How to set up and use Rebooky

Getting started

Rebooky looks at your Acuity appointments and shows you which patients don't have a next visit booked. You reach out to them, and Rebooky keeps track of who you've contacted and what they said.

After you sign up, Rebooky walks you through three short steps. Only the practice owner does these.

1. Connect Acuity. Paste your Acuity User ID and API Key. Where to find them.
2. Add practitioners. Add each person who sees patients, with a word from their Acuity calendar name. How keywords work.
3. Sync patients. Click Sync my patients. Rebooky brings in your patients and opens your patient screen.

What happens on the first sync

• Rebooky looks back over the last 180 days of appointments in Acuity, and 30 days ahead.
• Anyone who saw one of your practitioners in that time, and has nothing booked with them in the next 30 days, goes into that practitioner's Inbox.
• Anyone with an appointment today isn't added yet. They're checked again on a later sync, so the front desk has time to book their next visit first.
• Canceled appointments don't count. Patients with no email address in Acuity are skipped.
• It usually takes under a minute. A very busy practice can take a little longer, so keep the page open until it finishes.

When it's done, you'll land on the patient screen with a message saying how many patients were added.

Connecting Acuity

Rebooky needs two things from Acuity: your User ID (a number) and your API Key (a long mix of letters and numbers).

Where to find them

1. Sign in to Acuity Scheduling as the account owner.
2. In the menu, click Integrations.
3. Scroll down to the API section.
4. Click View credentials.
5. Copy the User ID and the API Key into Rebooky, then click Connect Acuity.

Is it safe?

• Rebooky only reads from Acuity. It never adds, moves or cancels appointments, and it never changes your schedule.
• Rebooky doesn't message your patients. You decide who to contact and how.
• Your API Key is stored encrypted. In Settings you'll only ever see its last four characters.

If it doesn't work

"Acuity didn't accept that User ID and API Key."

Copy both again from View credentials. The User ID is a number, not your email. Make sure you copied the whole API Key.

"We couldn't reach Acuity just now."

Acuity didn't answer. Wait a moment and try again.

"Acuity didn't accept the saved User ID and API Key. They may have been changed in Acuity."

This shows up when you sync. It usually means someone made a new API Key in Acuity. Enter the new one in Settings → Acuity.

Changing it later

The owner can go to Settings → Acuity at any time. You'll see the saved User ID and the end of the key. Test connection checks that Acuity still accepts them. To switch, enter a new User ID and API Key and click Save Acuity details.

Practitioners and calendar keywords

Each practitioner gets their own patient lists. To know which appointments belong to whom, Rebooky looks at the name of each Acuity calendar.

A calendar keyword is a word (or a few words) that appears in a practitioner's Acuity calendar name. Capital letters don't matter, and the word can be anywhere in the name.

Examples

During setup, Rebooky lists your Acuity calendar names under Your Acuity calendars, so you can copy a word straight from there.

What if…

• The keyword matches several calendars: all of them count for that practitioner. Handy if Sarah has a "Sarah – Downtown" and a "Sarah – Uptown" calendar.
• A calendar matches two keywords: the longer keyword wins. So "Sarah B" beats "Sarah".
• The keyword matches no calendar: that practitioner gets no patients. Check the spelling against the calendar names.
• A calendar matches no keyword: its appointments are left out.

Changing practitioners later

The owner can add, edit or remove practitioners in Settings → Practitioners. A new keyword is used from the next sync on. If you remove a practitioner, their patients stay in Rebooky, but you can only find them with Search.

The patient screen

This is where you'll spend your time. The sidebar on the left lists your practitioners and their lists. The main area shows the patients in the list you picked. On a phone, tap ☰ to open the sidebar.

At the top: Help opens this guide, Settings (owner only) and Sign out.

The sidebar

• Task Manager at the top opens your practice's shared to-do list. The number is how many tasks are open. More on tasks.
• Below it, each practitioner (with their location). Click a name to fold or unfold their lists.
• Under each practitioner are their lists, one per status, each with a count. Click one to open it.

Rebooky remembers the last list you opened on this device.

Statuses: what each list means

Every patient has one status. Change it with the drop-down on the right of their card. The card then moves to the list for that status, and the counts update.

Leaving the Inbox: a patient leaves the Inbox as soon as you give them any other status. Choose Booked and they're removed from Rebooky completely. If they later lapse again, a future sync brings them back to the Inbox.

Filters and tiers

The buttons above the list narrow down what you see. All shows everyone in the list.

