Getting started

FrontOwl answers your practice’s phone with an AI receptionist, books visits into your calendar, texts patients, and gives your team a portal with every call recorded, transcribed and summarized. This guide covers everything your front desk and owners need.

1. Create your account at frontowl.ai/signup. You get a 14-day free trial with every feature — no credit card.
2. Answer the setup questionnaire (about 10 minutes). Paste your website and press Import from website: we read your pages and fill in your hours, team, services and insurance. Check each step, then press Finish setup. We create a calendar for each provider and write your receptionist’s script from your answers.
3. We connect your number. The FrontOwl team sets up your phone line and voice, usually within one business day.
4. Forward your calls to that line (see below). Your practice number never changes.
5. Make a test call. Within seconds of hanging up it appears under Calls with the recording, transcript and summary.
6. Invite your team under Practice settings → Team, and choose a plan any time under Billing — you aren’t charged until the trial ends.

Forwarding your calls

FrontOwl works with the phone number you already have. You decide when calls reach FrontOwl by setting call forwarding with your phone provider:

• After hours only — schedule forwarding outside office hours (most VoIP systems such as RingCentral, Weave, Mango, Nextiva and 8x8 have a schedule setting).
• After hours + when busy (most popular) — add “forward on busy” and “forward on no answer after 4 rings”.
• Every call — forward all calls; FrontOwl becomes your front line.

Traditional landlines usually use star codes, e.g. *72 + number to forward all calls, *73 to stop, or *92/*93 for no-answer forwarding — the exact codes vary by carrier, so check with yours. You can change coverage at any time; nothing in FrontOwl needs to change.

Tip: tell us which coverage you chose in the questionnaire (Phone answering step) so the receptionist describes your availability correctly.

Calls

Every call FrontOwl answers shows up here a few seconds after it ends. The list is grouped by day; the numbers across the top are for the selected period.

• Filters: 24 hours / 7 / 30 / 90 days / All, Needs action vs Handled, call reasons (Scheduling, Emergency, Billing & Insurance…), and search across names, numbers and everything said on the call. Click the Need a callback, New patients or Urgent tiles to filter by them.
• Handled means it’s done. Action means someone should follow up — it also creates a follow-up. Urgent marks pain, swelling, bleeding, trauma and other same-day problems.
• Play the recording. The transcript highlights the line being spoken; click any line to jump there. Change speed with the 1× button. Download saves the audio file.
• Summary — who called, what they needed, what was done, plus action items and any details the receptionist collected (name, date of birth, insurance).
• Translate any call — summary and full transcript — into English, Spanish, Vietnamese, Chinese and more. Translations are saved, so the second time is instant. The original stays visible under each line.
• Patient — calls link to a patient record automatically; use Change to link a different patient or create one.
• Mark resolved when the follow-up is done (this also closes its follow-up). Office notes are for your team only.
• Download .txt or Print the transcript, and Export CSV of the list for reporting.

Missed calls

Calls that never reached the receptionist (busy, no answer, carrier error) and callers who hung up before saying anything are listed separately under Missed calls. Each one gets a callback follow-up. If missed-call text-back is on, FrontOwl also texts the caller: “Sorry we missed your call — reply here to book”, so many of them book by text before anyone calls back.

Press Call back to dial from your phone, then Mark resolved.

Follow-ups

One to-do list for the front desk. Urgent calls, calls needing action and missed calls land here automatically; you can also add your own (+ New follow-up), with notes, a due time, priority and an assignee.

• Tick the circle to mark a follow-up done. For a call follow-up this also marks the call resolved, and reopening the call reopens the follow-up — the two never disagree.
• Filter by Mine / Unassigned and by type. Overdue items show their due time in red.

Patients

Your patient list builds itself from calls, texts and bookings. When someone calls, FrontOwl matches them by phone number and name — so a parent and child sharing one cell stay two separate records. You can also add patients by hand.

