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Download the Weave Desktop App
The Weave Desktop App will need to be downloaded on each computer station that needs access to Weave. Follow these instructions to download the Weave desktop app.
Note: If you have an old version of Weave that you need to delete before installing a newer version, see Deleting Weave Software for instructions on how to delete an existing file.
Windows version Mac version Linux version Video Overview
Installing Weave on a Windows Computer - Video Overview
Installing Weave on a Mac Computer - Video Overview
Installing the Desktop App
- On the Weave Portal home page, select the Download Weave App button in the top right corner
- Select Download Software
Note: You can also click on one of the buttons below to download the app installer
Windows version Mac version Linux version - Run the downloaded installer
Note: The steps to find the installer will vary depending on the browser you're using
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Go to your downloads folder and run the installer
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Click install > next > finish
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- Log in to the Weave Software
Need to sync your software to your Weave phones? Click here for instructions.
Manually Update Your Weave Desktop App
If you're having trouble with the desktop app, you may need to check for software updates.
- Open the desktop app and select the
Menu in the top right corner
- Select
Settings
- Click
Updates in the menu
- On the Updates page, select Check Now
- If a new update is available, a green button will appear in the top menu bar
- Click the green button and then Restart to initiate the update
Common Errors
When downloading the Weave desktop app, your browser may give you an error or warning. Here is how to continue the download depending on the browser you are using:
The error pop-up window will show:
"Windows protected your PC: Microsoft Defender SmartScreen prevented an unrecognized app from starting. Running this app might put your PC at risk."
- For this error, click More info directly below the message
- Select the Run anyway button in the bottom right corner
"Make sure you trust Client.exe before you open it: Microsoft Defender SmartScreen couldn't verify if this file is safe because it isn't commonly downloaded. Make sure you trust the file you're downloading or its source before you open it."
- Below the file information, click Show More
- Select Keep Anyway
Another pop-up will say:
"Client.exe isn't commonly downloaded. Make sure you trust Client.exe before you open it."
- Click the
Ellipses icon
- Choose Keep from the dropdown
After clicking the Client.exe downloaded file, you may see:
"Windows protected your PC: Microsoft Defender SmartScreen prevented an unrecognized app from starting. Running this app might put your PC at risk."
- For this error, click More info directly below the message
- Select the Run anyway button in the bottom right corner
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Getting to Know Weave
Become familiar with Weave terminology used in help guides and training.
Learn how the software will help your office in the Weave Level 1 Certification in Weave Training Camp.
Weave Desktop Application (App)
This is where you will use Weave in day-to-day interactions with customers. You can text, call, email, collect payments, and more within the desktop app. Learn how to download.
Find features and products within the buttons on the home page.
Search for anything in Weave - including products or customer profiles - and find quick links to popular features using the search bar on the home page.
Change your location, adjust settings, reach support, and navigate to the Weave Portal within the menu at the top right corner.
In the top bar, you can quickly:
- Return to the home page
- Check chats within your team or Weave support
- Change locations (for multi-office accounts)
- See which location you are currently working in
- Access Weave Quick Help
Change the Weave Desktop Icon Colors
Choose between
filled (blue) and
outline (white) icons on your home page.
- Click the
Menu icon in the top right corner of the desktop app
- Select
Settings
- Click
General
- In the Home Screen Appearance dropdown, choose between Filled Buttons and Outline Buttons
The new setting will automatically save.
Weave Portal
Head to the portal in a web browser to see administrative tasks and settings. This is also known as the Admin Portal. Open the Weave Portal.
Here's what it looks like:
The navigation bar is the menu on the left side of the Weave Portal. There you will find sections where you can find the settings and features you would like to access.
Looking for information on the mobile app? Find that Getting to Know guide here.
Other terminology
Ellipses Menu:
Sometimes in the desktop app, you'll see an ellipses icon with three dots to signify there are more options available.
Filter:
In features and products such as reviews, payments, and schedule, you'll see three funneled lines to signify there are options to filter the results you see.
Notifications: Pop-ups in the app for messages, reviews, and more
Tabs: Different sections you can click at the top of a page, such as in Users in the Weave Portal.
Mobile Application (App): You can download Weave on your mobile device to access messages, phone calls, emails, and more from anywhere. Learn how to download.
Weave Phones: Any phone distributed by Weave
Phone Tree: Prompt customers that call into your office to the correct extension through phone trees. You may have heard similar products called call trees, auto-attendant, or IVR (interactive voice response).
Call Pop: A feature that allows you to see customer information as they call before you answer the phone
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Download the Weave Mobile App
Take work on the go with Weave's mobile app, available on Android and iOS devices.
Note: You must be granted access to the mobile app in order to log into the mobile app.
If you want to change the mobile access permission settings for a user, you will need to edit their user access settings.
Weave Portal
- On the Weave Portal home page, select Download Weave App
- Use the iOS and Android tabs to select your device type
- Scan the QR code on your device
WeaveHelp QR code
You can also download the mobile app by scanning these codes:
Click here to download the iOS mobile app or scan this code:
Once you download the mobile app, you can log in using the same email address and password that you use to log into the desktop app.
iOS Supported Versions:Click here to download the Android mobile app or scan this code:
Once you download the mobile app, you can log in using the same email address and password that you use to log into the desktop app.
Android Supported Versions:-
7.0
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7.1- 7.1.2
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8.0
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8.1
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9
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10
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11
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12
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12.1
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13
Note: Mobile app features may differ in availability from the desktop app and Weave Portal. See the Getting to Know the Weave Mobile App article for more information.
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Getting to Know the Weave Mobile App
The Weave mobile app puts the power of Weave into your iOS or Android phone or iPad. Watch this short video to see an overview of what the Weave mobile app can do!
Reach your customers on the go through calls, messages, your schedule, and more. Learn how to download.
Find features and products within the buttons on the home page.
Change your location by tapping the current location shown under your name.
Adjust your office hours, notifications, patient settings, departments, auto text (automated messages), and review preferences by selecting Settings from the home page.
Quickly email the Weave Support team or leave feedback by tapping the corresponding buttons at the bottom of the screen.
When you're all done, you can quickly log out in the bottom left corner.
Here are some other things you can do in the mobile app:
- Send messages from and manage your schedule
- Send your message templates
- Turn on and add a greeting for Voicemail Override
- Turn on notifications for your device
- Use landscape mode on your iPad
Looking for information on the other Weave platforms? Find the Getting to Know Weave guide here.
Note: If you're having problems with the mobile app crashing, try reinstalling the app and updating your device's software.
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Logging Into Weave
Ready to get started? Let's get you logged into Weave.
Log into Weave
- Launch the desktop app
- Enter your email and password
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Click Sign In
- Open the Weave Portal
- Enter your email and password into the sign-in page
- Click Log In
Start by downloading the mobile app
- Launch the mobile app
- Enter your email and password
- Click Login
Tip: If you've forgotten or lost your password, follow the steps in Reset a Password.
Troubleshooting TipsHaving issues logging in? Try these steps:
- Try resetting your password by selecting the link on the Weave portal or desktop app
- Make sure you are using an updated version of Google Chrome
- Have an office admin make sure that your user information is correct
- Have an office admin remove your user information in the Weave portal and re-add your email
Switching Locations
Unify is a specific package for multi offices and may not be a part of your current Weave software.
