FAQ & onboarding support
Find answers before signup, during account setup and when preparing your pilot.
Getting started
What is DVT AI Platform?
DVT is being built to help clinic teams handle incoming calls, scheduling requests and staff follow-up. Available workflows depend on your clinic setup and the capabilities verified for your pilot.
Who should sign up for a clinic?
A clinic administrator, medical director or another authorized business contact should submit the request using a work email they can access. Each clinic goes through review, including DivineTouch.
What information do I need to sign up?
Your clinic name, administrator name, work email and clinic timezone. Do not provide patient details, passwords or API keys.
What happens after I submit the form?
Verify your work email, wait for platform review, then follow the account and invitation emails when setup is ready. You choose your own password, enroll an authenticator, sign in with MFA and accept your invitation.
Does submitting or approving my request start live calls?
No. Signup, account setup and pilot activation are separate steps. Patient access, call routing and integrations require a reviewed activation.
How long does onboarding take?
Timing depends on review, email/account readiness, vendor API access and the workflows you need. Your request is not a guarantee of an immediate launch date; contact support for your specific status.
Can I correct a typo after submitting?
Contact support with your request reference and the business detail to correct. A changed contact email must be verified again. Do not submit patient details in the correction.
What if I have multiple locations?
Describe your locations and administrators during review. The team will confirm whether to use separate clinic accounts and how scheduling and call routing should be arranged.
Accounts and invitations
Why do I need to verify my email?
Email verification confirms access to the contact inbox before the request can be approved. It does not create a clinic account or grant patient access.
I did not receive the verification email. What should I do?
Check spam and any clinic email filtering, confirm the address you submitted, and use Request a new code on the confirmation page when available. Keep your request reference. If it still does not arrive, contact support without sharing verification codes.
How long do verification codes and invitations last?
Signup verification codes expire after 30 minutes. Clinic invitations expire after 24 hours. Request a new code or ask an administrator to review an expired invitation.
Why might I receive two account setup emails?
The account provider sends your initial account instructions and temporary password. DVT sends your clinic invitation. Follow the invitation’s first-time setup link, enter the temporary password only on the secure setup page, choose your own password and enroll your authenticator.
What if I already have a DVT account?
Use your own account and authenticator to sign in, then accept the invitation if it is bound to your account. If the invitation does not match your account, contact support; do not use another person’s login.
Is multifactor authentication required?
Yes. Clinic and platform dashboard access requires the account password and authenticator verification. Setting up an authenticator alone does not sign you in; complete a fresh MFA sign-in afterward.
Can I share an invitation with another staff member?
No. Invitations are bound to the invited account. Ask your clinic administrator to arrange individual staff access with the appropriate role.
What if my invitation expired or I cannot use my authenticator?
Contact support with your account email and request reference if available. The team must review identity and account recovery. Never send your password, authenticator code, setup secret or recovery codes.
Can I add staff and restrict their access?
Clinic administrators can manage clinic roles and enabled access. Access is scoped to a clinic. Staff should use individual accounts; the last enabled clinic administrator is protected from removal.
EHR and scheduling
Do I have to use Elation?
No. DVT supports assisted setup for different EHR vendors and a standalone scheduling option. Each vendor’s API capabilities must be reviewed; an API address alone does not guarantee compatibility.
Will DVT connect to every EHR?
Compatibility is assessed individually. Patient lookup, availability, booking, cancellation and other workflows depend on what the vendor API actually supports and what has been tested. Unsupported workflows may need staff follow-up.
What if my EHR does not offer API access?
Tell us during onboarding. Standalone scheduling may be suitable for your clinic, subject to setup review. It does not automatically synchronize appointments with an EHR that has no supported connection.
Do I need to understand APIs to get started?
No. Provide your EHR name. An API base URL and practice identifier can help if your vendor supplies them, but the team can assist with access and compatibility review.
Where should I provide API keys or passwords?
When secure setup is enabled, clinic administrators can sign in and open Admin & Config → EHR connection. The initial self-service option accepts Elation sandbox API credentials only. Use your API client ID and client secret, never your EHR login password. Credentials are encrypted and never shown again. Other vendors require assisted setup. Do not send credentials in chat, email or the support form.
Is my EHR connected as soon as I save its URL?
No. Saved EHR details are setup information. Connection testing and activation happen separately; System Health will not infer availability from a saved URL.
Who controls appointment lengths and availability?