Each patient has a tier, shown as a colored badge and a colored bar on the left of their card. The tier comes from how many visits Rebooky found in Acuity for that patient with that practitioner:

Visits are counted from the appointments Rebooky has seen: up to 180 days back on the first sync, and the last 30 days on later syncs. A later sync never lowers a count. Lists are sorted by tier (VIP first), then by most recent visit.

The Not Contacted and In Progress buttons show only patients with that status. Since each list already holds one status, they matter mostly inside those two lists.

The patient card

Each card shows the patient's name, tier, phone, last visit, number of visits and how many days ago they last came in (as of the last sync). Click the name to open the details:

• Status: the same as the drop-down on the right.
• Reason: optional, to note why they haven't rebooked (for example Insurance, Moved, Pain Resolved or Traveling).
• Transfer to: notes which other practitioner they went to. This is just a note. It doesn't move the patient to that practitioner's lists.
• Follow-up date: when to reach out again. On that day the patient moves to Time to Follow Up, so nobody slips through. Rebooky doesn't text or email them for you.
• Date contacted and Expected return: dates for your own records.
• Notes: anything you want to remember. Saved when you click outside the box.
• Remove: deletes the patient from Rebooky (you'll be asked first). If they have recent visits and nothing booked, a later sync can add them again.

Every change saves straight away. You'll see a small "Saved" message.

Sync Acuity

The ⟳ Sync Acuity button fetches fresh appointments from Acuity. It looks at the last 30 days and the next 30 days.

• New patients without a next booking are added to the right Inbox.
• Patients already in Rebooky get updated visit counts, last visit and tier. Their status and notes are kept.
• People with an appointment today won't appear until a later sync, so the front desk has time to book their next visit first.
• Sync doesn't remove patients who have since booked. When someone books, set their status to Booked.

How often: sync doesn't run on its own. Click it whenever you want fresh data, at any time of day. Many practices sync once a day.

One at a time: only one sync can run per practice. If you or your staff member click it while one is running, you'll see "A sync is already running. Give it a minute." A sync that gets stuck clears itself after 10 minutes.

Add Patient

Use + Add Patient for someone who isn't coming from Acuity yet. Only first and last name are required. You can also add phone, email, practitioner, location, last visit date and notes.

They go into that practitioner's Inbox with the Manual tier. If they later turn up in an Acuity sync (matched by email, or by name with the same practitioner), their visit details are filled in and your notes and status are kept.

Search

The search box at the top looks through every practitioner and every status. Type at least 2 letters of a name, or at least 3 digits of a phone number. Each result shows the practitioner and current status, and you can edit it right there. Up to 50 results are shown, so keep typing to narrow it down. Press Esc to clear the search.

Task Manager

A simple to-do list shared by everyone at your practice. Open it from the top of the sidebar.

• Add a task: type a title (and a description if you like), then click Add task.
• Progress note: type an update and press Enter or click Save note. The newest note replaces the last one.
• Finish a task: click the round box. Its progress note is kept as the completion note.
• Completed: finished tasks are in the Completed section at the bottom. Click the check mark to reopen one.
• Delete: click × (you'll be asked first).
• A red dot in the sidebar means there are open tasks. Hide the red dot until tomorrow hides it on this device for the rest of the day.

Team

You can invite one staff member to share the work.

1. Go to Settings → Team.
2. Enter their email and click Send invite.
3. They get an email with a link to choose a password and add their name.

Until they accept, you'll see "Invite sent, not accepted yet" and a Resend invite link. Remove takes away their access straight away. To invite someone else, remove your current staff member first.

Billing and trial

Free trial

You get 14 days free with full access, and no credit card is needed to start. We email you 2 days before the trial ends and again when it ends.

Plans

• Monthly: $49 a month.
• Annual: $468 a year (works out to $39 a month, saving $120).

The owner chooses a plan in Settings → Billing and pays securely through Stripe. If you choose a plan during your trial, you won't be charged until the trial ends.

What "view-only" means

If your trial ends without a plan, or your subscription ends, your account becomes view-only. You can still sign in and see all your patients and tasks, but you can't change statuses or notes, add patients or tasks, sync Acuity or change practitioners. Nothing is deleted. A banner at the top has a button to choose a plan, and editing comes back once you do.

If a payment fails

You'll see a banner and get an email. Rebooky keeps working normally for 7 days, so you have time to update your card with the Update card button. After 7 days the account becomes view-only until the card is updated.

Changing or canceling

In Settings → Billing, click Manage Billing to update your card, switch between monthly and annual, see invoices or cancel. If you cancel, you keep full access until the end of the period you've paid for.

Questions