If you manage multiple locations, you can switch between them by following the instructions below:
- Open the menu by selecting the
menu in the top right corner
- Select
Change Location
- Select the desired location
You can also click the
Office Location in the top bar and select the desired location.
- Select
Office Locations from the left side menu
- Select the desired location from the list or use the search bar
- Tap your name at the top of the home screen
- Tap the Log In button next to the desired location
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Placing a Call Through Weave Apps
Making an outbound call to a client is available no matter where you are. There are a few different ways to do it.
Click
Phone. Place a call through one of these options:
- Click on the
Dial Pad icon in the bottom right corner of the Call tab and enter the number you’d like to call
- In the Voicemail tab, click on a voicemail and the
Phone icon to return the call
Tip: If you're having trouble placing a call, check your wifi connection or switch to data. Try reinstalling the mobile app to the newest version and check for updates on your device. If this does not work, contact support.
Click
Phone. Place a call through one of these options:
- Select a number from any of the calls on the
Recent Calls tab
- On the
Patients or Clients tab, select a profile and then tap on the
Phone icon
- Click on the
Dial Pad tab and enter the number you’d like to call
You can also select a profile from the
Customers Icon on the main page and then tap the phone icon.
Tip: If you're having trouble placing a call, try manually syncing your phone. Clear the cache on your computer. Delete the Weave desktop app and reinstall.
You can place calls even easier with a Softphone added to your desktop user. Learn how to create and then use the Softphone feature. To learn how to place a call on your Weave phone, refer to our Phone User Guides.
- Click on the
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Weave Plus Bundles
Overview of what is included in your WeavePlus bundle, whether using the Elite, Pro, or Essentials bundle.
Tip: Not sure which Weave bundle your office has? Learn how to Identify Your Product Bundle. Learn about Weave Core Bundles.
Weave Plus Bundles
There are specific management systems that Weave can pull more details from such as upcoming scheduled appointments. Because of this connection, Weave can offer offices with these systems more features such as the Schedule App and Auto Reminders. This is because Weave is able to synchronize with the more in-depth information housed in the practice management system.
Note: The availability of some of these features depends on your Practice Management Software. For capabilities available to your office, please talk with a member of our Customer Success Team.
Weave Plus Products & Features
**Available only in the Elite bundle
*Available only in Pro and Elite bundles
Premium and add-on features can be included in the Weave Plus bundle for an additional amount. This includes a $20 fee after your first upload of 20 forms for digitization.
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Weave Core Bundles
Overview of what is included in your WeaveCore bundle, whether on the Elite, Pro, or Essentials bundle.
Tip: Not sure which Weave bundle your office has? Learn how to Identify Your Product Bundle. Learn about Weave Plus Bundles.
Weave Core Bundles
No matter what your management system is, you can use Weave. You can export customer or patient profile information from your management system and then upload it to Weave via CSV Upload. This will allow you to use all Weave’s core functionality such as Two-way Texting, Reviews, Text to Pay, and more. WeaveCore allows you to communicate and engage with the people who have profiles in your management system.
Weave Core Products & Features
Weave Core Elite Weave Core Pro Weave Core Essentials Weave Core Mobile App Mobile App Mobile App Mobile App Phone tree Phone tree Phone tree Phone tree Call Queue Call Queue Call Queue Call Queue Two-way Texting Two-way Texting Two-way Texting Two-way Texting Call Analytics Call Analytics Call Analytics Missed call texting Missed call texting* Missed Call Text (premium feature) Team Chat Team Chat* Team Chat Fax Fax Fax Fax (premium feature)
Call Pop Call Pop Call Pop Call Pop QuickFill QuickFill* Quick Fill Reviews Reviews Reviews (premium feature) Email Marketing Email Marketing Email Marketing Text Connect** Customer Profile Management Customer Profile Management Customer Profile Management Customer Profile Management Text to Pay Text to Pay Payments Payments Payments Payment Terminals (add-on)
Online Scheduling** Online Scheduling (add-on) Digital Forms** Digital Forms (add-on) Insurance Verification** (Dental Only) 3000 Bulk Messages 1500 Bulk Messages 500 Bulk Messages **Available only in the Elite Bundle
*Available only in Pro and Elite bundles
Premium and add-on features can be included in the Weave Core bundle for an additional amount. This includes a $20 fee after your first upload of 20 forms for digitization.
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Identify Your Product Bundle
Identify your Weave product bundle so you can make the most of the features available to you.
Use the Weave desktop app to determine what bundle of Weave your office has.
- Select the
menu icon at the top right
- Select
Settings
- Select
General
- Note your Product Bundle to the right of Software Plan
More Information
To learn more about Weave Product Bundles, you can view the following articles:
- Select the
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Management Systems Compatible with Weave Plus
Overview of management systems that are compatible with WeavePlus.
Weave works differently with every management system. (See Your Practice Management System and Weave for more info).
Because so many management systems work with Weave Core, we have not given a full list of providers here. More Weave functionality is available for specific management systems. Below are the current management systems enabled for more WeavePlus compatibility.
Tip: Not sure which Weave bundle your office has? Learn how to Identify Your Product Bundle.
Note: Weave Plus does not work the exact same way across each of these systems. For capabilities available to your office, please talk with a member of our Customer Success Team.
Management Systems Compatible with Weave Plus
Select a vertical below to view compatible management systems with Weave Plus:
Dental/Ortho
- Carestream Sensei (U.S. only)
- Cloud9Ortho
- CurveDental
- Denticon
- Dentimax version 18+
- Dentrix Enterprise
- Dentrix Canada
- Dentrix G3-G6.2-7 & G22-23
- Dolphin
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Dolphin Blue
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Dolphin Cloud
- DSN
- Eaglesoft 15 - 23
- Eaglesoft Insight
- Easy Dental - Dentrix
- Eddson
- Fuse (Patterson - Eaglesoft Cloud)
- MacPractice DDS
- Oasys
- OpenDental
- Ortho2 Viewpoint
- OrthoTrac Cloud 14+
- OrthoTrac Server
- PracticeWeb (OpenDental)
- PracticeWorks 7-10
- PracticeWorks Cloud 10.1+
- Softdent 14-19
- Softdent Cloud 16.2.8+
- WinOMS Cloud 10+
- WinOMS Server
Optometry
- Acuity Logic
- Compulink
- Crystal PM
- EyefinityEPM
- MacPractice 20/20
- MaximEyes.com
- Officemate Enterprise
- OfficeMate Version(s) 10+
- ODLink V17+
- RevolutionEHR
- Uprise
Veterinary
- Advantage+ (Covetrus Connect)
- AviMark (Covetrus)
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ClienTrax (Covetrus)
- CompleteClinic (Covetrus Connect)
- Cornerstone Server
- DaySmart Vet (Formerly Vetter)
- DVMManager (Covetrus Connect)
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DVMax (Covetrus)
- HVMS (Covetrus Connect)
- Impromed (Covetrus)
- Impromed Triple Crown (Covetrus Connect)
- Intravet SQL On-Prem v4.5+
- NaVetor
- ProVet
- Pulse (Formerly eVetPractive)
- Stringsoft (Covetrus Connect)
- VIA (Covetrus Connect) v4.3.5+
- VTech Platinum (Covetrus)
Medical/Specialty
- Advanced MD
- AthenaHealth AthenaCollector
- Dr Chrono
- EMA
- InsightGo - Clinicient (Forms Only)
- Mac Practice DC
- Mac Practice MD
- MindBody
- ModernizingMedicine (ModMed)
- Nextech 14.1+
- Nextech Practice+
- Sycle Private Practice
- Sycle Pro
- TotalMD
- TrakNET
I don’t see my management software, does that mean I can’t get Weave?
