Before you start
This article is for anyone calling clients through HappyDoc, on any practice system.
Calls need HappyDoc in a browser on a computer (Chrome recommended). The iPhone, iPad and Android apps don't place calls.
You'll set up two kinds of number: a Caller ID that clients see (usually your practice line, and it must be verified), and a number to reach you, the cell or desk phone HappyDoc rings first. Clients never see that one.
The call buttons show straight away, but calls only work once your Caller ID is verified.
Step 1: Open Call Capture settings
Log in at app.gohappydoc.com.
Open the Account menu at the top right and click Settings.
Click Call Capture in the list on the left. You'll see Caller ID Numbers and Numbers to Reach You.
Step 2: Add your Caller ID number
Under Caller ID Numbers, click Add Number.
In Phone Number, enter the number clients should see, usually your practice's main line.
If that line answers with a phone menu, fill in Extension (see Step 4). Otherwise leave it empty.
In Reference Name, give it a clear label, like "Practice".
Read the warning: "Be at this phone before you continue." Make sure someone is at that phone.
Click Save & Verify.
Step 3: Verify the number
A 6 digit code appears on your HappyDoc screen. It isn't read out on the call.
HappyDoc calls the number you added. A person needs to answer; voicemail won't work.
When prompted, type the 6 digit code on that phone's keypad.
Once it's verified, the number is ready to use as your Caller ID.
Shows as not verified? The code wasn't entered, was wrong, or took too long. Click Save & Verify again for a new code and enter it on the next call.
Step 4: If your practice line has a phone menu
If calls to your main line hear "press 1 for appointments, 2 for reception", the verification call has to get through that menu to a person. Set this up in Extension when you add the number.
In Wait before dialing, choose how long the menu talks before it accepts a key press.
In Then dial, enter the key that reaches a live person, for example 2 for reception.
Nested menu? Click Add another step and add the next wait and key.
Have someone at the front desk ready to answer and type the code.
If the call doesn't get through, choose a longer wait and try again.
Step 5: Add the phone you'll answer on
Under Numbers to Reach You, click Add Number.
Enter your cell or desk number.
Give it a name, like "Dr. Smith cell" or "Front desk".
Click Save.
Add as many as you need for different staff or locations. Want clients to hear that the call is recorded? Switch on Recording Disclosure on the same page, and check what your state requires.
Step 6: Call a client
Start the call one of three ways: click Call Client at the top of an open visit, click Start call on a visit in your list, or click Call in the Quick Start box at the bottom right (no visit needed).
In the dialer, check the Caller ID (what the client sees) and the number HappyDoc will ring first.
If the client has more than one number, pick the one to call. Or type a number.
Click Call.
Your phone rings first. Answer it, and HappyDoc connects you to the client.
Talk normally. The call records in the background.
Step 7: Make a note from the call
On a call started from a visit, click Add to this note to add the call to that visit.
When you hang up, the recording appears in Visit Assets on the right of the visit, usually within a few minutes.
Under Generate Documents, choose a document in Select documents. For follow up calls, choose HappyCallback.
Click Generate, then review the note before you finalize it.
HappyCallback summarizes the conversation and the next steps that came out of it, where a SOAP note documents an appointment. If you'd like it adjusted to match how your practice records callbacks, let us know.
💡 Quick Tips
Make a test call: after setup, call your own cell to confirm the right Caller ID shows.
Use clear names: "Practice", "Front desk", "Dr. Smith cell" make numbers easy to tell apart.
Pick up promptly: HappyDoc connects the client once you answer.
Use Chrome and keep the tab open: until the call ends and the recording shows. |
Troubleshooting / FAQs
Q: I can't place a call.
A: The call buttons show for everyone, but calls only work once a Caller ID is added and verified (Steps 2 and 3). If you can't open Settings, then Call Capture, ask whoever manages your HappyDoc account about your role.
Q: My phone isn't ringing when I place a call.
A: In Settings, then Call Capture, check your Caller ID is verified. Then check the right number is chosen in the dialer as the one to ring first.
Q: Clients see an unfamiliar number (like a 970 area code) instead of my practice number.
A: Your practice number isn't fully verified on our side, so calls use a default number. It can look verified in Settings even when it isn't. Delete the practice number, add it again, and complete verification (fill in Extension if your line has a phone menu). If that doesn't fix it, contact us and we'll check the status on our side.
Q: Clients see "Spam Risk" or "Scam Likely".
A: That label comes from the client's phone carrier, not from HappyDoc, so it can't be removed in HappyDoc. Calling with a verified Caller ID that matches your real practice number helps. If it continues, contact us and we'll look into it with our phone provider.
Q: The recording didn't show up after the call.
A: Longer calls take longer. Wait about 10 minutes, then refresh the visit page. If it's still missing, send us the patient name and the date and time of the call.
Q: My call recording isn't in On Device or Incomplete Uploads.
A: It won't be. Call recordings are made on our side during the call, never on your phone or computer, so there's nothing on your device to look for. They appear in Visit Assets.
Q: Can I call from my phone or tablet?
A: Not from the HappyDoc apps. Calls need HappyDoc in a browser on a computer.
Q: I'm using Safari.
A: Switch to Google Chrome. Safari can interrupt recordings while they upload.
💬 Need a hand? Chat with us in the app (bottom right corner) or email [email protected]. We're always happy to help.
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