RootLogic Knowledge Base 149 articles

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Everything your team needs to manage leads, book consultations, and train the ad algorithm.

11
Categories
149
Questions
7
Critical
Overview
What is RootLogic and how does it fit into my practice's marketing?
Account
How do I log into RootLogic for the first time?I forgot my password. How do I reset it?How do I update my profile information (name, email, photo)?Can multiple staff members have their own logins?What's the difference between user roles (admin vs. staff)?Who do I contact if I'm locked out of my account?
Mobile
What is the Lead Connector mobile app and how do I download it?What's the difference between the desktop dashboard and the Lead Connector app?Which tasks should I do on desktop vs. mobile?Can I receive lead notifications on my phone through Lead Connector?
Dashboard
What am I looking at when I first log in?How do I change the date range on my dashboard?Where is the how-to video library inside RootLogic?
Understanding
What are the pipeline columns and what does each one mean?What is an 'opportunity' in RootLogic?CriticalWhat are the opportunity values ($50, $500, $9,100) and why do they matter?CriticalHow do opportunity values help train Google and Meta ad algorithms?
New Leads
How do leads get into RootLogic? (Form fills, phone calls, chat)A new lead just came in. What should I do first?How do I see where a lead came from (Google, Meta, website)?How do I view a lead's contact details?How do I tell if a lead is spam vs. legitimate?
Moving Leads
CriticalHow do I correctly move a lead from Lead Received to Consult Booked?CriticalWhy should I ONLY drag-and-drop for Hot Lead, and use calendars for everything else?CriticalWhat happens to automation if I drag a lead instead of booking through the calendar?How do I move a lead to Hot Lead and why would I do this?A lead told me they need to think about it. Where do I put them?I accidentally moved a lead to the wrong column. How do I fix it?
Cleanup
Is it OK to delete an opportunity from the pipeline?If I delete an opportunity, does the contact info get deleted too?What happens to leads that sit in Lead Received for 45 days?How do I keep my pipeline clean without losing potential patients?
How It Works
What automated messages go out when a new lead enters the system?What is the 45-day nurture sequence and what does it include?When does the first automated text go out after a form submit?When does the first automated email go out?CriticalA patient is getting automated texts even though I already spoke to them. What went wrong?How do I stop automation from going out to a specific lead?If a lead replies STOP to a text, what happens? Can I still email them?What's the difference between unsubscribing from SMS vs. email?Does automation restart if I move a lead back to an earlier pipeline stage?
After Hours
What is the after-hours chat widget and where does it appear?What hours are considered 'after hours' for the chat widget?What automated message goes out to after-hours chat leads?Where do after-hours chat leads show up in my pipeline?How should I follow up with an after-hours lead the next morning?
Consultations
How do I book an in-person consultation for a lead?How do I book a virtual consultation?What's the difference between booking from the Pipeline vs. Contact Page?How do I select the right calendar (consultation type, doctor, procedure)?What do the different calendar options in the dropdown mean?Does the patient receive an automated confirmation when I book them?How do I reschedule a consultation?How do I cancel a consultation?
Procedures
How do I book a procedure after a successful consultation?Which calendars should I use for surgical procedures vs. consultations?
Calendar Sync
How do I sync RootLogic with our Google Calendar?What information do I need to set up Google Calendar sync?If I book in RootLogic, does it show up on Google Calendar automatically?How do I view my appointments inside RootLogic?
No-Shows
A patient didn't show up. What do I do in RootLogic?How do I mark a lead as a no-show?What automation goes out after a no-show?How do I rebook a no-show patient?
Calls
How do I make a phone call through RootLogic?Are phone calls made through RootLogic recorded?How do I listen to a recorded call or voicemail?How do I see missed calls and call back?How do I view call duration and call history for a contact?How do I audit phone calls for quality?
Texts
How do I send a manual text message to a lead?How do I send a text from the Lead Connector mobile app?Can I text a lead who unsubscribed from automated texts?How do I see the full SMS conversation history with a contact?How do I filter chat messages to find a specific conversation?
Email
How do I send an email to a contact through RootLogic?Can I see if a patient opened my email?How do I add a contact to an educational email series?
Best Practices
What's the ideal response time for a new lead?How quickly should I try to call a new lead?A lead isn't answering. What's the recommended follow-up cadence?
Basics
Where is the Contacts page and what does it show me?How do I search for a specific contact by name, phone, or email?What's the difference between a 'contact' and an 'opportunity'?If I delete an opportunity, where do I find that person's contact record?
Editing
How do I create a new customer/contact manually?How do I update a contact's email address?How do I update contact info when I only have a phone number?How do I add additional phone numbers to a contact?How do I merge duplicate contacts?
Notes
How do I add notes to a contact record?Where do I see notes that other staff members have left?What should I include in my notes after a phone call?How do I view a contact's full activity history?
Tasks
How do I set a follow-up task/reminder for a contact?Where do I see all my tasks when I log in?How do I mark a task as complete?How do I filter tasks (all vs. completed)?Can I assign a task to another staff member?
DND & Compliance
What does DND mean in RootLogic?How do I set a contact to DND?Does DND stop automated messages, manual messages, or both?A contact replied STOP. Can I still call or email them?How do I stop all outbound communication to a contact?How do I block a known spammer?What's the difference between DND, STOP, and blocking?
Think About It
Virtual lead says 'let me think about it.' What do I do?In-office lead says 'let me think about it.' What do I do?How do I add a 'thinking about it' lead back to initial handling?How long should I wait before following up with a cold lead?
Edge Cases
A lead says they called the wrong practice. What do I do?A lead asks about pricing over the phone. How do I handle it?A lead wants virtual instead of in-person. How do I switch?Lead wants to wait 3+ months for the procedure. Where do I put them?A lead already had a transplant elsewhere and wants a second opinion.A lead booked but wants to switch doctors. How do I rebook?
Reports
How do I view the Google Ads performance report?How do I view the Facebook/Meta Ads performance report?How do I view call duration reports?How do I audit phone calls for quality?What does each metric in the reports mean?
Understanding
What is a 'good' cost per lead for hair restoration?How many leads should convert to consultations?How do I prepare for my monthly performance review with VMMG?
Managing
How do I view all reviews for my practice in RootLogic?What is the Practice Reputation Dashboard?How do I respond to a Google review through RootLogic?How do I request a review from a happy patient?A patient left a negative review. What should I do?
Fixes
CriticalI dragged a lead to Consult Booked instead of using the calendar. How do I fix it?I can't see a lead that I know came in. Where did it go?My calendar isn't showing appointments I booked. What's wrong?The opportunity value didn't change when I moved a lead. Why?A lead shows in After Hours Chat but it was during business hours. Why?I accidentally deleted an opportunity. Can I get it back?The time stamp is 3 hours off from my time zone. Why?Lead Connector app isn't sending notifications. How do I fix it?A lead unsubscribed from SMS. Can they re-subscribe?
Pro Tips
What are the top 3 mistakes new RootLogic users make?What does a 'clean pipeline' look like and why does it matter?What's the single most important thing I can do to help ad performance?How do I become a power user?
General
Where are the Settings in RootLogic?How do I change my notification preferences?How do I update the practice's business hours?How do I update the practice's contact information?
Team
How do I add a new team member to our RootLogic account?How do I remove a team member who left the practice?