• A patient’s page shows contact details, date of birth, insurance, tags and notes; upcoming and past appointments (with a no-show count); open follow-ups; and the full call history.
• Same phone number lists household members. Owners can Merge a duplicate into another record — calls and follow-ups move across.
• Use + Book visit and + Follow-up right from the profile.

The patient file

Open any patient for their full file. The header shows date of birth, phone, primary insurance and flags (medical alerts, no-shows, balance due). Opening a file is recorded in the audit log.

• Phones & email — cell, home and work numbers (at least one is required; texts only go to the cell), which one to call first, and email. Calls, texts and bookings are matched to the patient on any of their numbers. Adding a patient warns you first if someone with the same name or phone already exists.
• Numbers used to reach us (Calls & texts tab) — every number the patient called from, plus any callback number they gave the receptionist. Early in each call the receptionist confirms the best number in case the call drops; if a call is cut off mid-conversation it’s marked Dropped, gets a follow-up, and (with text-back on) the patient gets “looks like our call got cut off” at their callback number.
• Overview — preferred name, sex, preferred contact and language, patient since, referral source, text consent, home address, a separate billing address if different, emergency contact, parent/guardian for minors, and medical alerts (allergies, conditions, pre-medication) shown as a red flag.
• Insurance — primary and secondary policies: plan/network, member ID, group, subscriber and relationship, employer, effective date, annual maximum and amount used, deductible and amount met, and the coverage breakdown (preventive / basic / major / ortho %). Each policy shows whether each provider is in or out of network for it, and when it was last verified — press Mark verified today after you check benefits.
• Visits — upcoming visits and the full history with status (completed, no-show, cancelled), provider, notes and a Create invoice button on completed visits.
• Billing — balance, money awaiting insurance, and every invoice.
• Calls & texts — every call (with summaries) and text conversation with the patient.

Invoices & payments

• Create invoice from a completed visit: the visit type’s fee and CDT code are filled in, and the insurance share is estimated from the patient’s primary policy — coverage % for that kind of visit, after any remaining deductible (preventive care isn’t subject to the deductible). If the provider is out of network you’ll see a warning; if they don’t take the plan there’s no insurance estimate.
• Edit lines, add items, or start a blank invoice from the Billing tab.
• Record payments by card, cash, check, insurance (from the EOB), or adjustment/write-off. Record only the last 4 digits of a card — full card numbers are refused. An invoice turns paid automatically once both the patient share and the insurance share are settled; if insurance pays more or less than estimated, the patient’s share adjusts.
• Print statement opens a clean statement addressed to the billing address — print it or save it as a PDF.
• Paid invoices are locked; Void an invoice (owners) to cancel it while keeping the history.
• FrontOwl’s billing is for statements and front-desk tracking. Claims are still filed from your practice management software.

Calendar

Every provider has their own calendar. The Day view shows one column per provider so you can see everyone coming in at a glance; the line above it shows how booked each person is and how many hours are still open. The Week view shows one provider’s week.

• Book: click an empty spot in a provider’s column (or + Book). Pick or create the patient and the visit type — the form shows that provider’s open times that day; click one to fill it in.
• Find a time searches the next two weeks for a visit type across everyone who does it. Because availability is calculated per person, a hygienist booked solid from 9 to 2 never stops the dentist from taking a patient at 10.
• Open an appointment to change its status — Booked, Confirmed, Arrived, Completed, No-show, Cancelled — or move it to another time or provider. Visits booked by the receptionist carry an AI tag and link back to the call.
• Grey hatched time is outside working hours; striped blocks are lunch, meetings or time off. The red line is now.
• Double-booking is blocked. If you really mean to, tick Book anyway.

Inbox & texting

All text conversations with patients — and website chats — in one place. FrontOwl replies automatically and can book, move or cancel visits by text using the same calendar rules as on the phone.