For an EHR integration, supported EHR scheduling rules and availability are the intended source of truth. In standalone mode, your clinic configures appointment duration, notice, booking horizon and availability in its own setup.
Can each clinic choose its own timezone?
Yes. A clinic administrator selects the clinic timezone in Admin & Config. Appointment handling uses that timezone, including daylight-saving changes. Review the timezone before launch.
Can I preview scheduling before launch?
Saved standalone scheduling settings can be previewed. A preview is not a live booking or a production activation. EHR workflows require vendor-specific testing.
What happens if no appointment is available?
The receptionist workflow should avoid inventing availability and route unresolved requests for staff review. The exact fallback and staff ownership must be tested for your clinic.
Can patients cancel or reschedule?
These workflows must be confirmed for your scheduling source and pilot scope. Do not assume every EHR exposes the necessary API operations or that they are enabled before testing.
Can I change scheduling source later?
Switching sources needs review. Existing appointments must be resolved before a source change that could lose scheduling visibility; saving a new source does not migrate an EHR calendar.
Calls and clinic operations
Do I need to replace my office phone number?
The team will review your phone setup. Forwarding or transferring from an existing office number may be appropriate. Do not change clinic routing until the pilot number and routing plan have been tested.
Can the receptionist handle calls 24 hours a day?
Call handling is configurable per clinic, including always-on or scheduled handling where supported. After-hours behavior and who owns staff follow-up must be agreed and tested before activation.
Can we use it only when our office forwards calls?
Your clinic can plan an office-managed forwarding workflow. The office phone system controls when it forwards calls; DVT configuration does not automatically configure your carrier or phone system.
What happens when a caller needs a person?
Human review and staff follow-up are part of the workflow design. Configure the staff queue and agree who monitors it. A queued task is not proof that a human was notified or that a call was transferred.
Does DVT provide medical advice or emergency care?
This onboarding service is for administrative setup, not clinical advice or emergency care. Do not use the support form for urgent patient needs; follow your clinic’s established emergency and clinical escalation procedures.
Are recordings or transcripts included?
Recording and transcript scope, retention, permissions and vendor eligibility must be agreed before use. Do not assume recording or transcript access is enabled by signup.
Which languages are supported?
Tell the team which languages and accents your callers need. Language behavior must be confirmed with your selected voice workflow and tested before the pilot; universal language coverage is not promised.
How can I tell whether services are working?
Platform administrators have System Health; clinic administrators have scoped status in Admin & Config. Healthy applies only to an actual available check. Not configured or Not checked does not mean a provider outage.
What happens during an outage?
Agree a fallback routing and staff procedure before launch. The MVP status dashboard uses manual refresh and is not a guarantee of automatic paging, historical uptime reporting or uninterrupted service.
Privacy, billing and support
Can I enter real patient information during onboarding?
No. Signup and support collect business contact and setup questions only. Patient workflows require separate agreements, secure configuration, integration testing and activation review.
Does creating an account establish HIPAA readiness?
No. Account setup is only one step. Applicable vendor agreements, eligible services, security controls and the reviewed deployment must be in place before patient information is processed. Do not treat onboarding as a compliance certification.
Can another clinic see our account?
Clinic dashboard authorization is scoped to the clinic. Platform administrators manage customer setup and support according to their assigned role. Individual staff should not share credentials.
Who can read a support request?
All authorized platform administrators can view the shared support inbox. Contact details are supplied by the sender and are not treated as verified identity or authority to change account access.
Will submitting a support question email every administrator?
The question is recorded in the shared admin inbox, visible to all platform admins. This MVP does not send an automatic email to each administrator or promise an email receipt. Keep the on-screen support reference.
What should I include when contacting support?
Your business contact details, a short description of the issue and your request reference if available. Describe the screen or step involved without including patient names, dates of birth, passwords, codes or credentials.
How quickly will support reply?
A response-time commitment has not been published for this MVP. Support questions are reviewed manually. This form is not an emergency channel.
What does the service cost?
Ask for a quote for your clinic and pilot scope. A standard published price is not confirmed here. EHR developer access, telephony usage and other vendor fees may be separate; confirm them before committing.
Does requesting setup commit my clinic to a paid subscription?
The setup request itself does not activate a paid service through this form. Review any commercial agreement, vendor fees and launch scope separately before activation.
What should we complete before our first pilot?
Verify the administrator account and timezone, select a scheduling source, review call handling and staff follow-up, complete required agreements and credentials, test the agreed workflows, and obtain activation approval.