TABLE OF CONTENTS


Background: This is intended to be a repository for Chat Canned Messages, since they are not that easy to search on the fly. Please, CTRL-F to find the one you're looking for. The "/[phrase]" is what to type to have the message populate in the chat window.



Canned Messages:

/stock - Stock


You will want to go to Administration>Line Item List.
Click edit next to the item you want to add stock to. If you do not see the Manage Stock box checked near the bottom of the page, you will need to check that box first, save, and then click edit on the item again.
Once Manage Stock is checked, you should see a Stock tab in addition to the Item Detail towards the top. You can add your stock under that tab.
We also have a tutorial video available if it would help to see it: https://youtu.be/D1V1OT0lp10


/visit - Last visit


To do this, go to Patients - Search Patient Visits.
In the Visit Date, enter an early date up until today's date one year ago.
For patient status, choose Active.
Under Limit Results, check the box for Last Patient Visit.
Then hit Search
This will give you a list of patients whose last visit falls between the dates you chose.


/merge - Merge


Go to the patient file you want to keep
This will be the one with the most complete General and Contact tabs
These are the only two tabs that won't merge over
Then click Actions and Merge Patients


/Clinic - Clinic List


You'll want to go to Administration>Clinic List.
Click to edit the clinic and go to Advanced Settings.
Click into [REPLACE]. Close and save.


/chartnote - Chart Note


Go to Administration and Report Options under Chart Notes
Check the box for Only Display Current Visit Note and save.
Then you can go into the Visit you need the note for and click Chart Note Report at the top.


/Serial - NOAH Serial Number Lookup- No


Not through Noah, no. Each patient in our system has a devices tab where you can keep track of their hearing aids and other devices with serial numbers
If that information was in your Noah, you would have to manually enter it into the patient's devices tab to have it as part of your CounselEAR account.


/Payer - Payer


You can add a new payer under Administration>Payer List
Click Actions and Add Payer. You just want to make sure you have the right Payer ID number


/Noah  - Noah Issues/Updates


Hi there! You will need to email support@counselear.com so that a Noah Expert can assist. To speed things up, please make sure you have your Windows fully updated and disable your firewalls. When you email, please confirm that you have done so. This helps speed up the process!


/email - Mass Email


To send an email to all your Active and Prospect patients you can click Patients then Search Patients
Choose Patient Status as Active or Active/Prospect, depending on what you need

Check With Email Address then click Search
You can create an email template to send under Administration>Email Templates. Just be sure to save it under the Marketing Category.


/slow - Slow Response


Hi! I am so sorry, we are experiencing high support levels at the moment, someone will be with you shortly.


/Waitlist - Wait


You will need to schedule an appointment for the patient some time in the future. When you're making the appointment you will see a Wait List drop down on the right of the edit appointment screen. This will allow you to add the patient to the wait list. Then if something opens us earlier, you can reschedule them to that time slot. You cannot add a patient to the wait list without creating an appointment for them.


/CaptionCall - Caption Call


To start, you'll want to go to Administration>Clinic List.
Click to edit the clinic and go to the Caption Phone tab.
Click into CaptionCall Settings and enter your information there. Close and save.
Once that's set, then you can start the application from the patient's profile under Actions>CaptionCall


/Return - Return


To do a return go to the invoice, click Edit next to the item and you'll see the Returned checkbox next to the Quantity field. Enter the date and quantity and save. You can watch a tutorial on returns and exchanges here: https://youtu.be/4_2pqyJ516I


/schedule - Add User to Schedule


To add providers to the schedule, click on Administration - Clinic List, then on edit next to the location you would like to add them to. Click the Advanced Settings tab, then on [Settings] next to schedule. Check the names of the providers you would like to appear on the schedule, close this popup, and Save.


/add - Add User to CounselEAR


To add a provider to CounselEAR, click on Administration - User List. Click the Actions dropdown at the top right corner, then click on Add User. Enter the user's information and security settings by going through the tabs on this screen. Then Save.


/SchedDisplay - Schedule Shows When Logging In


To change this setting go to Administration>Schedule Options. Check/Uncheck the box that says "Display schedule immediately after logging into CounselEAR" and save.


/Sandbox - Sandbox 

Note: Login and password are updated regularly and may not be what is shown below.


Here are the latest Sandbox credentials:
Site: www.CounselEAR.com
Username: dclark@counselear.com
Password: 08152025dC


/L&D - L&D


To change your default setting for the L&D area, click on Administration - Line Item Types. Click on Edit next to the type you'd like to alter, enter what you'd like in the L&D field and Save. Repeat this for any line item types for which you'd like to change the default L&D amount.


/scanner - Scanner Settings


Hello. It sounds like you need to update your scanner settings. To do this, click on "Administration", then "My Profile"
Then click on "Settings" next to Scanning
Select the most recent version and click "Save"
Try scanning after doing this, let me know if this fixes the issue.