The core functionality of Weave can work with any management system you provide, even if it is an excel spreadsheet! Review more about Weave Bundles in Your Management Software and Weave.
If you don’t see your system in the list above, know that you can still enjoy WeaveCore with all the key functionality. Thousands of successful businesses use WeaveCore daily.
You can submit a request to our Product Team to have your practice management system prioritized for WeavePlus capability. Use the button below to submit your request, and we’ll notify you if your system comes online for WeavePlus functionality in the future.
Not a current Weave customer?
See how Weave integrates with your system and get a free demo today!
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Your Management System and Weave
Learn about the relationship between Weave and your management software.
Your Management System and Weave
There are many management systems that Weave works with to help businesses communicate with their customers. Your management system is likely a flavor of one of these:
- Practice Management Software (PMS)
- Electronic Health Record System (EHR)
- Customer Relationship Manager System (CRM)
- Fields Service Management System (FSM)
While each management system is different, Weave can help. That said, the Weave functionality available to you depends on the management system that you use.
Does My System Integrate with Weave?
Weave works differently with almost every management system, from automatically syncing customer and appointment information to managing data with a simple Excel sheet. Often you might hear the word “integration” when talking about this topic, so let’s look at that term in more detail.
Integration - what it actually means
Weave either integrates with your system or not, right? ….Wrong! It is easy to think that in order for Weave to work with your management system it requires an “integration”, but that isn’t true. While Weave might not have a direct integration with your management system, you can easily add your customers to Weave to get the most out of our key functionality. Let’s look at the two ways below:
Weave Core: Upload profiles to Weave
No matter what your management system is, you can use Weave. You can export customer or patient profile information from your management system and then upload it to Weave via CSV Upload. This will allow you to use all of Weave’s core functionality such as Two-way Texting, Reviews, Text to Pay, and more. WeaveCore allows you to communicate and engage with the people who have profiles in your management system.
Weave Plus: Data synchronization for additional functionality
There are specific management systems that Weave can pull more details from such as upcoming scheduled appointments. For these systems, Weave can do this without requiring the CSV upload. Because of this connection, Weave can offer offices with these systems more features such as Online Scheduling and Auto Reminders. This is because Weave is able to synchronize with the more in-depth information housed in the practice management system.
There are also several different ways management systems can integrate depending on the product. You can find more information on each of those:
Weave Bundles
Currently, there are two Weave bundles available depending on your practice management system. Learn more about what may be included in your bundle:
Weave Core Weave Plus Tip: If your office has Weave, follow these steps to identify your product bundle inside of Weave.
Not a current Weave customer?
See how Weave integrates with your system and get a free demo today!
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Weave Plus Onboarding Checklist
New to Weave? Follow this Onboarding Checklist for Admins to get started with Weave.
Note: This checklist is for customers who signed up for our Weave Plus bundle. For our Weave Core Onboarding Checklist, click here.
Before beginning the checklist, make sure you complete the following steps:
Technical Preparation
Prepare your network for your new Weave PhonesPrepare to install your Weave Phones by doing the following:
- Verify your ethernet port availability. Each phone needs access to a nearby ethernet port for internet connection. One Weave phone can share an ethernet port with a single computer if needed.
- Make the necessary network changes provided by Weave before your phones get installed. This may include configuring or updating your router, addressing latency issues, or bridging your modem to your router.
- Connect your phone to the network.
Contact your Onboarding Manager if you have further questions.
Review Software Requirements for installationBefore installing the software, make sure that your computers meet our software requirements.Check your network readinessLook over the Weave Partner Network Readiness Checklist.
Weave Plus Onboarding Checklist
1. Software Installation/Configuration
- Download the Weave desktop app on all computer stations using Weave.
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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.
Note: If you have a multi-location account, you can use the same password for each location.
- Register for the Weave Level 1 Certification to learn more about Weave and our services.
2. Phone Customizations
Start thinking about how you want to customize your phones.
- Here are some of the most common phone customization features that are available with your new Weave phone system.
3. Phone Installation
Get ready for your new phones.
- Continue working on the Weave Level 1 Certification in Weave Training Camp.
- Practice using your new Weave Phones
- Set office hours. This controls when your phones will ring and when specific voicemail greetings will be played.
- If you would like to use the phones before your port date, reach out to your current phone provider and ask them to forward all incoming calls to your Weave test number given during implementation. Calls will come into your main number and ring straight to the Weave phones without downtime.
- Set up voicemail.
- Select hold music.
- Have your staff complete the Weave Level 1 Certification in Weave Training Camp.
4. Transfer (Port) Your Numbers
Weave will become your new phone provider.
- Make sure your phone numbers are ready for the transfer by ensuring they are NOT tied to:
- Credit card machines
- Alarm systems
- Internet service
- Any other services
- Make sure you have completed the Weave Level 1 Certification in Weave Training Camp.
Ongoing Support and Training
- Bookmark WeaveHelp to search for answers to ongoing product questions.
- Attend monthly live WeaveLab Webinars for product updates. You'll see the invitations come across your email.
- Contact support to resolve any technical issues.
- Contact your CSM team at customersuccess@getweave.com for any account-related questions, best practices, or product add-ons.
Additional Product Setup
Online SchedulingIf you signed up for Online Scheduling, you will need to set this up in your Weave Portal before posting it on your website.
Setup Instructions Learn More Digital FormsIf you signed up for Digital Forms, you will need to build your Forms and add your business information in your Digital Forms Dashboard.
Setup Instructions Learn More Payment TerminalsIf you signed up for our Weave Payment Terminals, you will need to set them up in order to start collecting in-office payments.
Setup Instructions Learn More Text ConnectIf you signed up for Text Connect, you will need to install it in order to begin using it on your website.
Setup Instructions Learn More Insurance VerificationIf you signed up for our Insurance Verification, get familiar with the product using WeaveHelp.
Setup Instructions Learn More -
Weave Core Onboarding Checklist
New to Weave? Follow this Onboarding Checklist for Admins to get started with Weave.
Note: This checklist is for customers who signed up for our Weave Core bundle. For our Weave Plus Onboarding Checklist, click here.
Before beginning the checklist, make sure you complete the following steps:
Technical Preparation
Prepare your network for your new Weave PhonesPrepare to install your Weave Phones by doing the following:
- Verify your ethernet port availability. Each phone needs access to a nearby ethernet port for internet connection. One Weave phone can share an ethernet port with a single computer if needed.
- Make the necessary network changes provided by Weave before your phones get installed. This may include configuring or updating your router, addressing latency issues, or bridging your modem to your router.
- Connect your phone to the network.
