The CareStack and Boxly integration provides dental practices with an efficient solution to manage patient journeys, from initial enquiry to appointment booking and ongoing care.
By connecting CareStack’s Practice Management Software (PMS) with Boxly, practices can easily synchronise appointment statuses, track patient interactions, and engage with patients through seamless call and message functionalities.
By linking CareStack and Boxly, practices gain a seamless workflow. Imagine no longer needing to re-enter patient data manually—now, everything updates in real-time, from appointment requests to follow-up communications, allowing for better management of your patients and leads all in one place.
Key features of this integration include:
Real-time Appointment Tracking: Automatic synchronisation of CareStack appointment statuses within Boxly.
Efficient Patient Communication: Manage patient calls and messages directly from Boxly—This only happens if they have CS conversation.
Enhanced Lead Management: Convert appointment requests into sales, and track patient journeys from enquiry to appointment.
To start the integration, the practice admin or owner must contact CareStack support by emailing support@carestack.com and request the following details:
Account ID
Account Key
Base URL
Once received, forward these credentials to your Boxly Customer Success Representative. They will handle the integration setup to ensure you are fully connected and ready to streamline patient management.
Go to "Channels" Navigate to the "PMS Integrations tab" Click on "CareStack" and Connect
Note: If your practice uses CareStack’s CS Conversation (the phone system within the PMS), this also needs to be connected to enable call functionalities in Boxly.
To connect your CareStack’s CS Conversation simply toggle on your Connect CS Conversation button when you connect to CareStack.
After the Boxly team adds your CareStack credentials, they’ll link your PMS with Boxly, allowing data from CareStack.
Your appointment statuses and location details will flow directly into Boxly. This live connection provides your team with up-to-date patient information and allows for easier tracking of patient journeys.
Appointment Statuses
All default Appointment Statuses created by CareStack will automatically be added to Boxly, but any additional statuses your practice has created can be added by clicking "Sync Statuses" in the top right corner.
Locations
Just like with Appointment Statuses, your CareStack locations will be automatically added to Boxly. If you add any new locations, simply use the "Sync Locations" feature to keep everything up-to-date. We’ll match your CareStack locations with those in Boxly to ensure that even if the location name in Boxly differs somewhat you can connect the correct location in Boxly to CareStack.
Once the channel is connected, practices gain access to a range of powerful features:
Appointment Requests as Leads:
Appointment requests made by patients in CareStack automatically appear as leads in Boxly, giving your team instant visibility on new patient leads. This eliminates the need for manual entry and ensures that no potential patients slip through the cracks.
Linking Appointment Statuses with Boxly Stages:
Appointment statuses within CareStack are mirrored in Boxly lead stages. For example, if an appointment status changes, the patient’s lead card in Boxly will update to reflect this, enabling smooth and efficient patient management.
To link a Boxly Stage with a CareStack appointment status, go to the three dots (...) in a Boxly stage and click Rename.
Check the box "Link to a CareStack appointment status" and select an appointment status from the dropdown.
Managing Patient Journeys - Creating a new patient:
Boxly’s lead stages allow the practice team to guide patients from enquiry to booking. When a patient is ready to proceed, the team can convert them into a patient within CareStack, where appointment scheduling can be finalised.
To add a new patient click the green "Create Patient" button to create a CareStack patient.
The form below will pop up (Boxly will auto-fill the info we already have) showing you what information is required to set up your new patient.
When creating a patient for the first time, Boxly checks the name and email to see if a lead with the same details already exists in the PMS.
If a match is found, the existing patient record will be displayed. You can then select the patient and click the "Link Patient" button to connect them.
If the patient doesn’t already exist, you will create a new patient and automatically be redirected to the CareStack Scheduler to book an appointment for your new patient!
Accessing Patient Records:
After a patient is created in CareStack, the “Create Patient” button in Boxly automatically changes to “View Patient.” This option provides direct access to the patient’s CareStack details, enabling the team to review the patient's journey or schedule follow-up appointments with ease.
When your Boxly stages are connected to a CareStack appointment status the green CareStack icon will appear at the top of a Boxly Stage.
Linking the status and stage enables you to add automation to the patient journey in sync with CareStack. For example, when a patient completes their appointment or reaches the end of their journey, you can set up an automated "Thank You" message or email to be sent out.
Important Note:
When a patient reaches the end of their journey and their Appointment Status in CareStack is updated to "Checked Out," Boxly will automatically move the lead to the corresponding checkout stage. At this point, Boxly will also unlink the lead from CareStack, breaking the connection between the status and stage. This ensures that if the patient returns for future appointments, a new patient journey can begin seamlessly.
Practices using CS Conversation within CareStack can benefit from phone call integration within Boxly, supporting both incoming and outgoing call functionalities.
