RootLogic
Knowledge Base
149 articles
How can we help?
Everything your team needs to manage leads, book consultations, and train the ad algorithm.
11
Categories
149
Questions
7
Critical
➜
Getting Started
14
Account, dashboard, mobile app
▶
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?
◆
Lead Pipeline
19
Opportunities, pipeline columns, moving leads
▶
Understanding
What are the pipeline columns and what does each one mean?
What is an 'opportunity' in RootLogic?
Critical
What are the opportunity values ($50, $500, $9,100) and why do they matter?
Critical
How 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
Critical
How do I correctly move a lead from Lead Received to Consult Booked?
Critical
Why should I ONLY drag-and-drop for Hot Lead, and use calendars for everything else?
Critical
What 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?
↻
Automation & Nurture
14
Sequences, after-hours chat, automated messages
▶
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?
Critical
A 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?
■
Booking
18
Consultations, procedures, calendars, no-shows
▶
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?
○
Communication
17
Calls, texts, email, response times
▶
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?
●
Contacts
25
Records, notes, tasks, DND, compliance
▶
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?
◇
Scenarios
10
Objection handling, edge cases, what-ifs
▶
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?
▬
Reporting
8
Google, Meta, calls, performance metrics
▶
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?
★
Reviews
5
Reputation, Google reviews, patient feedback
▶
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?
⚠
Troubleshooting
13
Common mistakes, fixes, pro tips
▶
Fixes
Critical
I 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?
⚙
Settings
6
Configuration, notifications, team management
▶
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?