• AI badge: FrontOwl is answering. Staff badge: a person took over. Replying yourself takes the conversation over; Hand back to AI returns it.
• Needs a person filter shows conversations the AI handed to staff.
• Keywords patients can text: C or YES confirms their next appointment; STOP opts out (no more texts until they reply START); HELP replies with your phone number. Note that carriers also treat CANCEL as an opt-out, which is why our reminders say “reply R to reschedule”.
• Test as a patient lets you try the AI texter without a phone — it really books on your calendar, so cancel test visits afterwards.
• Messages marked Simulated — not sent mean your texting number isn’t connected yet.

Email

The Email page sends announcements, specials, closures and recall messages to the patients you choose, and keeps a log of every email FrontOwl sends for you.

Campaigns

1. Press + New campaign, or start from an idea (holiday hours, use your benefits, whitening special, new-patient welcome).
2. Write the subject and message. Placeholders: {first_name} {practice} {phone}. Simple formatting works: **bold**, - list items, [link text](https://…).
3. Pick who gets it: everyone, new patients, patients with a visit coming up, patients due for a cleaning, lapsed patients (no visit in 18 months), patients on one insurance network, or a tag. The count updates as you choose and shows who is left out.
4. Check the live preview, press Send test to me, then Send now or Schedule… for later. A scheduled campaign can be stopped until it starts.

Campaigns go out in batches of 60 a minute so your sending reputation stays healthy. Once sent, a campaign can’t be edited; its page shows how many were delivered or failed.

Unsubscribes

Every campaign email has an unsubscribe link and your mailing address in the footer (required by law for marketing email). The link opens a confirm button, so email security scanners that “click” links don’t unsubscribe anyone by accident. Unsubscribed patients stop getting campaigns and recall emails, but still get appointment and billing emails. Their patient file shows the date they opted out.

Automatic emails

Under Email → Automatic emails & settings, turn on any of:

• Booking confirmation, right after a visit is booked.
• Reminder about 24 hours before the visit.
• Recall: patients with no cleaning in the months you set and nothing booked. Each patient gets one at most every 3 months.

Review requests (by text or email) are set up under Self-service → Reviews.

Text or email? For confirmations and reminders, choose text, email or both as the practice default. A patient’s own preferred contact on their file always wins, so nobody gets the same reminder twice.

One-off emails & statements

On a patient file, ✉ Email sends a short note (don’t include clinical details). On an invoice, Email statement sends the statement with the balance due. Both show up under the patient’s Calls, texts & email tab and in the Sent emails log.

Online booking

Your booking page lives at /book/your-practice — copy the link (or a ready-made “Book online” button) from Self-service → Online booking and put it on your website, Google Business Profile and social pages.

1. The patient says whether they’re new or returning, picks a visit type and (optionally) a provider, then taps an open time.
2. They enter their name, date of birth, cell phone, and optionally email and insurance. Ticking “Text me” allows confirmation texts; without it they need an email.
3. The visit lands on your calendar marked Booked online, and the usual confirmation and reminders go out.

• Times come from the same calendar the receptionist uses: hours, lunch, holidays, closures and existing visits all apply. Choose which visit types can be booked online (leave emergencies off), how far ahead, and the minimum notice.
• Returning patients are matched to their chart only when phone, last name and date of birth all agree. If they don’t, a new chart is created and a follow-up asks the front desk to check for a duplicate. The page never reveals whether someone is already a patient.
• Abuse guards: a hidden spam trap, at most two upcoming online bookings per person, and a cap on bookings per network per hour.
• Turn off “New patients can book online” to send new patients to the phone instead.

Waitlist

Patients who want an earlier time — or couldn’t find one — join the waitlist from the booking page, by phone (the receptionist offers it when no time works) or from their patient file (Waitlist button). Each entry can have a visit type, provider, date range and time of day.

• Automatic offers: when a visit is cancelled, FrontOwl texts (or emails) up to 3 matching patients — by default the ones waiting longest — a link to the freed time. The first to tap it gets it; the calendar is re-checked at that moment, so nobody is double-booked. Offers go out between 8 am and 8 pm.
• For a patient who already has a visit and wants it sooner, taking an offer moves their visit instead of booking a second one.
• Find & offer times on an entry shows current openings that fit; pick up to three and send them in one link.

