FAQ

Q. I can't sign in — what's my clinic code?

Your clinic code is a short identifier your practice manager set up when your Anashi account was created (e.g. acme-dental). It's not something you can guess — ask whoever set up the account.

Q. I'm signed in, but the sidebar is missing something I expected (Reports, Settings, etc.)

This is almost always a permissions issue, not a bug. Each user's visible menu items are controlled individually — ask your practice manager to enable the right access for you.

Q. I forgot my password.

There's no self-service reset right now. Ask your practice manager to set a new password for you.

Q. A confirmation call never went out for an appointment. Why?

Check these in order:

• Open the appointment's detail panel on the right. Does it say AI Control · Disabled? If so, the automation is turned off for that one appointment — switch it on in Edit.
• Was the Preferred call time in the past when the call was scheduled? If yes, the call may have been skipped. Edit the appointment to push the call time forward.
• Was the call time outside your clinic's open hours? Calls only fire within configured hours.

Q. What happens after both "no answer" calls fail?

Anashi doesn't keep retrying. The appointment is marked No Answer and shows up under Action Needed on the dashboard so your team knows to follow up by hand.

Q. Can I edit an appointment from yesterday or last week?

Past-dated appointments are read-only in the dashboard — you can view them but not edit. This is intentional, to keep the historical record accurate.

Q. What does the "AI Control · Disabled" line in the detail panel mean?

It means the automatic confirmation calls are switched off for that specific appointment. The visit itself still exists; only the AI calls are skipped. Useful for VIP patients you want to call yourself, or for one-offs where automation isn't appropriate.

Q. The "Call back" button is missing on my detail panel.

The on-demand Call back button is only available if your clinic has manual call triggering enabled. If you need it and it's missing, ask your practice manager to turn it on for your clinic.

Q. What does it mean when a row is marked "Duplicate"?

The row matches an appointment that already exists in your account. Anashi unchecks duplicates by default so you don't accidentally double-book the AI calls. Review each one — if it really is the same appointment, leave it unchecked; if it's a different visit that just happens to look similar, you can re-select it.

Q. I'm stuck on the "Map columns" step — the "Next" button won't enable.

All four required fields (Patient name, Phone number, Appointment date, Appointment time) must be mapped before you can continue. Look for any of those four whose dropdown still says "— Not mapped —".

Q. Why did some imported appointments not get AI calls scheduled?

Either the Enable automated confirmation toggle at the top of Step 3 was off, or you toggled the AI off for individual rows in the table. Re-open those appointments and turn the AI back on if you want calls.

Q. The warning says "Preferred call time has already passed today." What do I do?

That warning appears when your Call date is set to Call Today but the preferred call time is earlier than the current time — meaning the call can't actually happen today. Either pick a later call time, or change the Call date to a future day.

Q. My file has 6,000 rows — can I still import it?

The per-file limit is 5,000 rows. Split your file in half and import each half separately.

Q. I don't see "Incoming Calls" in my sidebar.

Either your clinic doesn't have AI phone-answering turned on, or your account doesn't have the permission to view incoming calls. Ask your practice manager.

Q. What's the difference between "Resolved" and "Transferred Called"?

Resolved: the AI handled the whole call by itself; nothing further is needed. Transferred Called: the AI sent the patient over to a human line during the conversation.

Q. Some calls don't have a recording.

If the call ended very quickly or was cut off before a recording could be saved, the recording section will say "No recording available." The AI summary is still your best reference in those cases.

Q. I removed a provider by mistake — are existing appointments affected?

No. Existing appointments keep their assigned provider value even if you remove that provider from the list. Only future appointments would no longer see that provider as an option. If you want to fully restore, just Add the provider again with the same name.

Q. My CSV report is empty even though I have appointments in that range.

Double-check the From and To dates — they need to actually surround your appointments' dates. Also confirm you're viewing the right clinic (if your account has access to more than one). If the table on screen shows rows but the CSV is empty, refresh and try downloading again.

Q. What's the "System Logs" column in Reports for?

It's Anashi's internal record of what happened for that appointment — useful when investigating why a call didn't go out, why a status changed, etc. Click into it to see the entries.