you upload your CSV file into the Weave Portal, check for duplicates within your spreadsheet.
How to check for duplicate IDs in Microsoft Excel
- Open up your excel spreadsheet
- Select all data
- Click Data in the toolbar
- Select Remove Duplicates
- Select the column of the unique ID (the column that will be identifying duplicates)
- Select OK
Done! You will receive an alert message with the items removed. This means that all duplicates will be removed from the spreadsheet.
How to check for duplicate IDs in Google Sheets
- Open up your google sheets spreadsheet
- Select the column you are checking for duplicates (you should be checking the unique ID column)
- Click Format
- Click Conditional Formatting
- Click Add New Rule
- Set Format cells if to: Custom formula is:
- Set value to: =countif(A:A,A1)>1
- Set the formatting style
- Ensure the range applies to your column (e.g., A1:A100)
Done! Anything you write in the A1:A100 cells will be checked, and if there is a duplicate (occurs more than once) then it will be colored. For multiple columns, use countifs.
Still unsure how to do it? Watch this video.
Remove Duplicates After Uploading Your CSV File
If you did not remove the duplicates before uploading your CSV file, you will receive the error message that says Success… Almost if there are duplicates or other errors.
Weave only shows the first 50 errors, so if there are more than 50, you will need to check for errors and/or duplicates within your spreadsheet.
Since Weave uploads the first contact (from the top of the spreadsheet) with a specific unique ID, the others will not be uploaded.
We recommend checking your duplicates to ensure that the top one (first one) has the correct information that you want uploaded into Weave.
- If yes, then no need to take any action. The duplicates simply will not be uploaded into Weave.
- If no, then you will need to re-upload the CSV file after removing duplicates in order to replace the original contact that was uploaded from the first CSV upload.
Generating a Unique ID
Some Practice Management Softwares or data bases may not assign a unique id to each customer. Weave uses the unique ID to store that patients data. Since this is a required field for the CSV upload, follow these instructions on how to assign or generate a unique id in Excel.