Digital forms

Patients fill in forms on their phone and sign with a finger. Three starter forms are ready under Self-service → Forms: New patient intake (contact details, address, emergency contact, insurance, medical and dental history, consent), Medical history update and Treatment consent. Edit any of them or build your own: short and long answers, dates, choices, yes/no, agree boxes and signatures.

• Sending: a patient file’s Send form button sends a one-time link by text or email (it expires in 3 weeks). With Automatic intake on, new patients get the intake form a few days before their first visit, or right away if it’s sooner.
• Reviewing: submissions appear under Forms and in the patient’s Forms tab, with a follow-up to review them. Copy into patient file shows exactly what will change (address, emergency contact, medical alerts, insurance) before you apply it. Insurance from a form is added as unverified.
• Every submission keeps the form as the patient saw it, their answers, signature, typed name, time and IP address. Print / save PDF gives a signed copy for the chart.
• The form page shows only the patient’s first name — nothing from the chart is pre-filled, in case a link is forwarded.

Text-to-pay

On an open invoice with a balance, Text pay link sends the patient a secure link (by text or email, their preference); Copy pay link gives you the link to paste elsewhere. The patient sees the practice, statement number and amount due — no treatment details — and pays on a Stripe page. The payment is recorded on the invoice automatically and the link stops working once paid. Links expire after 30 days.

• Money goes straight to your practice’s own Stripe account. Connect it under Self-service → Payments → Connect Stripe (an owner, a few minutes; Stripe asks for business and bank details).
• The voice receptionist can send a pay link too: after verifying the caller, it tells them their balance and texts the link to the cell number already on file — never to a number read out on the call. Card numbers are never taken by phone or text.
• Edit the payment text under Payments. It must include {link}; {amount}, {first_name} and {practice} are available.

Reviews

A few hours after a completed visit, FrontOwl asks the patient — by text or email — to rate the visit on a short page (once every 6 months per patient at most). Set it up under Self-service → Reviews with your Google review link.

• Happy patients (4★ or more by default) are invited to post on Google with one tap.
• Unhappy patients are asked what went wrong first. Their comment goes to the office as a follow-up (urgent for 1–2★) so someone can call them the same day. They can still post on Google — hiding that option from unhappy patients (“review gating”) is against Google’s rules and the FTC’s.
• The Reviews tab shows your average rating, response rate, Google clicks, recent comments and ratings by provider. Ask any patient manually with Ask for review on their file.

Practice website (add-on)

No website, or an outdated one? FrontOwl builds a fast, mobile-friendly one-page site for your practice from the details you already gave us: hours, services, providers, insurance and address. Patients can book online, text with your receptionist, or tap “Talk to us now” and speak with the same receptionist that answers your phone, right in their browser, with no phone call.

• Pricing: $49/month plus a one-time $299 setup in which we design and write it for you. Included with Practice Pro.
• Getting one: open Website in the menu. Choose Build it for me and we draft it and send you a preview to approve, or Start from my practice details to build it yourself in one click.
• Editing: pick a look (Classic, Fresh or Warm) and your brand color, then edit the headline, about text, credentials, quick facts, services, payment notes, first-visit info and FAQ, and add an office photo and a doctor photo. ✨ Write it for me drafts the words from your practice details only; check every line before publishing. The preview updates as you save, at phone and desktop sizes.
• Ratings: show your rating only with a link to where patients can read the reviews (Google, Healthgrades…).
• Draft vs live: a draft has a working preview link you can share, with a “Preview” banner, and is hidden from search engines. Publish makes it public and lets Google find it; Unpublish takes it back to draft.
• Your own domain: the site lives at /site/your-practice. To use your own domain (like smilesossining.com), ask FrontOwl support; we’ll give you the one DNS record to add.
• Hours, address, phone and insurance always come from Practice settings, so the site, the receptionist and your booking page never disagree.