/Business Hours - Business Hours


To change your business hour blocks, click on Administration - Schedule Options (under Schedule on the left). Click on [Settings] next to Business hours, update as necessary for each clinic location and Save.
Be aware that these settings are user specific, so to change another user's blocks you'll need to go to Administration>User List, click to edit the user and go to the Security tab. You'll find the Business Hours Settings there. Be sure to save any changes.


/apt - Appointment Messaging


You can set up automatic appointment confirmations and notifications through the patient messages section of your appointment type administration. Click Administration - Appointment Types. Click Edit next to the appointment type you'd like to enable automatic notifications for. Then click the Patient messages tab. Select the notifications you would like to go out from the corresponding dropdowns and save. Do this for each appointment type you'd like to enable automatic notifications for.


/refund - Refund


Go to the Payments tab of the invoice. For any payment other than online card payments, choose the Payer Type Refund, the method, and enter the amount as a negative, then save.
If this was an online card payment made through Gravity Payments (ChargeItPro) click to edit the original payment and click Refund in blue to the right of the Amount field.


/Apex  - Apex Password


Please provide your email address and we can send the steps to enter your correct Apex EDI/Ensora password in CounselEAR in a way that updates for all Users and Locations in one process. Quick background: When you submit a claim or check eligibility in CounselEAR, the system "logs in" to Apex EDI (now Ensora) the same as if you are going to the website. If the login information is incorrect or missing, then it counts as a bad attempt. Too many bad attempts will lock you out. An incorrect login will also cause your claim submissions to fail.

The trick is that ALL users and ALL locations need to have the credentials in place - even if that User never submits a claim or is a Provider on the claim. It's a quirk with how Apex EDI talks to CounselEAR.


/Discount - How to choose which discounts appear as an option for a Line Item on the Invoice


You will need to enable the Discount for the Type. Go to Administration>Line Item Types
Click to edit the Type and go to the Discounts tab. You can check the boxes to choose which discounts to enable, then save.


/Sigweb - Topaz


You can download Sigweb here: https://www.topazsystems.com/sdks/sigweb.html
Make sure to right click on the installation file and choose Run as Administrator.


/Database - Database


To run a report of all your Active and Prospect patients you can click into the Patient Search bar in the upper right
Without typing anything, hit Enter.
This will pull a full list of all Active and Prospect patients.
You can download this list to excel by clicking on Actions - Download Patient Results


/Signature - Signatures


You can grab the Digital Signature Upload Form under Help, have them sign it, and send it back to us for upload.


/Synergy - Synergy reinstall if not working


We would recommend updating your Synergy module. To do this, login to your CounselEAR account. Click on the Help button in the toolbar, then click on CounselEAR Synergy™ Module . Click on Download NOAH Module (version 4.5.4) to download the latest version of Synergy.


/staff - Adding Staff to Clinic List (or "How to add some to create/view Tasks?")


You'll want to go to Administration>Clinic List.
Click to edit the clinic and go to Advanced Settings.
Click into Clinic Staff Settings and make sure they're checked off there. Close and save.


/gender - Gender Button on General Tab


This is an optional field that CounselEAR created to meet the standards for Medicare's Meaningful Use. I can certainly provide any feedback that you have to our development team for review.


/Ordering - Ordering


We have a video tutorial on setup and utilization here: https://youtu.be/BigK5mq9yuk


/UserWidget - User Can or Can't see other Users on Sales/Payment/Etc widgets


Hello. You would need access to the [Business Reporting] area of the Patient Invoices section. Your administrator can update this by clicking on Administration - User List, then on Edit next to your name. Click the Security tab, then on [Business Reporting] next to Patient Invoices. Select All Clinics, close the popup and save. This should fix the issue.


/Manufacturer - Adding Manufacturer to Device Dropdown or Reports


You'll want to go to Administration>Clinic List.
Click to edit the clinic and go to Advanced Settings.
Click into Manufacturer Settings and check off the ones you want. Close and save.

If the Manufacturer you need is not listed, please email us at support@counselear.com

We can add it for you.


/FirstHello - Quick Greeting


Hello! Thanks for reaching out. Just a moment while we look into this for you.


/scannerbrowser - Scanner Extension


There was a recent Windows update that has interrupted scanner usage for many of our clinics. We recommend checking any browser extensions that may be running in the background. Things like McAfee antivirus or Malware Bytes can often block your scanner from appearing on the list. Here are some links on how to do that, depending on what browser you are using:

*** Here are instructions to disable extensions/addons for Firefox:

https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons
*** Here are the steps for Chrome:

https://support.google.com/chrome_webstore/answer/2664769?hl=en
*** Here is how to do it in Microsoft Edge:

https://support.microsoft.com/en-us/microsoft-edge/add-turn-off-or-remove-extensions-in-microsoft-edge-9c0ec68c-2fbc-2f2c-9ff0-bdc76f46b026


/reopen - Closing Re-Open


To reopen the chat, you can respond and I will be notified. Thank you!