Contact your Onboarding Manager if you have further questions.
Review Software Requirements for installationBefore installing the software, make sure that your computers meet our software requirements.Check your network readinessLook over the Weave Partner Network Readiness Checklist.
Weave Core Onboarding Checklist
1. Software Installation/Configuration
- Download the Weave Desktop App on all computer stations 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.
Note: If you have a multi-location account, you can use the same password for each location.
- Register for the Weave Level 1 Certification to learn more about Weave and our services.
- Upload or add contacts to Weave. You can add your customer base to Weave by
- Mass Upload (CSV File) - Use these troubleshooting steps if you experience issues
- Creating Manual Contacts
2. Phone Customizations
Start thinking about how you want to customize your phones.
- Here are some of the most common phone customization features that are available with your new Weave phone system.
3. Phone Installation
Get ready for your new phones.
- Continue working on the Weave Level 1 Certification in Weave Training Camp.
- Practice using your new Weave Phones
- Set office hours. This controls when your phones will ring and when specific voicemail greetings will be played.
- If you would like to use the phones before your port date, reach out to your current phone provider and ask them to forward all incoming calls to your Weave test number given during implementation. Calls will come into your main number and ring straight to the Weave phones without downtime.
- Set up voicemail.
- Select hold music.
- Have your staff complete the Weave Level 1 Certification in Weave Training Camp.
4. Transfer (Port) Your Numbers
Weave will become your new phone provider.
- Make sure your phone numbers are ready for the transfer by ensuring they are NOT tied to:
- Credit card machines
- Alarm systems
- Internet service
- Any other services
- Make sure you have completed the Weave Level 1 Certification in Weave Training Camp.
Ongoing Support and Training
- Bookmark WeaveHelp to search for answers to ongoing product questions.
- Attend monthly live WeaveLab Webinars for product updates. You'll see the invitations come across your email.
- Contact support to resolve any technical issues.
- Contact your CSM team at customersuccess@getweave.com for any account-related questions, best practices, or product add-ons.
Additional Product Setup
Online SchedulingIf you signed up for Online Scheduling, you will need to set this up in your Weave Portal before posting it on your website.
Setup Instructions Learn More Digital FormsIf you signed up for Digital Forms, you will need to build your Forms and add your business information in your Digital Forms Dashboard.
Setup Instructions Learn More Payment TerminalsIf you signed up for our Weave Payment Terminals, you will need to set them up in order to start collecting in-office payments.
Setup Instructions Learn More Text ConnectIf you signed up for Text Connect, you will need to install it in order to begin using it on your website.
Setup Instructions Learn More Insurance VerificationIf you signed up for our Insurance Verification, get familiar with the product using WeaveHelp.
Setup Instructions Learn More
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Install the Sync App (Integrate with Weave) - for Rev. Cloud EHR Only
Get started using the Weave platform by starting the sync with your practice management system.
This is for customers with Rev. Cloud EHR only at this time.
- After logging into the Weave Portal, select Data Sync from the left navigation menu
- Select Add New Integration in the top right corner
- Choose your practice management software from the dropdown list
- Enter your Revolution Username and password to start the Sync
- Click Submit Sync Request
- Select Done for Now
This will continue to sync even if you leave your computer.
The ability to install the Sync App on your own may not currently be available for your practice management system. If this is the case, you will receive the message to contact your onboarder or support for assistance.
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Roles & Permissions
Every employee has different roles in the office so Weave has its own roles and permissions so the right people have access to the right features.
Team Member Roles
Team member role allows the user basic viewing and access to weave. We generally recommend starting here and adding on additional roles for increased access control. It includes the following features:
Note: Team members can only access the forms dashboard by going to forms.getweave.com.
- Quickfill
- Team chat
- Viewing call logs
- Viewing reviews
- Text and email blasts
- Creating custom contacts
- Sending and receiving faxes
- Send review requests to customers
- Sending and receiving text messages
- Viewing patient lists and associated histories
- Sending forms and accessing forms dashboard
- Viewing the schedule and editing confirmation status
- Receiving and sending phone calls via softphone or physical phone
- Editing automated reminders, recalls, and other automated messages
Advanced team member includes all the functionality of a team member, with the addition of the following:- Change office hours
- Manage WeaveForms
- Update or change call groups
- View and edit voicemail box PIN
- View and change review settings
- Enable or Disable Call Forward settings
- Access to reply or delete a review response
- The ability to create and reset sync app credentials.
Admin Roles
This role will grant access to every feature, setting, and customization available. We recommend this be whoever is in charge of managing your business and Weave. You must always have at least one Super Admin, but you may have more.This role allows users to manage other members, including changing their roles, and deleting members.Note: Anyone who has access to this role has the ability to change other members' permissions, including their own. This opens the door for them to potentially elevate their own or others' access to Super Admin. Use caution when assigning this role.
Allows the user to upload, delete or otherwise edit CSV files related to manual customer upload.Payment Roles
Allows the management of stripe account setup, access to view invoices and billing info, refund payments, management of buy now pay later dashboard access, and data exporting for stripe.Enables users to send and refund payments, use text to pay, and process terminal payments.Phones Roles
Allows members to manage advanced call and phone system setup. This role encompasses phone user, plus the following:- Phone tree setup
- Set up Departments
- Create and edit call groups
- Modification of Call Queues
- Allows a member to listen to and manage call recordings
Can enable voicemail override, update office hours, and enable call forwarding.Grants access to the Weave Mobile App. Just toggle on for access.Digital Form Roles
Enables user access to manage the digital forms service, including editing, deleting and creating new templates.Note: For offices with incompatible integrations or no integrations at all, Forms Manager will be able to approve or reject submissions marked as Needs Review.
Allows the user to view data received from forms responses and control what is written back to the PMS
Note: Forms Provider will only see submissions for their review and approval in their Forms Dashboard.
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See Your User Role
For some actions in the Weave software, you'll need a specific role. See what role you currently have:
- Open the Weave Portal on your web browser
- Select
Account from the left menu
- Click Users from the dropdown
- Find yourself in the Users list
- Check the Role column to see your User Role
From here, you can see your role to the right of your name. If you have the Super Admin role, you can also edit and add users. If you do not, ask the admin in your office to make changes.
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View Your Weave Invoice History
Quickly login to your Weave account to see a history of your charges and payments.
- Login to the Weave Portal
- Select
Account in the left navigation menu
- 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
- Login to the Weave Portal
- Select
Account in the left navigation bar
- Click Billing
- Select the
Preview icon next to the invoice you would like to export
- In the top right corner, select the PDF icon
- Use your computer’s system to either print the invoice or save it to your computer as a PDF
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Update Your Weave Billing Information
Change or update the billing information for your Weave subscription with ease through the Weave portal.
Add a Payment Method:
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Login to the Weave Portal
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Select
Account in the left navigation menu
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Click Billing in the dropdown
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Select the+ Plus icon on the right side
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Update your payment information by filling out fields:
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Payment Type
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Card/Account Holder
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Card/Account Number
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CVV
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Zip
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Expiration Date
Select Submit
Choose Your Primary Card
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Click the
down arrow next to Payment Methods
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Toggle on
Make Primary Payment Method
Note: If another card is designated as the primary payment method, its toggle will automatically change.
