Unanswered questions

Hello, When receiving webhook events for ‘appointment.created’, it often provides fake/default values. For example: finish time is null, when in reality, this can never be the case. Also duration is 0 and start time is also null. Other information such as patient information and reason are filled in.Is this a known issue? Do i need to fetch the just created appointment again by id (id is provided in the body). I did not previously do this due to not wanting to hit the API rate limit. Thank you!

I'd like to provide feedback on your DIrect Messages feature. The windows to see the list of contacts is too small, and there is no appropriate signs as to which conversation has been read or not. Perhaps this features requires some reworking, as it is specially frustrating on large practices with dozens of staff texting. In fact, you cannot even read their full names if too long. Please fix this as this is a huge quality of lifeimprovement for a very good platform.

HI Dentally, 3 of our clinics have multi floors, and not all rooms are wheelchair accessable. Wondering if their is any plan currently to have a WHEELCHAIR option available on dentally, that would (ideally) include a blue wheelchair icon on the apt book, beside name to highlight.  Currently our team are adding in ‘wheelchair’ / ‘downstairs only’ into the Nickname, so it comes up on apt book.  Our dentists alternate between rooms, so this helps us stop issues, where a pt needs to be seen in a certain room, etc. . A simple icon like the lab icon which is now on the apt book, would be a massive help. 

Is there a feature were appointment confirmation can be automatically  sent once booked in diary

Hello,I have to agree with the comments of Kate T and RegentStreet85 about whether Dentally Portal is fit for purpose in servicing the needs of Plan Practices. Kate T wrote the following to the Community.“Hi Simon, the problem is with booking dental checks from our point of view.  It would be ideal if a private patient only had the option to book a private dental check, a Denplan Care patient only had the option to book a Denplan Care dental check etc.  Many thanksKate”From RegentStreet85“Hi,Yes i agree with this request. It would be a lot easier, we have 8000 pts to deal with and can be a pain when needing to book relevant appts to a plan.Unfortunately the portal doesnt seem very Denplan friendly.” It would appear that Dentally has designed a patient portal without finding out what Plan Practices need from online booking. Frustratingly the portal does not seem to be very Plan friendly.Regards,Tim 

Hello, How do I change the default time for appointment reason? I can set them up and change the order however I am unable to find an option to change the default times, they are all set as 5 minutes which means we have to modify the time manually Thank you in advance

Hi there, I’m trying to create a patient in Dentally from a Zap. The zap will pull patient data from a form on our website and then create that patient in Dentally. The first part is working correctly pulling the form data via a webhook, however the patient creation step isn’t working. I’m using the Dentally 1.3.0 version in Zapier.I’ve tried multiple variants for submitting patient data, including copying data straight out of Dentally (so that the target field matches), but whenever I test it, it returns:“Failed to create a patient in Dentally (1.3.0)The app returned "The patient could not be processed".”I wanted to check:is the Dentally Zapier app still supported? Any ideas on general issues with creating patients? Am I better using the API?Thanks for any thoughts,Tom 

Hi team,Having the functionality to schedule an SMS or email to go out at a certain time (particularly SMS) would really help in practice management.We find for example, during business hours, as many people are busy or working they do not reply to our calls or messages sometimes.One of my staff members actually tested the theory and found the “golden hour” for confirming appointments etc is after work hours from 6.30 onwards - hence I’d like to propose the ability to schedule SMS’s especially to go out later - so that staff do not have to stay back to do so, but we can catch patients at the optimal time.Even for things like social media, the 7-8pm and beyond window is one of if not the most active period of the day - reflecting people’s behaviours and ability to take in information at this time of the day. I believe sending out correspondence at this time when people have the time/ability to engage with it would be really effective.

When sending an API request for practitioner appointment availability, I get the error below.{"error": {"type": "invalid_request_error","message": "The appointment could not be processed","params": {"practitioner_ids": ["seem to be missing"]}}} HTTP request:GET https://api.dentally.co/v1/appointments/availability?practitioner_ids%5B%5D=43372&duration=5&start_time=2025-11-07T12:00:11+00:00&finish_time=2025-12-06T12:00:11+00:00 All parameters as per API docs, Authorisation, Application type and user-agent valid. I have used the cURL from the API docs and changed the ID and dates for sanity checks but still get the same error.Practitioner ID valid and active. Please refer screenshot and advise.

Dear Dentally Team, I would like to suggest the creation of a new report (or an adjustment to the existing one) that separates service credits from sundries.Currently, both are coming together in the same category, which makes it difficult to obtain an accurate monthly report for sundries.Having these two items reported separately would make the monthly reports much clearer and improve the accuracy of our financial tracking.Please let me know if this is something that could be implemented, or if there’s already a way to generate such a report that I might have missed.Thank you very much for your attention and support.

