Getting Started

New to Weave? Follow this Onboarding Checklist for Admins to get started with Weave.

 Technical Preparation

 Getting Started

• Download the Weave Desktop App
  You will need the Desktop App downloaded on all computer stations that will be using Weave. 
• Add Users to your account
  Each person in your office who will be using Weave needs their own unique username and password to log in. 
• Download the Weave Mobile App
  Take Weave on the go with our Mobile App.
• Getting Started with Weave (Weave Academy Course)
  Prepare your staff for the transition to Weave by having them take this introductory course.

 Software Setup

• Sync your Practice Management Software Data
  Your Onboarding Manager will help you get your Practice Management Software synced to Weave.
  • • Once connected, you will need to verify your data source to get your data syncing.
• Set up Payments Account
  To use Text to Pay or any of our Payments features, you will first need to set up your Payments Account with Stripe.
• Set up Weave Reviews (Premium Feature)
  To start collecting Reviews with Weave, you will need to connect your Google and/or Facebook Business accounts to Weave.
• Set up Auto Reminders
  Customize and enable your Auto Reminders. The availability of certain Auto Reminders depends on your Practice Management Software.

Customize Your Phone System 

Phone customizations are only applicable for customers who purchased the Weave phones.

• Set Office Hours
  The Office Hours setting controls when your phones will ring and when specific Voicemail Greetings will be played.
• Set Up Voicemail
  Follow these instructions to record your voicemail greetings and set up your Voicemail.
• Call Recording
  If desired, you can choose to turn on call recording to record your calls on your Weave phones. Be sure to check the call recording laws in the state your business is located.
  
• Set up Missed Call Text (Premium Feature)
  Customize your Missed Call Text messages and toggle them on to prepare for going live.
• Request Additional Phone Customizations
  Your Onboarding Manager will help you customize your phone system to your preferences. For ideas, visit our Phone Customizations article.

Training (Weave Academy)

• Practice Using Your New Phones
  The best time to learn how to use your new phones is after your phones are installed, but before the phone system is live. Take this course to practice with your new phones.
• Getting the Most Out of Weave 
  Once everything is set up, learn how to use Weave with our collection of courses designed to help you get the most out of Weave.

Additional Product Setup

New to Weave? Follow this Onboarding Checklist for Admins to get started with Weave.

WeaveCore Onboarding Checklist

 Technical Preparation

 Getting Started

• Download the Weave Desktop App
  You will need the Desktop App downloaded on all computer stations that will be using Weave.
• Add Users to your account
  Each person in your office who will be using Weave needs their own username and password to log in. 
• Download the Weave Mobile App
  Take Weave on the go with our Mobile App.
• Getting Started with Weave (Weave Academy Course)
  Prepare your staff for the transition to Weave by having them take this introductory course.

 Software Setup

• Upload or add contacts to Weave
  You can add your customer base to Weave through a mass upload (CSV file) or by creating manual contacts through Weave.
  
  • • Mass Upload (CSV) Instructions
    • CSV Upload Troubleshooting
    • Manual Contact Instructions
• Set up Payments Account
  To use Text to Pay or any of our Payments features, you will first need to set up your Payments Account with Stripe.
• Set up Weave Reviews (Premium Feature)
  To use Weave Reviews, you will need to connect your Google and/or Facebook Business accounts to Weave.

 Customize Your Phone System

• Set Office Hours
  The Office Hours setting controls when your phones will ring and when specific Voicemail Greetings will be played.
• Record your Voicemail Greetings
  Follow these instructions to record your voicemail greetings and set up your Voicemail.
• Call Recording
  If desired, you can choose to turn on call recording to record your calls on your Weave phones. Be sure to check the call recording laws in the state your business is located.
  
• Set up Missed Call Text (Premium Feature)
  Customize your Missed Call Text messages and toggle them on to prepare for going live.
• Request Additional Phone Customizations
  Your Onboarding Manager will help you customize your phone system to your preferences. For ideas, visit our Phone Customizations article.

Training (Weave Academy)

• Practice Using Your New Phones 
  The best time to learn how to use your new phones is after your phones are installed, but before the phone system is live. Take this course to practice with your new phones.
• Getting the Most Out of Weave
  Once everything is set up, learn how to use Weave with our collection of courses designed to help you get the most out of Weave.

Additional Product Setup

Quickly login to your Weave account to see a history of your charges and payments.

1. Login to the Weave Admin Portal
2. Select Account in the left side bar
3. Click Billing

Below your payment information, you’ll see a list of invoices. They are categorized by date but also include an invoice name to reference with Weave support if needed.

Paid status means paid in full. Any partial payments will still appear as unpaid on the invoice history.

Select the Dropdown Arrow next to an invoice to see a quick breakdown of the charges. Select the Preview icon for a more detailed report.

Export Your Invoice as a PDF

1. Login to the Weave Admin Portal
2. Select Account in the left side bar
3. Click Billing
4. Select the Preview icon next to the invoice you would like to export
5. In the top right corner, select the PDF icon
6. Use your computer’s system to either print the invoice or save it to your computer as a PDF

All staff members in your office who will be using Weave must have their own login with their own user email and password. This is a HIPAA requirement for security purposes. This article explains how to add, edit, or delete a Weave user.

You can add and manage users in your Weave Portal. Select the appropriate tab below for instructions to add, edit, or delete a user.

Ensure the security of your Weave accounts by adjusting login settings to fit your office’s needs.

1. Go to the Weave Portal 
2. Select Account in the menu on the left side 
3. Click Password Policy from the dropdown
4. Select Edit in the top right corner
5. Choose from the list of requirements by selecting the box next to the setting
6. Select Save
7. Select I Agree in the pop-up window to verify your changes

You can change settings involving complexity requirements, password age, and the lock-out process.