Delete a Payment Method:
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Click the
down arrow next to the payment info
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Select Delete Payment Method
Note: In order to delete a payment method on file, you must have another payment method marked as primary.
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Add and Manage Users
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.
Note: Weave representatives cannot create new users or delete or change the role of current users. This function can only be done by a Weave Admin in your office. Contact your office administrator if you need a new user added.
You can add and manage users in your Weave Portal. Select the appropriate tab below for instructions to add, edit, or delete a user.
Note: For best results use Google Chrome. Windows Explorer is not supported by this application.
Add a New User
Note: With Weave Unify, if a user is assigned to multiple locations, you must be a Super Admin in the parent location to manage their user. The user must also have the same role across all locations. Learn how to change locations.
- Within the Weave Portal, select
Account from the left navigation menu
- Select Users from the dropdown
- In the upper right corner, click the Add User button
- Add the Email of the new user. Each user needs their own unique emails address assigned to their account
Note: If you are adding a user with an email that was previously added to the account and removed, an extra page will pop up to notify you that the email has been used before. Scroll to the bottom and confirm by clicking Send Invite. The team member will still have to finish creating the account before any edits can be made.
- Click Next
- Fill out all of the fields for the new user
Note: If you are using Weave Unify, toggle on Activate All Locations or search and toggle on each location you would like the user to have access to. Use the dropdown next to each toggle to choose a role.
- Use the Mobile Access toggle to decide whether you would like the user to have access to Weave through the mobile phone app
Tip: Users can be assigned multiple roles. View the permissions for each role.
- Click Submit and an invitation email will be sent to the user
- Instruct the team member to pull up the email from SendGrid to finish creating their account. Make sure they check their spam folder if they don't see the email.
Tip: If your team member is not receiving the message because the email entered is not correct, try deleting and creating a new user with the correct email.
Once the team member finishes creating their account, they will be able to log into Weave.
Tip: Users under the Team tab have finished creating their account and have access to Weave. Users under the Invitations tab still have not yet finished creating their account.
Edit a User
Note: All users have access to edit the personal information within their own profile. Only Weave Admins have access to edit another user's roles and permissions.
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Within the Weave Portal, select
Account in the left navigation menu
- Select Users from the dropdown
- Click on the
pencil icon next to the user's name that you would like to edit
- Edit the desired fields
- Personal information can only be edited by a user
- Roles and Permissions can only be edited by a Weave Admin in your office
- A user or Weave Admin can send a password reset request
- Click Submit
Add a User Photo
Each user in your office with the mobile app enabled can add a photo to their profile.
- Log in to the Weave mobile app on your device
- Tap on the user image next to the user name in the top left corner (if this is the first time adding a photo, the image will be a circle with their initials)
- Choose to take a photo or add from your library
Delete a User
Note: Only Weave users who have been assigned the role of Admin have access to delete users.
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Within the Weave Portal, select
Account in the left navigation menu
- Select Users from the dropdown
- Click on the
Trash icon next to the user's name that you would like to remove
- Select Delete
Tip: While the user has been removed from being able to log in to Weave, you will still be able to see the user’s past interactions using Weave software.
- Within the Weave Portal, select
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Join Weave’s Referral Program
Refer friends and earn rewards! The Weave customer referral program awards you gift cards for every business you refer that completes a product demo or signs up for Weave.
How It Works
- Sign up by creating an account at refer.getweave.com/register
- Verify your account in the confirmation email
- Refer a business using your unique code by copying the referral link or code on the dashboard and pasting it in a text or on social media
Note: You can also use the buttons at the bottom of the dashboard to open a pre-written email with your referral link in your default email, draft a tweet, or share on Facebook.
- Earn a $25 gift card when your referral completes a demo and a $500 gift card when they become a Weave customer
- Track your referrals and rewards through the online dashboard.
FAQs
Who can I refer to Weave?
Weave works with all local service businesses including dentists, optometrists, veterinarians, auto shop owners, attorneys, CPAs, physical therapists, insurance agents, and more.
When do I get the gift card?
You will receive the first $25 gift card via email as soon as the business you referred completes a demo of Weave services. The $500 referral bonus gift card will also be delivered via email, but only after the referred business signs up for Weave, is fully onboarded to Weave, and is a customer in good standing for 90 days.
How does Weave deliver the gift card?
Weave will send you a code via email to redeem your gift card. Gift card redemption codes must be redeemed within 90 days of receipt but the gift cards do not expire once the code is redeemed.
Do I have to be a Weave customer to participate?
Yes, you must be a current Weave customer in order to receive the referral bonus.
Will the money be taxed?
Weave asks that you fill out a W-9 form prior to receiving your $500 reward to ensure that Weave is meeting all applicable tax requirements. You can find that form HERE. Before you are eligible to receive your $500 reward, we ask that you return the aforementioned form to tax@getweave.com for processing. You are only required to report on these rewards if you receive more than $600 in incentives from Weave throughout the calendar year.
What if I refer someone who is already in the process of learning about Weave but is not yet a customer?
This program is for new referrals only. Businesses that have received a demo within 30 days will not qualify as a referral under the Weave Referral Program.
Can I refer another location that I own, or that is owned by an existing Weave customer?
This program is only for new referrals. Locations that share the same beneficial ownership as an existing Weave customer do not qualify as a referral under the Weave Referral Program.Can I post my link on social media?
Of course, we would love for you to share your link in any way that you feel most effective.Where can I see how many people I’ve referred?
Once you create an account at https://refer.getweave.com/, you will be able to log in, and track your referrals, as well as your rewards resulting from qualified referrals.
How will Weave engage with someone I refer?
After receiving a demo request, a Weave representative will reach out to the referred business to schedule a demo of Weave services and answer any questions or concerns that they may have.
Terms and Conditions
To qualify for this promotion:
- Referrals must be submitted via a referral link or with a referral code unique to the referring business
- Both the referred and referring businesses must be located in the United States.
- Participants must be 18 years or older.
- The referred business may not be a current or former Weave subscriber or be engaged in the sales process at the time of the referral.
- The referred business may not share beneficial ownership with any current Weave subscriber.
- The referred business must not have received a demonstration of Weave products and services within thirty (30) days of the sign-up submission date.
- The referred business must execute an agreement with Weave for the Weave products and services within ninety (90) days of the referral submission date.
Offer may not be combined with any other offers. This promotion is not available to any Weave partners with an active partnership agreement with Weave. The recipient is responsible for all taxes and fees associated with the receipt and/or use of the Mastercard E-Gift Card as well as reporting the receipt of the Mastercard E-Gift Card as required under applicable federal and state laws. Weave is not responsible for and will not replace Mastercard E-Gift Card if Mastercard E-Gift Card is lost or damaged, is not used within any applicable timeframe, or is misused by the recipient. This offer is sponsored by Weave Communications, Inc. and is in no way sponsored, endorsed or administered by, or associated with Mastercard, Inc. The Mastercard E-Gift Card will be sent via email within thirty (30) days of the referred business’ ninetieth (90) day of active Weave service, provided that the referred business is fully onboarded to Weave products and services and the referred business’ Weave account is in good standing and provided that the referrer has completed a W-9 tax form, available for download at https://www.irs.gov/pub/irs-pdf/fw9.pdf, and returned the form to tax@getweave.com for processing. For information about Weave Communications’ terms of service and policies, go to www.getweave.com/legal.
