A doctor can't plan without the right X-rays, photos or medical history. Instead of leaving the case in the pool, the doctor sends it back to sales with a reason. Works in both the CRM and the Treatment Planner.

For the doctor

  1. Open the case from the Case Pool. On the Current situation step, click Send back to sales.
  2. Under What's missing?, pick Missing X-rays, Missing photos, Missing medical information or Other.
  3. Add a note, e.g. "we need a panoramic X-ray of the lower jaw". It's optional, except with Other.
  4. Click Send back to sales.

The case leaves the pool with the status Returned to sales. Its owner gets the notification Case sent back to you, and the reason is added to the case chat. Dentists, managers and clinic admins have the permission Send an incomplete case back to sales by default.

For sales

  • On the Case Pool page, the Returned to sales strip lists your cases that came back, with the reason. In the Treatment Planner, the Dashboard also lists them under Sent back by the doctor.
  • Open the case: the banner Returned to sales by the doctor shows the reason and the note.
  • Add what's missing (pictures, X-rays or medical information), then click Back to the doctor. The case goes back to the pool and the doctor who sent it is notified.

Adding files alone doesn't move the case: click Back to the doctor when you're done.

Treatment Planner: the Zoho stage moves back too

On a case created from Zoho, DentClosers adds a note with the reason to the Zoho record. It can also move the record back to a stage you choose:

  1. Go to Settings → Zoho CRM, step Choose which Zoho fields fill the case, and open the Leads tab (and Deals if you use them).
  2. Under Stage for cases sent back, check Field that holds the stage and pick the stage, e.g. "Missing info". Leave the stage empty to only add the note.
  3. Click Save mapping.

With automatic cases on, moving the record back to your trigger stage in Zoho also returns the case to the pool (see Create cases automatically from Zoho).