Transcripts

Search everything callers and the receptionist said, across every recorded call — a procedure, an insurance plan, a symptom, a name. Narrow to what the caller said or what the receptionist said. Results show the matching lines highlighted; click to open the call.

Insights

Calls answered, the share that reached the receptionist, new patients, urgent calls, open callbacks, why patients called, calls per day and minutes on the phone — for the last 7, 30 or 90 days.

Practice settings

Practice profile holds what the receptionist tells callers: name, phone, address, hours, insurance, languages, the receptionist’s name and greeting, when it answers, the emergency transfer number and protocol, and “other things callers ask” (parking, payment plans, ages you see). It also holds who gets urgent-call alerts. Saving the profile updates the receptionist’s script.

Schedule setup

• Providers: name, title, role (dentist, hygienist, specialist), color, and weekly hours. Give a day two ranges (e.g. 8–12 then 1–5) for a lunch gap. Untick Active to hide someone who left.
• Visit types: length, who can do it (e.g. cleanings → hygienists only, fillings → dentists), whether new patients can book it, and whether the AI may book it. Turn AI books off for visits you want the front desk to schedule personally.
• Holidays & closures: add US holidays in one click (observed dates handled — a Saturday holiday closes Friday, a Sunday one Monday; when two fall on one day the full closure wins) or your own days. Each is closed all day or a short day with its own hours, and you can tick providers who are working anyway. Nobody else can be booked by phone, text, chat or the front desk; the calendar shows the closure and the receptionist tells callers.
• Use office hours fills a provider’s week from the practice hours and lunch break. In the practice profile, Copy Monday’s hours to Tue–Fri saves retyping, and Closed for lunch sets the break nobody can be booked in.
• Time off & blocks: block a provider or the whole office for vacations, CE days or meetings. Blocked time is never offered.

Insurance networks

Insurance participation is per provider: each dentist and hygienist is credentialed with each network individually, and one carrier often has several networks (Delta Dental PPO and Delta Dental Premier are different contracts). Under Practice settings → Insurance you get a grid of every plan you work with against every provider:

• In network — the provider is contracted; patients pay in-network rates.
• Out of network — the office still sees the patient and files the claim, but the patient may pay more.
• Not accepted — the provider doesn’t take that plan.

The receptionist uses this grid: it answers “do you take my insurance?” provider by provider, offers in-network providers first when a caller names their plan, never offers a provider who doesn’t accept it, and always adds that coverage depends on the specific plan. When a caller just says “Delta”, it asks which Delta plan. The booking form shows the same in/out-of-network badge for the patient’s plan and the provider you pick. Use Try it to see how a caller’s wording is matched.

Add fees and CDT codes to visit types under Schedule setup so invoices fill in automatically.

The voice receptionist

Your receptionist introduces itself as the office’s virtual assistant, answers questions from your profile, books and reschedules against your real calendar, follows your emergency protocol, and switches language when the caller does. It never diagnoses, quotes prices, or shares a patient’s details before verifying their identity. See how tricky calls are handled.

• Practice settings → Voice agent shows the exact first message and instructions the receptionist uses — generated from your profile and schedule. To change what it says, edit the profile, not the script.
• Booking tools (owners): ten tools — check availability and insurance, book, save a callback number, verify identity, find appointments, reschedule, cancel, send a payment link and join the waitlist — that let the receptionist work with your calendar mid-call. Finding, moving or cancelling only works for a patient verified in that same call.
• Emergencies: it asks about pain, swelling, bleeding and fever, gives ER guidance when needed, offers a live transfer to your on-call number, and marks the call urgent (and texts your alert numbers).

Automatic texts

Under Practice settings → Texting, turn on any of: booking confirmations, a 24-hour reminder (patients reply C to confirm), a 2-hour reminder, missed-call text-back, and urgent-call alerts to staff. Each message is a template you can edit; the preview shows exactly what patients will see and how many SMS segments it uses. Placeholders: {first_name} {practice} {visit} {date} {time} {provider} {phone}.