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Compliance with HIPAA When Using Weave
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law that seeks to improve the efficiency and effectiveness of the healthcare care system, while also establishing national standards for privacy and security protections for health information. The following information regarding HIPAA is not legal advice and is provided for information purposes only. Weave encourages you to seek legal advice from an attorney to obtain specific guidance-related compliance with HIPAA and the requirements applicable to your business.
HIPAA includes three primary rules:
- The Privacy Rule establishes standards for the protection of certain protected health information (PHI).
- The Security Rule establishes security standards for protecting the confidentiality, integrity, and availability of PHI held or transmitted in electronic form, otherwise known as electronic protected health information (ePHI).
- The Breach Notification Rule establishes standards for notification following a breach of unsecured PHI.
HIPAA generally applies to health plans, healthcare clearinghouses, and to most healthcare providers. These are referred to as “covered entities.” Additionally, persons or entities (like Weave) who perform functions or activities on behalf of a covered entity that involve access to PHI may also be considered “business associates” subject to certain HIPAA standards.
You can learn more about HIPAA requirements from the Department of Health and Human Services (HHS).
It’s important to know that HHS does not endorse or recognize private organizations’ HIPAA “certifications”. Some service providers may claim that they or their systems are “HIPAA compliant” or “HIPAA certified”. These claims are misleading, as compliance with HIPAA and other applicable laws and regulations will depend on your particular use case and context.
Weave is committed to protecting your data, including the PHI of your patients. Weave has been designed with features to support you in complying with HIPAA, while also enabling you to make the most of your communications with patients. However, the primary responsibility for compliance with HIPAA rests with you. You are responsible for your use of the Weave service and for ensuring that your use of the Weave service complies with HIPAA and other applicable laws. This includes, but is not limited to:
- Taking your own steps to maintain appropriate security and privacy protections, including properly limiting access to the Weave service.
- Ensuring that all communications sent through the Weave service comply with the HIPAA Privacy and Security Rules, including calls, texts, faxes, and email marketing messages.
- Notifying Weave of any of your policies, agreements, or restrictions to which you have agreed that may affect Weave’s performance of services, and any changes in, or revocation of, permission by an individual to use or disclose PHI, to the extent that such changes may affect Weave’s use or disclosure of PHI.
Our legal, compliance, and security teams work across the company and alongside our customers to understand and meet customer needs. Weave has implemented the following safeguards to meet HIPAA requirements:
- Weave has established and implemented policies governing the protection and use of PHI.
- Weave has implemented administrative, technical, and physical safeguards for protecting PHI. Weave regularly reviews and enhances safeguards based on risk assessments. Safeguards in place include:
- Logical and physical access controls are employed to ensure that only authorized personnel access PHI.
- Encryption of data in-transit and at rest. Weave employs industry-standard TLS 1.2+ and HTTPS encryption when transferring data between subscribers and Weave’s infrastructure. All subscriber data is encrypted at rest using AES-128-bit symmetric encryption keys or better.
- Security awareness training and education for all Weave personnel.
- Incident detection and response capability to detect and respond to security incidents and appropriately report any unauthorized access or use of PHI.
- Data is regularly backed up and replicated to geographically dispersed locations, which allows us to quickly recover and restore data and systems in the case of data corruption or loss.
- Weave’s privacy and security safeguards are reviewed and assessed by independent advisors.
- Weave has established a standard business associate agreement (BAA), which is an addendum to our standard Terms of Service. Our Terms of Service and BAA, together with our Privacy Policy, are designed to address Weave’s commitments for protection and use of personal information and PHI, per HIPAA, and other applicable privacy laws and regulations. Weave only uses your data to provide the Weave service to you, except with your prior written consent or as otherwise expressly permitted under the Terms of Service or BAA.
- Weave ensures that its subcontractors and personnel authorized to access PHI are bound by appropriate obligations of confidentiality or a BAA.
Below is additional information of which you should be aware and that will help you comply with HIPAA when communicating through the Weave service:
Team Chat
- Team Chat is designed to support secure communication between team members, with all messages encrypted in transmission and at rest.
Messages
- Weave Messages can be used to communicate in a manner that is compliant with HIPAA. However, it is your responsibility to discuss with your patients what information may be communicated via text, especially sensitive information and PHI. Text messages sent through Weave are transmitted via traditional SMS text message methods. Traditional SMS text messages are generally considered an insecure mode of communication, as texts are not encrypted in transit and there are limited controls over the message after it is sent. Compliance with HIPAA when sending texts will depend on the content of the text and other factors.
Fax
- Faxes sent through Weave are encrypted at rest with a unique encryption key for each customer. Additionally, Weave encrypts faxes sent through Weave. However, you should apply reasonable safeguards when sending PHI through fax to protect the information from inappropriate use or disclosure. More guidance is available by visiting the HHS website.
Email Marketing
- The Email Marketing feature was designed for our subscribers to communicate updates, promotions, and newsletter-type information with their patient base. Weave's Email Marketing feature was not designed for the purpose of communicating ePHI. Accordingly, the Weave Email Marketing feature does not include end-to-end encryption or other security features that would protect the contents of an email, such as sensitive ePHI, while in transit to the intended recipient. Emails sent to customers through Weave Email Marketing should never include sensitive information, and you should always discuss with your customers what information may be emailed to them.
- The HIPAA Privacy Rule provides individuals important controls over whether and how their PHI is used and disclosed for marketing purposes as that term is defined by HIPAA. With some exceptions, the Privacy Rule requires an individual’s written authorization before a use or disclosure of his or her PHI can be used for marketing. Compliance with the Privacy Rule while using Weave’s Email Marketing will depend on the content of the email and other factors. You can learn more about HIPAA and marketing by visiting the HHS website.
Digital Forms
- Forms sent and received through the Digital Forms service are encrypted in transit and at rest.
Call Recordings
- Call recordings are encrypted at rest with a unique encryption key for each customer.
Keep in mind, Weave cannot give you legal advice. Compliance with HIPAA and other applicable laws and regulations will depend on your particular use case and context. This information should not be relied upon as legal advice or to determine how legal requirements apply to your use of the Weave service. Weave encourages you to seek guidance from your legal counsel regarding the requirements of HIPAA and other relevant laws and regulations to ensure compliance.
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Compliance with TCPA, CAN-SPAM, CASL, and Messaging Best Practices Using Weave
Several laws in the US and Canada regulate communications between businesses and their customers. These laws include, but are not limited to, the TCPA, CAN-SPAM, and CASL. Additionally, the US wireless communications industry has published principles and best practices regarding text communications. The underlying goal of these regulations and best practices is to protect consumers against unwanted communications. Weave is your partner in understanding these requirements and ensuring that your messages are delivered to your customers with minimal disruption.
The following information regarding these laws is not legal advice and is provided for information purposes only. You are encouraged to seek competent legal counsel for specific guidance related to compliance with these laws.
