Notifications & the audit trail
Dentist emails A stage advance sends the dentist a white-label email (your logo, your colors). If they have a portal sign-in it links straight to the case; if they do not, the email asks them to reply instead — which lands on the case conversation — rather than offering a link they cannot open. Office → Dentists shows Email only next to a doctor who has no sign-in. You choose which stages are worth an email. Settings → Email doctors at these stages is the lab-wide default — every stage, a list you pick, or none at all — and any one doctor can differ on their own record (Office → Dentists → Edit): follow the lab, only the stages you pick, or never. Switching stage emails off for a doctor does not touch the events you tick under Email the doctor about, and they can still reply on the case. When we hold one back because of this setting, the audit trail records it as *Stage emails are off for this doctor* — a deliberate choice, not a failure. SMS Per-dentist opt-in (Office → Dentists): phone number, opt-in checkbox, and which stages trigger a text (default: Shipped only). Messages carry your lab name and never the patient's name, and honor STOP automatically. Two-way: replies by text or email Dentists can reply to any Casetop text or email. A texted reply (including a photo) lands on the case's conversation thread tagged "text message", matched to the case we last texted them about (or, if we never have, their most recently updated open case); texts from a number that isn't on any dentist record are ignored. An emailed reply threads the same way. When you answer from the case page, Casetop sends your reply back the way they wrote — by text if their last message on that case was a text and they still have a mobile number on file, otherwise by branded email with a reply-to that threads back — and logs it in the per-case notification audit as "Reply to dentist". STOP / START from the dentist update their SMS opt-in automatically. Your AI production manager Every morning Casetop reads your board and writes a huddle brief: which cases are at risk (overdue, or stuck in a stage far longer than your lab's own typical time), where the bottleneck is forming, what to prioritize. It sits at the top of the Cases board (✦ Morning huddle — admins and managers can ▶ Run now). Want it in your inbox as well? Office → Insights → Email settings, or the Email settings link on the huddle strip — the daily email is off until you switch it on. The Sunday business review emails the admin by default and can be switched off in the same place. The audit trail Every send — and every send we chose not to make (no phone on file, opt-in off, stage emails switched off for that doctor) — is recorded, so "did we tell Dr. Jones?" always has a definitive answer. A single case's log is on the case page under Dentist notifications. Lab → Notifications lists them all, newest first: search by case number, doctor or address, and filter by outcome and channel. Office → Inbox surfaces just the ones needing attention. Outcomes read: Delivered (the doctor was told), Not applicable (nothing was due on that channel — no address on file, or the doctor has not opted into texts for that stage), Failed (the provider rejected it — the reason is on the row), Rejected by the address (it was sent and the recipient’s mail server refused it, so nothing arrived — correct the email on the doctor or practice and re-advance the case; the server’s own reason is on the row) and Not delivered (our sending service did not accept it; that is on us, our team is alerted automatically, and re-advancing the case sends it again). Each row also carries a plain-English reason. The one to watch for is “Email address looks undeliverable” — we refuse to send to an address that cannot receive mail rather than burning your sending reputation on it, so a typo in a doctor’s email shows up here rather than silently going nowhere. Fix it at Office → Dentists → Edit and re-advance the case to send it again.
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