Incoming Calls
Identifying Callers: When a call is received, CS Conversation checks CareStack for a matching patient record. If no match is found, it checks Boxly for a lead with the same phone number. If neither exists, the Boxly user can create a lead within CS Conversation with a single click.
A CS Conversation lead will appear in the Unsorted Box like the example below:
Logging Call Details: Calls lasting more than 20 seconds will generate a call summary and recording, which are saved in Boxly’s lead thread. Missed calls are also logged in the thread, ensuring the practice team can track and respond to missed interactions.
Simply click on the "See recording and insights" button to view call information such as the reason for the call, date and time, and the outcome of the call.
You can make calls from here too.
Voicemails will also only generate a call summary and recording if they are longer than 20 seconds long.
Outgoing Calls
Making Calls: Boxly users can make outbound calls to patients by clicking the "Call" button in the desktop app. The CS Conversation interface opens, showing call progress, and after the call, a summary and recording are saved in the Boxly thread.
Adding Call Notes and Tasks: For missed calls or attempts that didn’t connect, Boxly logs the call as “Call Attempted” in the thread.
It’s recommended to create tasks or notes after receiving the call summary, ensuring that leads are not left in the “Things to Do” list.
Types of calls noted:
Call Made
Call Attempted
Call Received
Missed Call
Voicemail
Lead sources are the origins through which leads first find your business. These sources help you track where your leads are coming from.
Lead sources are crucial for understanding which marketing channels are driving leads and revenue for your business.
You can map your Boxly Lead Sources to CareStack Lead Sources. This makes it easy to ensure the lead source is perfectly aligned with the CareStack when creating a patient from Boxly.
Go to "Channels", select CareStack in the Connected Channels list. Click the “Lead Sources” tab
You’ll see two columns:
Boxly Sources (your existing Boxly lead sources)
CareStack Sources (your synced lead sources from CareStack)
Select a CareStack source to map your Boxly source to.
Your Lead Sources are categorised by two source categories:
Main Source Category - Boxly’s main sources are called Paid or Unpaid sources
Sub-Category - The specific location/website/method of the source, e.i. CS Phones, Facebook or Bing Paid Source.
Boxly’s Main Lead Source is divided into two categories:
Paid Sources: These include leads generated from channels where you’ve invested money, such as Google Paid Search, Facebook Lead Ads, or LinkedIn Ads. Paid sources offer measurable returns on investment (ROI) by showing how much you’ve spent to acquire each lead.
Unpaid Sources: These refer to organic methods where no payment is involved, such as Direct, Referral, or Walk-ins. Unpaid sources are useful for tracking the impact of word-of-mouth or unpaid social media posts.
For example, if a customer searches for a local dentist and clicks on a sponsored Google ad that directs them to your website, they might interact with a chatbot or fill out a webform
The Lead Source is the paid Google ad,
The Channel could be either the chatbot or the webform, but the original source of the lead remains the Google paid search.
Whenever someone fills out a form on your website, Boxly automatically checks for clues, like tags in the background (called Gclid or UTM) that show if they arrived from a Google ad, a Facebook ad, or just by typing your website directly into their browser - Boxly will attempt to match it, and then associate it with the lead.
Your CareStack lead sources have their own naming conventions instead of Paid or Unpaid sources for the main sources and their own terms for the Sub-Categories.
Here's how Boxly and CareStack’s different naming conventions for their lead sources compares for the same source:
Platform | Sub-Category (Specific Origin) | Main Lead Source |
Boxly | e.g. Facebook Lead Ads | e.g. Paid Source |
CareStack | e.g. Facebook | e.g. Marketing |
Example:
Boxly Source: Facebook Lead Ads (Paid Source)
CareStack Source: Facebook (Marketing)
They refer to the same origin, but are labelled differently. So, when mapping, choose the CareStack source that best aligns with your Boxly source, even if the wording isn’t identical.
The first part of your source is the sub-source, while the second section in brackets is the main source.
Boxly allows you to map your existing Boxly lead sources to CareStack’s lead sources. All lead sources you create in CareStack will appear in the CareStack Sources dropdown as shown below.
Once you’ve mapped your CareStack sources, and you create a new patient in Boxly for CareStack - by clicking the green “Create Patient” button on a lead, the lead source (main and sub-categories) will labelled according to your mapping.
When you create a new patient for CareStack, Boxly (follows the mapping) and fills in the correct CareStack reference like below.
After clicking “Create a Patient”, select the new lead source you want attached to the lead.
You must chose the Referral Source Name (main source) first, once you’ve chosen your main source the options for your Sub Category will become available based on the source selected.
The CareStack and Boxly integration offers practices a streamlined way to manage patient interactions, scheduling, and communications from one centralised platform. This integration helps practice teams stay organised, connected, and efficient, ensuring patient management processes run smoothly from start to finish
You can contact our Customer Success Team for any further assistance at support@boxly.ai.