TCPA
The US Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, auto-dialed calls and text messages, artificial or pre-recorded calls, and unsolicited faxes. The TCPA requires prior express consent to send text messages to customers. While there are some exemptions to TCPA requirements for certain healthcare-related communications under the Health Insurance Portability and Accountability Act of 1996 (HIPAA), TCPA requirements still apply to marketing communications and any other non-healthcare-related communications. For example, text messages that contain marketing or advertising content require you to obtain prior express written consent from your customers.
You can learn more about the TCPA from the Federal Communications Commission’s (FCC) FCC website.
TCPA exemptions for healthcare providers
The TCPA provides exemptions specifically for healthcare-related calls and text messages which apply to HIPAA-covered entities, created by the FCC in its Declaratory Ruling and Order on July 10, 2015. Under one exemption, calls or texts made by or on behalf of a covered entity or its business associate and which have a healthcare treatment purpose do not require the prior express written consent of the receiving party. Such calls or messages include:
- Appointment and exam confirmations and reminders
- Wellness check-ups
- Hospital pre-registration instructions
- Pre-operative instructions
- Lab results
- Post-discharge follow-up intended to prevent re-admission; prescription notifications
- Home health care instructions
The following additional conditions for each exempted voice call or text message, made by or on behalf of a healthcare provider, must be met:
- Call or text messages must be sent only to the mobile number provided by the patient.
- Name and contact information of the healthcare provider must be stated at the beginning of each call or included in each text message.
- Limit calls and text messages to one per day and no more than three calls or text messages per week.
- Calls and text messages must comply with the HIPAA Privacy Rule.
Despite these exemptions, you should always discuss with your customers what information may be communicated via text, especially sensitive information. It is important to note that texts related to accounting, billing, debt collection, or that contain other financial content or texts that include advertising content are not part of this exemption. Additional details can be found in the FCC’s July 2015 Declaratory Ruling and Order.
CAN-SPAM
The Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003 (CAN-SPAM) establishes requirements for commercial emails and gives recipients the right to have you stop emailing them. CAN-SPAM applies to all commercial email messages, which the law defines as “any electronic mail message the primary purpose of which is the commercial advertisement or promotion of a commercial product or service.” CAN-SPAM’s primary requirements include:
- Email header and routing information must be accurate and identify the person or business who initiated the message.
- The subject line should not be deceptive and must accurately reflect the content of the message.
- Messages must be identified as an ad.
- Messages must include your valid physical postal address.
- Messages must include a way to opt-out of receiving further messages.
- Honoring a recipient’s opt-out request within 10 business days.
You can learn more about CAN-SPAM from the Federal Trade Commission (FTC) website and the FTC’s compliance guidelines .
CASL
Canada’s anti-spam legislation (CASL) regulates commercial electronic messages (CEM) that are sent to or by Canadians. A CEM is any electronic message (including a text or email) that encourages participation in a commercial activity. For example, a CEM would include a text or an email that offers to provide a service or a product (including a text or email that contains a coupon or describes a promotion). CASL does not apply to a pure service message (such as a simple reminder of an existing appointment), unless the message also encourages participation in a commercial activity (such as a reminder of an existing appointment which also promotes a sale on other services).
Key requirements of CASL include:
- Before sending a CEM, the sender must have express consent or implied consent from the recipient, or fall within one of the exemptions specified in CASL. You can learn more about the requirements for express and implied consent and exemptions here.
- Unless the sender has a complete exemption from CASL, the CEM must include (1) the name by which the sender carries on business, if different from its name, and if not, its actual name, (2) the sender’s mailing address and either a phone number or an email address or web address, valid for 60 days, and (3) an unsubscribe mechanism that allows the recipient to opt-out of receiving all future CEMs.
- The unsubscribe mechanism must be available to the recipient without cost, be easy to use, and must use the same electronic means as the CEM. The sender must process an unsubscribe request without delay, and in any event within 10 business days.
- CASL regulators expect senders to have a CASL corporate compliance program and CASL training materials. CASL also imposes certain record-keeping requirements relating to express consents, implied consents, opt-outs, and CEMs. Weave does not maintain those records for you. For information on these requirements, see the links provided below or speak with your lawyer.
You can learn more about CASL from the Canadian government’s overview and frequently asked questions.
CTIA Messaging Principles and Best Practices
The CTIA, an organization representing the US wireless communications industry and companies throughout the mobile ecosystem, has developed and published Messaging Principles and Best Practices (Principles and Best Practices). The Principles and Best Practices reflect the wireless industry’s efforts to preserve trust in the messaging services provided by mobile network operators (MNOs), such as Verizon, AT&T, and T-Mobile. The Principles and Best Practices also support a wireless messaging community where message senders and consumers can exchange wanted messages and while still protecting consumers from unwanted messages, in conformity with applicable laws and regulations, such as TCPA and CAN-SPAM.
The Principles and Best Practices include parameters for facilitating business text messages, also known as “non-consumer” or “Application-to-Person” (A2P) messages, such as those sent by Weave subscribers through the Weave service. Regardless of regulation, the CTIA recommends that all A2P message senders should take the following actions to maintain consumer confidence in messaging services:
- Obtain a consumer’s consent to receive messages generally.
- Obtain a consumer’s express written consent to specifically receive marketing messages.
- Ensure that consumers have the ability to revoke consent.
Consent may vary on the type of message content exchanged with a consumer. The Principles and Best Practices provides examples of the types of messaging content and the associated consent that should be expected for A2P messages.
10DLC Brand and Campaign Registration
In addition to the CTIA Principles and Best Practices, the mobile network ecosystem has been working to find ways to better support businesses sending A2P messages to consumers and reduce the number of spam text messages that consumers receive. In 2021 the MNOs began implementing standards to register and validate businesses that send A2P messages using 10-digit long codes (10DLC) (a 10-digit telephone number designed for A2P messaging). This is referred to as “brand” and “campaign” registration and validation. Providing visibility into the source and content of A2P messages allows the MNOs to provide more reliable and trustworthy messaging services. Businesses that send A2P messages via 10DLCs are required to register their brand and messaging campaigns through their service providers, like Weave, to take advantage of increased messaging deliverability and throughput, and avoid potential fees or disruption to texting services. Businesses that are registered and verified with the MNOs are less likely to be flagged for sending spam messages. You can find more information about these requirements here.
Your Responsibility to Use Weave in Compliance with the TCPA, CAN-SPAM, CASL, and other best practices
Weave text and email features have been designed with features to support you in complying with the TCPA, CAN-SPAM, and CASL and enable you to make the most of your communications with customers. However, primary responsibility for compliance with TCPA, CAN-SPAM, CASL, and other best practices rests with you. You are responsible for the communications that you cause to be sent through the Weave service and for ensuring that those communications comply with all applicable laws. This includes, but is not limited to:
- Obtaining, documenting, and tracking customer consent.
- The content and frequency of communications.
- Promptly honoring opt-out and withdrawal of consent requests.
More details on your responsibility for compliance with laws and regulations can be found in Weave’s Terms of Service.
Weave has implemented the following features which support you in complying with the TCPA, CAN-SPAM, CASL, and the CTIA Principles and Best Practices:
Text messaging
- All automated texts have opt-out instructions appended to the end of the message. Additionally, regardless of the type of text message, the standard "STOP" reply will automatically unsubscribe customers from further text message communications. You can learn more about how customers can opt out of texts here.