How do I increase the number of boxes/selection in the hover chart from 2*5 to 3*6? Can you add a RED A for abcess, RED I for inection, RED S for sinus and RED # for fracture Change watch W to a RED W

Hi guys, We have prev used Exact and were able to do Denplan assessments through it (had a Denplan tab) in patients details etc. How do we now do that in Dentally?

Hey everyone! We know managing consent forms and estimates can sometimes feel like a bit of a chore, but we all know how important it is to get right. It’s not just about ticking boxes—it’s about making sure your patients feel informed, understood, and confident in their treatment. 💬 Here are a few helpful things you can try: • Go Digital: Are you using digital consent forms and estimates? They’re super efficient, reduce errors, and make it easier to track everything in one place.• Save Time with Cloud Storage: Digital forms are saved directly to the cloud, meaning they’re always accessible from the patient’s record. No more spending hours scanning and filing paperwork!• Make It Convenient for Patients: With digital forms, patients can sign electronically via the Portal or the Concierge app, making the process smoother for everyone. What’s been working for you when it comes to consent forms and estimates? Any challenges with Dentally or tips you want to share? We’d love to hear your t

Hi we suddenly unable to use dentally.The system started to disconnect itself from the x ray bridging on Monday. Then it lost its connection by the end of Tuesday. We have no problem going on google browser. We have tried using the advice on advice message. Can you dial in and check the system please?

Hi team, We have the Dashboard where we can see a forecast of our practitioner utilisation (commonly referred to as CTU or chair time utilisation), which is really helpful for practice management.However, to my knowledge, there is nothing to review historical CTU which is a major gap for practice management. Or if I am missing where it is already there, please point it out to me on Dentally as it would be really helpful.One of the key metrics for any business is productivity of resources, and CTU is a key element of practice productivity. I have heard that your add-on software lets you access this, however I think its a huge gap that Dentally does not let you report on historical CTU as a very basic metric for practice performance. Also not to mention, I am aware from some peers that several competitor software platforms do offer this in the standard offering. It should be a standard metric given in the software - The data is already available through the calendar (available hours), an

Hi the tablets are not pairing up despite following instruction 

Hi everyone is there a way to set minimum appointment duration times with each appointment reason?Also can it be more user friendly as most of our dentists who have been working in the industry for the past 40 years are not finding it easy to use.

I can see there is no option to assign tasks to more than one person but if you have 2 receptionists it is twice the time to assign the task to both separately so I would hope to see this become a feature in future upgradesThe same with being able to send an instant message to multiple recipients. If you need to send a panic message for instanceAlso is there any way to increase the size of the message box

Hi all, When trying to update an existing waitlist entry object via the API by assigning an appointment id to the object, it never assigns the appointment id to the waitlist entry. It always returns the waitlist entry object with null as appointment id. Is this a known issue or is there a way to update a waitlist entry to say that it has a booked appointment? Cheers,  

Hi all, When trying to update the status & patient_id of an appointment via the Dentally API we get the following message.{ "error": { "type": "invalid_request_error", "message": "The appointment could not be processed", "params": { "state": [ "The appointment can not be updated as the current status is: Confirmed" ], "patient_id": [ "can not change patients" ] } } }However when getting that appointment we are trying to update the state is still "state": "Pending"Updating only the state works, but not updating the patient_id.Would there be a workaround for this? Or what is the specific reason we cannot update the patient_id via the API?

We have just started with Dentally and chose is specifically for the Xero integration.As a dental prosthetic clinic we have only a few items that include GST. When going over to Xero it seems to default as GST Exclusive, even for a day where no items with GST were charged. I can manually alter this in Xero but that seems clunky and not a true “integration”.A bigger problem I am having is a day where we did three transactions, two which were GST free and one that included GST but in Xero GST has been charged on the total which is not correct, and the only way I can see to fix it is to redo the invoice with the days transactions individually, but again this seems like a lot of manual work when it should just do it correctly in the first place. Has anyone had similar issues with the Xero integration?  How did you fix it or manage this?Thanks

all of our clinipads and chats are down. we are unable to contact dentally 

Any one else got no direct message service this morning please

Is anyone else having problems with dentally this morning- various functions, including the contact support function not working and unable to get ahold of anyone on the support number!?

MESSENGER IS DOWN - UNABLE TO CONTACT DENTALLY TO SPEAK TO ANYONE???? ALL CONTACT NUMBERS SIMPLY RING OUT