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Dear Dentally customers,You may have experienced issues while using Dentally today, Monday 20th October 2025. As you may have seen on some of the national mainstream news channels, this was caused by an AWS (Amazon Web Services) outage which affected systems around the world. This platform supports some of our Dentally services, including our support chat/phone, two-factor authentication, Concierge access and SMS.During the AWS outage, several services across Dentally have been affected, including our communication channels, meaning we were unable to communicate fully with you at certain points. We understand the impact this incident may have had on your practice, and that you were unable to reach our support team in the way you normally would.Some services are back online, and we will communicate with you in full when normal service has resumed — please don’t hesitate to get in touch via support chat if you have any concerns. We are collaborating closely with the team at AWS to unders

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 

Hello  ​@Saymon  ​@David Rutherford ​@Molly H ​@Hansa Rastogi, there is an issue with direct messaging this morningNoone can send direct messages, support messages or get hold of Dentally by phone.  Is there a problem that we havent been made aware of? Tom 

 Dear Dentally Team,I wanted to suggest a small improvement that would make a big difference to how we work at reception. At the moment, when a dentist calls a patient into the surgery, the only indication we receive is a small status change to the letter “S”. This is very easy to miss, especially during busy times, and it means we have to constantly monitor the screen to avoid missing it. It would be extremely helpful to have a clearer notification for reception—such as a pop-up window when a dentist calls a patient. This would make the communication between reception and the clinical team much smoother and ensure patients are called promptly and efficiently. We believe this small addition could really improve the workflow for practices using Dentally.Thank you. Best regards, Kamila

Portal currently has a standard text under the ‘what do you need?’ header:Dental checkup → A checkup to screen for common problemsHygienist → Classic clean or advanced stain removalEmergency → For deliberating pain or accidentsI would like to be able to change these descriptions, for example hygienist implies you can only book a ‘classic clean’ OR stain removal, whereas I would prefer to say ‘professional cleaning and oral health advice’. An emergency could be a lost filling or crown, not necessarily deliberating pain or due to an accident. It would be good to either customise these descriptions, or have the ‘No → I’m a new patient’ link directly through to the treatments page where the text is customisable.

Hello allIs it possible to link directly to a specific appointment type in the online booking.For example, let’s say I have setup a New Patient Exam. Is it possible to have an online booking link that only enables that appointment specifically.The use case would be:To include the New Patient Exam link in marketing correspondence (rather than a generic online booking link which requires choices by the patient).   To create numerous New Patient Exams for specific practitioners and zones. We can then do the logic check ourselves (e.g. is the patient a young patient, old patient, interested in implants etc) and direct them to the correct booking link.It is important the link would be isolated - its only possible to book the specified appointment type with that link, the patient cannot override the flow.Thoughts?

Hi guys! We are looking to host our first implant open day on Monday 24th November and were wondering if there are any tips and tricks people can offer us who have hosted them before.Do you do goodie bags, do you involve every member of the team in the day and what logistical issues have you encountered on the day that we can hope to avoid?Thanks in advance! :)

Please add Perio data, especially BPE but ideally chart data as well, to the API endpoints. 

Hi,According to the audit data, the following endpoints are currently unavailable via the API: Audit Notes Tasks CaseMixes AutoCorrespondence Email Letter PatientChartImage PatientDocument PatientExemption PerioBpr TextMessage Specialists As a result, there's no way to access or query this data programmatically from the backend. Could you advise if there are plans to expose these endpoints, and if so, what the expected timeline might be?Each of these areas is of strategic importance to our service. For context, here’s how these endpoints are particularly useful for our organisation: Audit – Essential for tracking changes to patient data for governance and accountability. Notes / Tasks – Commonly used for bespoke alerts and reminders not supported natively by Dentally. CaseMixes – Required by commissioners; manual exports are inefficient at our service scale. AutoCorrespondence / Email / TextMessage / Letter – All essential for measuring engagement, perform

Hi Dentally, I’m reaching out to ask whether you offer any support or guidance for tracking bookings related to Google Ads campaigns. It is essential for our marketing to have accurate data on the effectiveness of our ads and patient booking numbers through our Dentally booking system. Without this data, it’s challenging to optimise our campaigns effectively and ensure a strong return on investment. Google Ads tracking is normally set up through Google Tag Manager and GA4, however, it doesn’t look like you currently have those available as integrations. Is this something you are going to be offering soon? In the meantime, is there an alternative method for setting up Google Ads conversion tracking that you could provide a step-by-step guide for, or help us implement? Lastly, I can see that we have a Tag Manager added to our Dentally booking system. Please could you let me know how that’s possible, given that Tag Manager is not currently available as an integration? Thank you,TwentyOneD

So following the Was Not Brought Policy that was implemented in 2021 we marked children as Was Not Brought (WNB), since moving over to Dentally we have noticed that if we mark children as WNB they disappear out of the diary. For now we are putting FTA but is there a way to put WNB and them still be in the diary for rec to follow up. 

Within the space of 5 minutes I’ve had 3 patients call to query their estimate for treatment. They have all seen both the dentist and the hygienist today and are returing for further treatment, and have all queried why the treatment plan they have been emailed doesn’t include the hygienist appointment. The only reason I can think of is because it’s on as a different clinician, even though it is on the same treatment plan. Understandably the patients are confused! Is there a way to make sure that all appointments on one trteatment plan actually appear on the estimate even if it’s different clinicians?Thanks

Hi,A request I would like to make,An easier way to change staff profile images, I am aware these are currently auto generated by dentally with a geometric pattern. However as you’ll see from the image attached I have 4 clinicians out of 5 with fairly similar colours. 2 almost identical.I know it seems like such a minor point, but I feel like this would be a simple fix?I am aware the team can change this via a gravatar log in, however this has failed to work for any of us.We are able to change this image for a patient within their record. could it be made that we can do the same for Dentally Users?

Hi, Two questions as not sure if I’m missing something,Is it possible to be able to export a patients appointment history?Also is it possible to export a patients clinical notes that includes the chart itself? Many Thanks

 I have a suggestion I'm hoping the development team can implement. Can a button be added to say, 'estimate signed' and an icon ( )appear on that appointment. The same as we do with the 'lab work received' Or even, 'Estimate' or 'treatment plan' then it will drop down to, 'sent', 'signed', 'incomplete'.    I hope this makes sense.Look forward to hearing from you. Kind regards Ellie BlakePractice Manager | Springfield Dental Care                                         

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.

Can dentally be linked and integrate with VOIP phones? This would hopefully allow caller ID to be displayed, ie when Mr Daniel Smith calls the practice, with his patient file already in Dentally, his name would pop up on the display to give a personal touch.VOIP also can allow a phone transcript to be created and so when Daniel Smith calls, a text file would get saved under the correspondence tab in dentally when the call took place and the details.Is this possible, easily done?  

Are there plans to add a patient field for pronunciation? We would like to improve customer service by using their name correctly, and we could put this in the regular name fields in brackets but we do not want this to pop up in any letters or emails accidentally.  

Good afternoon, Have any other practices came across the issue of signing treatment plans when there have been multiple treatment “plans” given?EXAMPLE - The top of the “treatments to sign” will say 1 / 2 but will not allow us to move to treatment 2 / 2 without first signing the 1 / 2 treatment plan. This becomes problematic when we have given a patient treatment options. We like to keep them on separate treatment plans for ease of clinical use and information on each treatment plan.

Please can you put a sort on the date created task list so that can view in reverse order not have to go to last numbered list and scroll down list. Thanks