- Our default text message templates include the name of the subscriber (e.g., "Hello {first name}, this is {subscriber name}"). These templates can be modified by you to include additional information, including contact information, message frequency, and applicable terms and conditions.
- Weave is your partner in registering and validating your 10DLC messaging brand and associated messaging campaigns with the MNOs and their partners. The majority of our existing subscribers’ brands and campaigns are already registered and validated. New subscribers are registered and validated during the onboarding process.
Email marketing
- Weave’s email marketing tool includes the following information as standard at the bottom of every email campaign:
- Unsubscribe instructions and automatic opt-out when requests are received
- Business and contact information, including postal address
- Required email subject and “From” email address for every email campaign.
Keep in mind, we aren’t your lawyers, so we cannot give you legal advice. Compliance with the TCPA, CAN-SPAM, CASL, and other applicable laws, regulations, or best practices will depend on your particular use case and context. This information should not be relied upon as legal advice or to determine how legal requirements apply to your use of the Weave service. We encourage you to seek guidance from your legal counsel regarding the requirements of TCPA, CAN-SPAM, and CASL and other relevant laws and regulations to ensure compliance.
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Regulatory Cost Recovery Fee - FAQ
What is the Regulatory Cost Recovery Fee?This fee is required to recover certain direct and indirect costs associated with the service including:
- Funding and complying with government and carrier mandates, programs and obligations including E911, 10-digit long code (10DLC) number registration, Secure Telephone Identity Revisited (STIR) / Signature-based Handling of Asserted Information Using toKENs (SHAKEN), and local number portability.
- Carrier charges for call delivery, network facilities (e.g., leases), operations, and other essential services.
These charges are not taxes or government-imposed fees and are subject to change from time to time.
Is the Regulatory Cost Recovery Fee a new charge?Cost recovery fees are common across the industry and have been for many years. They may be called different names by other providers. Examples include regulatory programs fee, telco recovery charge, and/or administrative charges. Weave has been absorbing these fees on your behalf.Why is Weave now applying this fee to my bill?Weave has been absorbing these costs until now, but the recent imposition of 10DLC (refer to this help article for additional details about 10DLC), STIR/SHAKEN (refer to this article for additional details about STIR/SHAKEN), and increased administrative, telco, and regulatory expenses have required that we recover some of these costs from our customers in order to continue providing the service.
Do other phone service provider companies bill this charge?Yes. While they may have different names, similar cost recovery charges have been common across the industry for many years.
What costs are being recovered in this fee?This fee includes costs to administer 10DLC, Secure Telephone Identity Revisited (STIR) / Signature-based Handling of Asserted Information Using toKENs (SHAKEN), E911, local number portability (LNP), North American Numbering Plan (NANP), and Telecommunications Relay Service (TRS), among others.
Will this amount change in the future?Weave reviews this fee from time to time and may make adjustments as necessary to account for changes in the regulatory, administrative, and compliance costs we incur to provide service.
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Using Weave Outside the U.S./Canada
The Weave service may be purchased only by customers located in the United States (including Puerto Rico) or Canada and is intended for use only in those locations. Weave makes no representations or warranties that the service is appropriate or available for use outside of the United States or Canada.
Subscribers that choose to access or use the Weave service from outside the United States or Canada do so at their own risk and are entirely responsible for compliance with local law, including, but not limited to export and import regulations. In addition, the Weave service is subject to United States export laws and regulations and may not be exported or re-exported to certain countries or those persons or entities prohibited from receiving exports from the United States.
You can read more about the location of the Weave service and other restrictions on use of the service in our Terms of Service.
Before you attempt to use or access the Weave service in other locations, please consider the following:
- Weave does not provide support for customers using the service outside of the United States or Canada.
- Weave does not ship VoIP telephones to locations outside the United States or Canada.
- The Weave mobile app can only be downloaded in the United States or Canada.
- Weave may block individuals from certain geolocations from downloading and updating the Weave desktop app.
- Weave may restrict accessing or using the service if we reasonably believe you are using the service outside of the United States or Canada.
- E911 service is not supported for VoIP phones located outside of the United States, Puerto Rico, or Canada. (See additional information below.*)
- Your VoIP call quality may suffer if you use the VoIP phones and service outside the United States or Canada. (See additional information below.**)
* PLEASE NOTE: Weave cannot provide E911 support for customers who use the service outside of the United States, Puerto Rico, and Canada. We want to make sure that you are aware of important differences in the way 911 service operates with a VoIP phone when compared with traditional telephone service. With traditional phone services, your 911 call is sent directly to the nearest emergency response center. With VoIP phone service, your 911 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response center. Weave will attempt to provide the emergency operator with your service address, so it is important that your information on file with us is always accurate and updated. Weave currently only supports registration of E911 addresses located in the United States, Puerto Rico, and Canada. If you attempt to call 911 from a Weave VoIP phone located outside of the United States, or Canada, the emergency operator may assume that you are calling from the last registered address. You can update your E911 address at any time in the Weave Admin Portal. For a complete description of our VoIP service and limitations of E9-1-1 service, please see this important E911 information and Weave’s VoIP Terms of Service.
** PLEASE NOTE: VoIP call quality is impacted by internet bandwidth and congestion, priority routing rules, and latency, among other factors. Call quality may be impacted by the location of your VoIP phone relative to Weave’s infrastructure, located in data centers located in the United States. If you choose to relocate your physical VoIP phones outside of the United States or Canada and attempt to receive or make calls, your call quality is likely to be significantly degraded. For example, typical round trip time between the United States and Australia is around 200-300 milliseconds. To avoid degraded call quality, round trip time should ideally be no more than 120 milliseconds.
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Weave Operating System Requirements
Weave is committed to providing you with the best experience. To benefit from everything Weave has to offer, including features that integrate with your practice management system, we recommend using one of the operating systems below that continue to receive security updates by Windows or Apple.
Desktop App Requirements
The Weave Desktop App will be installed on each computer station in your office that needs access to Weave. The following is a list of supported desktop operating systems and when each will no longer be receiving security updates.
For more detailed information on how to upgrade to an operating system that is receiving security updates, reference the resources from Microsoft and Apple.
Windows
Operating System Date No Longer Receiving Security Updates from Microsoft Microsoft Windows 10 release 22H2 May 14, 2024 Microsoft Windows 11 release 22H2 October 8, 2024 Microsoft Windows 11 release 21H2 (Enterprise and Education only) October 8, 2024 Microsoft Windows 11 release 21H2 October 10, 2023 MacOS
Operating System Date No Longer Receiving Security Updates from Apple MacOS 13 Ventura October 1, 2025 MacOS 12.0 Monterey October 1, 2024 MacOS 11.0 Big Sur October 1, 2023 Server Requirements
If you signed up for the integrated version of Weave and have a server-based practice management system, 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 receiving security updates.
Operating System Date No Longer Receiving Security Updates from Microsoft Microsoft Windows Server 2022 October 14, 2031 Microsoft Windows Server 2019 January 9, 2029 Microsoft Windows Server 2016 January 12, 2027 Microsoft Windows Server 2012 R2 October 10, 2023 Microsoft Windows Server 2012 October 10, 2023