Complexity Requirements are evaluated when a password is changed. Password Age and Lock Out rules are evaluated every time a user logs in.

These settings would be applied right away (with no change from user necessary). The exception is the "Enforce password history for 4 passwords" rule. This is part of the Password Age settings, but is only evaluated when a password is changed.

Steps to verify your data source to get your data syncing to Weave.

Verify Your Data Source

Once Weave connects with your Practice Management Software, you will need to verify your data source in order for the data to start syncing. This keeps your data safe and secure in the data syncing process.

To verify your data source,

1. Go to your Weave Portal
2. Select Data Sources from the left side menu
3. Click on the settings icon next to the data source you wish to verify
4. Select Verify from the dropdown menu
5. Answer the verification question

   Note: You will need to reference your Practice Management Software and/or scheduling system to properly answer the question. 

6. Select Verify Data

If you answered the verification question correctly, the status will change to Verified and your data will be syncing with Weave.

If you answered the verification question incorrectly, it will lock the data source. You will need to contact our Support team to have it unlocked before trying again.

Verification Statuses

• Not Verified:  This means that the data has not yet been verified by your office.
• Locked: This means that the data verification failed. Contact our Support team to have it unlocked before trying again.
• Verified: This means that you successfully verified the data source and your data is properly syncing with Weave.

Hey, it happens! If you have forgotten your Weave password, follow these instructions to reset your password.

Reset My Password

1. From the login screen on your Weave Desktop App, click on Reset Password below the sign in section
2. Click Sign in once directed to the Weave Portal and then Need Help Signing In? 
   

   Note: For best results use Google Chrome. Windows Explorer is not supported by this application

3. Select Forgot Password?
4. Type in your email address that you use to log into Weave
   

   Tip: If you cannot remember the email address you use for logging into Weave, ask your office administrator to look at your user account in the Weave Portal and give you the email associated with your user profile.

5. Click Reset via Email
6. Click on the link in your email to go to the reset password screen

1. Type in a new password
2. Type in the password again for verification
3. Click Reset Password
   

You can now log into your Weave Desktop App with your new password.

Reset Another User's Password

If one of your staff members have forgotten their password, you can send a password reset request from the Weave Portal. 

1. Click the menu icon at the top right corner of your desktop app
2. Select Admin Portal to open up the Weave Portal in your internet browser
3. From the menu on the left, select Account
4. Select Users from the dropdown
5. Click on the pencil icon next to the user's name that you would like to edit
6. Click Reset Password
7. Instruct the team member to pull up the email or text from Weave to finish resetting their password

Once the team member finishes resetting their password, they will be able to log into Weave.

To our customers – 

You may have seen in the news that a critical vulnerability (CVE-2021-44228) was identified earlier this month impacting a commonly used open-source Apache “Log4j2" utility. We take the security of our systems and our customers’ data very seriously, and we wanted to give you a bit of detail on what Weave has done to verify that the Weave platform is not impacted.

Upon learning of this security issue, Weave swiftly conducted an internal review to identify potentially impacted systems and services providers. Our review showed that Weave’s systems and software do not use this and are therefore not vulnerable to this security issue. We also confirmed that all critical service providers have taken appropriate steps to identify impacted systems and implement corrective measures.

We will continue to monitor the impact of this vulnerability and to keep our systems secure. We will update you if there are any significant developments. If you have any questions regarding this or any other security issue, you can reach me and my team at security@getweave.com.

Matt Hillary, Chief Information Security Officer

Weave employs multiple layers of security to protect your data. 

At the organization layer, Weave has a dedicated security team, with a Chief Information Security Officer leading a team with security compliance, security engineering, security operations, and application security expertise to influence the secure handling of your data, and secure development and operation of Weave’s products. These team members monitor for incidents, events, and insecure configurations that may lead to the compromise of Weave’s products or your data.

At the physical and infrastructure layers, Weave’s products are hosted on Google Cloud Platform (GCP) and Amazon Web Services (AWS) -- both of which have favorable compliance reports including an ISO 27001 certification and SOC2 Type 2 report, demonstrating their security practices adhere to industry best practices.

At the data layer, your data is encrypted in transit and at rest in backend databases and object stores using industry accepted encryption protocols (TLS 1.2 or higher; AES-128 or higher) with known strong ciphers. Patient images, voicemails, and call recordings are encrypted with unique encryption keys for each subscriber. Encryption keys are stored only in memory by our services, and are encrypted on disk behind our key management system.

At the systems and software layer, Weave’s products are developed using OWASP Top 10 to guide the secure development practices. Systems are scanned for known vulnerabilities, and vulnerabilities are provided to the appropriate internal engineering teams to remediate in a timely manner commensurate with the severity of the vulnerability. Code development uses Continuous Integration (CI) and requires code change peer reviews and approvals prior to code being merged into the main code branch.

Weave is committed to keeping your data secure as it builds great technology for small businesses. As operating systems stop receiving security updates, they can no longer protect your customer data effectively. 

To benefit from everything Weave has to offer, a supported operating system must be installed on each of your desktops and/or servers.

Desktop App Requirements

The Weave Desktop App will be installed on each computer station in your office that needs access Weave.

The following is a list of supported desktop operating systems and when each will no longer be considered secure, thus not supported by Weave.

Software requirements change over time, so make sure to keep your computers updated. For more detailed information on how to upgrade to a supported desktop operating system, you can reference these pages from Microsoft and Apple.

Server Requirements

If you signed up for the integrated version of Weave and have a server-based Practice Management Software, a sync application will need to be installed on your server. 

The following is a list of supported server operating systems and when each will no longer be considered secure, thus not supported by Weave.