• Quiet hours (default 8 pm–8 am, your time zone): automatic texts wait until morning. Replies to patients who text you are never delayed.
• The first automatic text to a number adds “Reply STOP to opt out.” Numbers that opt out are never texted.
• Before texts can be delivered in the US, your business must be registered with the carriers (A2P 10DLC). The FrontOwl team handles this with you; it typically takes a few days to two weeks.

Website chat

Add a chat bubble to your website so visitors can ask questions and book. Under Practice settings → Website chat, copy the one-line snippet and paste it before </body> on your site:

• WordPress: Appearance → Theme File Editor → footer, or a “header & footer scripts” plugin.
• Wix: Settings → Custom code → add to body end, all pages.
• Squarespace: Settings → Advanced → Code injection → Footer.

Set the title, color and first message, or switch chat off. Chats appear in your Inbox with a Web chat badge. Before booking, the assistant asks the visitor for a phone number so the visit is tied to a real patient.

Team & roles

Owners edit the practice profile, schedule and texting settings, manage the team, merge or delete patients, and handle billing. Staff work calls, patients, the calendar, follow-ups and the inbox. Add people under Practice settings → Team with a temporary password, and change roles any time. Every practice keeps at least one owner.

Plans & billing

• Every account starts with a 14-day free trial with all features. Choose a plan any time — you won’t be charged until the trial ends.
• Plans include a number of call minutes per month; the Billing page shows this period’s usage. Extra minutes are billed per minute.
• Change plan, update your card, or download invoices from Billing → Manage payment method & invoices. Cancel any time.
• If a trial ends without a plan, or a subscription is canceled, calls are still answered and saved — the portal simply asks you to choose a plan to get back in. If a payment fails you keep full access while you update your card.

Identity verification (HIPAA)

Before the receptionist confirms, discusses or changes an existing appointment or any patient information — on the phone, by text or in website chat — the caller must give the patient’s full name and date of birth, and they must match your records. This is enforced by FrontOwl’s servers, not just by the AI’s instructions: until the check passes, looking up, moving or cancelling a visit is simply refused.

• Caller ID is not proof. Calling from the patient’s own number still requires name + date of birth (numbers can be spoofed and families share phones).
• One patient at a time. Verifying a parent doesn’t unlock a spouse’s or adult child’s appointments on the same number. A parent or guardian can verify for a minor by giving the child’s name and date of birth.
• No hints. A failed check never says whether the person is a patient, or which detail was wrong.
• Three strikes. After 3 failed attempts the conversation is locked — even correct details are refused — and a follow-up appears for your team: “Caller failed identity verification”. Call back only on the number in the patient’s record.
• Scope. A verification lasts for that one call or text conversation (up to 2 hours).
• Booking a new visit doesn’t require verification — nothing private is disclosed.
• Patients created from calls have no date of birth until someone records one; until then they can’t be verified by phone and the receptionist offers a callback instead. Add dates of birth on patient profiles to enable self-service.
• Every verification attempt is recorded in the audit log.

How tricky calls are handled

• Someone calling for a family member can book new visits for them; existing-appointment details still need that patient’s name and date of birth.
• Insurance companies, other offices, pharmacies, attorneys, employers, schools, police get no patient information; the receptionist takes their details for the office manager. Records requests need a signed authorization through the office.
• Balances, test or X-ray results, treatment plans, prescriptions and refills are never discussed — the receptionist takes a message for the right person.
• Card numbers and Social Security numbers: the receptionist won’t take them and asks callers not to share them. If someone reads one out anyway, FrontOwl removes it before storing the transcript or text ([card number removed]).
• Prices aren’t quoted; callers are offered an exam or consult (and payment-plan info if you listed it).
• Wants a person, upset, complaint or legal threat: the receptionist apologises, doesn’t argue or admit fault, and flags the call for a callback (call reason Complaint).
• Running late / directions: gives the address and parking info and notes it for the front desk.
• Medical (not dental) emergencies — chest pain, stroke signs, trouble breathing: told to call 911. Mentions of self-harm: given the 988 Suicide & Crisis Lifeline (call or text), 911 if in danger, and the call is flagged urgent.
• Minors calling alone: details are taken, but a parent or guardian’s name and number are collected before booking.
• Sales calls, robocalls, wrong numbers, job seekers, vendors: politely ended; filed under Spam / Wrong number so they don’t clutter your callbacks.
• Asking for a doctor’s personal number: never given out.
• Silence or a bad line: asks once to repeat, then ends politely so they can call back.
• Attempts to make the receptionist ignore its rules: it stays in role and keeps to dental-office topics.

