Navigating the Profile Panel with Intiveo Voice

Caller Profile Panel Overview

When you're on an active call, clicking the Profile icon in the Caller ID+ panel opens the caller’s profile panel on the right side of your screen.

Overview Tab

The Overview tab highlights the most important information you might need during a call. It includes:

• Shared Phone Number

• Contact Information

• Referrals

• Appointments

• Due Dates

To read more on each section please click the links below:

• Shared Phone Number
• Contact Information
• Referrals
• Appointments

Shared Phone Number

If the caller’s number is shared by multiple people in your records, Intiveo will show a banner listing those individuals near the top of the panel.

You can click on any name in the list to switch profiles. When you do, all related information (appointments, due dates, referrals, contact details) will update automatically.

Contact Information

Contact details are shown based on where the caller exists in your system:

• Patients – Pulled from your practice management software (PMS).
  To update: Make changes in your PMS—Intiveo will sync within a few minutes.

• Contacts (via Intiveo Chat) – Pulled from contacts you’ve added manually.
  To update: Edit directly in Chat > Contacts.

• Referred Patients – Pulled from referrals submitted through Intiveo.
  To update: Create a patient file with the updated info, then link it to the referral.

• Referral Partner Offices – Pulled from their Intiveo or Referral Portal account.
  To update: They’ll need to change it themselves in their account settings.

Appointments

You’ll see the caller’s most recent past appointment and all upcoming appointments.

• Click any appointment to open a slide-up panel with more details

• You can take actions like confirming the appointment directly from here

For a full list of all past/future appointments, visit the Tools tab.

Due Dates

If the patient has a current active due date, it will appear here along with its booking status—so you’ll know right away if they still need to book.

For historical or upcoming due dates beyond this one, check the Tools tab

Referrals

If the caller is tied to any referrals, those will appear under the Referrals section. Click any referral tile to view more details and check the status badge.

Tasks Tab

The Tasks tab in the caller’s profile helps you make the most of your time on the phone. It shows suggested actions so you can proactively follow up on key items while they’re on the line.

🔒 Tasks are currently standardized across all accounts. Custom task creation is not yet supported.

Unconfirmed Appointments

If the patient has an unconfirmed appointment within the next 7 days, a task tile will appear as a reminder to confirm it with the caller.

Important note:
If your appointment reminders include instructions or links that won’t be sent once the appointment is confirmed, you may want to skip confirming during the call and let the reminder go out as scheduled.

What you can do:

• Confirm the appointment directly

• Add a note to the appointment in Intiveo
  (Note: These notes do not sync to your PMS.)

Tasks: Unbooked Due Date

If the patient has a recall due date that is:

• Within the next 30 days, or

• In the past and still unbooked

A task tile will appear reminding you to ask if they’d like to schedule their next appointment.

Referrals to Book

If the patient is linked to a newly submitted referral, the task will appear so you can offer to help them book their first appointment.

Incomplete Forms

If the patient has any incomplete forms that are either:

• Linked to a current or future appointment, or

• Not linked to a specific date

You’ll see a reminder to follow up.

What you can do:

• Re-send the form via email or text message using the context menu