Privacy & security

• Each practice sees only its own calls, recordings, patients, appointments and messages. Requests for another practice’s records are refused.
• Every view, playback, download, export, translation and change is written to an audit log; a call’s Activity shows who did what.
• Passwords are stored as salted scrypt hashes; sessions are HTTP-only cookies.
• Incoming webhooks from the voice, SMS and payment providers are verified by signature before anything is stored.
• Texts honor STOP and quiet hours. Urgent-call alerts to staff contain no clinical details — just who called and a short title.
• Card numbers and Social Security numbers are automatically removed from stored transcripts, texts and chats.
• Handling patient information requires a Business Associate Agreement (BAA) with FrontOwl and with the voice, SMS and AI providers we use. Ask us for yours before going live.

FAQ & troubleshooting

Getting support

Open Support in the menu (it works even when a trial has ended or an account is paused).

• New request: pick a topic and how urgent it is, describe what happened, and attach a screenshot if it helps. The page you were on is included automatically. Never include card numbers or full medical details.
• Tick “OK for FrontOwl support to sign in to our account” if you’d like us to look at the problem directly.
• Replies arrive in the portal and by email. Replying reopens a request; Mark as solved closes it. Owners see every request from their practice; staff see their own.
• System status shows what’s connected — voice agent, texting number, email, payments, booking page, AI — and recent failures. It’s the first thing support checks.
• Access log (owners) lists every time FrontOwl staff signed in as someone at your practice, with the reason and whether it was view-only.

Super admin (FrontOwl team)

FrontOwl staff accounts are either support admins (work the ticket queue and see every practice) or super admins (also sign in as users, suspend practices, extend trials, reset passwords and manage admin logins).

• Overview: practices, paying vs trial, monthly recurring revenue, open tickets, and a “needs attention” list — urgent tickets, failed payments, trials ending, practices with no voice agent or no calls in a week.
• Practices: plan, logins, patients, calls, last activity and setup per practice. Open one to see its logins, tickets and admin activity, jump into its portal, extend its trial, or suspend it (with a reason). A suspended practice can only reach Support; its receptionist tools, texting and booking page stop.
• Users: every login. Change practice roles, reset a password (a one-time temporary password, signing them out everywhere), remove logins, and create practice or admin logins. A practice always keeps at least one owner.
• Support (menu) is the queue for admins: filter by status, “assigned to me”, search; reply (the practice gets an email), add internal notes they never see, set priority and assignee.
• Audit log: every admin action and everything done while signed in as a user.

Signing in as a user

Super admins can see FrontOwl exactly as a practice user does — from Super admin → Users, a practice’s details, or a support ticket (“Sign in as…”).

• A reason is required (e.g. the ticket number); the practice owner sees it in their access log.
• View only (default) blocks every change. Full access lets you fix settings and records for them, but billing, logins and anything that messages patients (texts, emails, pay links, forms, waitlist offers) stay blocked — those must come from the practice.
• Sessions last at most an hour. A purple bar shows whose account you’re in; Return to admin brings you back to your own account. Every page opened and every change (or blocked attempt) is in the audit log.
• You can’t sign in as another FrontOwl admin, and changing your own password ends any session you started.