/AUSOffice - AUS Office Hours


Live One on One Support Sessions (non-Xero only):
Sessions are in 30 minute increments. Registration is limited to one clinic per session.
Click the link to register for Office Hours

Live One on One Support Sessions (Xero Set-up Q&A Only):
Sessions are in 60 minute increments. Registration is limited to one clinic per session.
Click the link to register for a Xero session.


/fax - Fax Porting


You will need to fill out an LOA and send it to support@counselear.com along with a recent billing statement so our team can work on porting your number.


https://portal.telnyx.com/downloads/other/Telnyx-LOA.pdf


Porting takes 7-10 business days. You will be able to use your current fax during this process and will not be charged until it's completed. Our team will reach out when it's ready to use.


/secondary - Secondary Claims


CounselEAR is not setup to create a Secondary claim for electronic submissions (837P file). It's best to go through your Clearinghouse to do so. They will be able to assist on that process. They can also send the Primary's Remittance details along with the claim.

If you are able to submit to the Secondary as a paper claim, (HCFA CMS-1500), then create the claim in CounselEAR using the Secondary Payer as the "Primary" Insurance in the Claims Creator. The Primary would be put in the Secondary in this case. Put the Total Paid from the Primary in the Billing Service Line Items section. When Saving, keep the Submission Status as "None Selected". Once the claim has been created, click the PDF Icon. Save the file, fill in the missing details if there are any and Save the PDF. Now, you can print in color, double-sided to create the HCFA. Send or fax to the Secondary Payer with the Primary EOB.


/emailsecuritylink - Email Security Link


Here are some troubleshooting tips for the new email link security feature:

When the patient or provider are entering the name or access code, make sure that they are typing things in exactly. Names are not case-sensitive, but they must match how it is entered into CounselEAR.

Make sure to use MM/DD/YYYY format when typing in the DOB. A calendar should pop up when they start typing so that they can click into the correct date.

On your end, make sure the Patient's last name does not have any leading or ending spaces in the CounselEAR field itself.



/patientchat - Patient Chat


Hi there! Unfortunately, we can't assist with your issue, as we are your clinic's software providers. Please, reach out to them with any questions or requests. Hope you have a great day!


/checkbounce - Check Bounce


First, edit the original Check Payment to be 0.00. Leave a note in the Payment Notes section with any details you want to keep track of, (date it bounced, etc). If you are charging the Patient a Bounced Check Fee, add this as a Line Item to the Invoice.


/movepayment - Moving Payments Between Invoices


There are two answers, depending on what you want the end result to be:

First, you can Merge Invoices by going into Actions > Merge Invoices.

However, if there is a reason you want to keep the Invoices separate, follow these steps:

First open the Invoice where you want the payment moved to. Enter all the payment details on the Payments tab of that Invoice. Make sure to use the same Payment Date, method, reference number, etc. Once you've done that either delete the Payment from the Original Invoice if you moved the entire amount or if it was only a portion, then edit the amount to be less what you moved over.


/mergeinvoice - Merge Invoices


To merge an Invoice, first open the Invoice that you want as the main Invoice Date on the Invoice Info tab. Then, click Actions > Merge Invoices. Check the box for any Invoices you want merged and then click Merge. This will preserve the Line Item dates of the merged items and move any Payments over as well.


/chatsnotgoingthrough - CE Support Chats not coming through to us


** Check Browser settings to see whether you have Javascript enabled and allowed to use. That is the program that allows chats to work
** Make sure all Cookies and Third Party Cookies are approved for our site
** Make sure Antivirus is not set to block anything for CounselEAR.com
** If that doesn't work, turn off all Extensions in the Browser and re-add them one at a time, trying to chat each time. It could be an extension blocking things
** If that doesn't allow the chat to send, try seeing if your browser needs an update
** If that doesn't work, try clearing cookies and cache data. Note: This will log you out of most websites and some areas of CounselEAR will reset.


/documentsclosefast - Docs closing too quick - Chrome


This is an issue with the Chrome Browser after a recent update that is affecting some Clinics. Unfortunately, this issue is out of our control. Here are some things that have worked for other Clinics that you can try, (if using a different browser is not something that you are able/prefer to do):

Please make sure that Chrome is updated to the latest version and that cookies are enabled for CounselEAR (including 3rd party). Make sure that you Adobe Extension is also up to date and that Chrome is set to open the pdf outside of the Browser. Some Clinics have reported that they have found success uninstalling and reinstalling the Chrome Browser completely.


/TIMS - TIMS Clinics


Thanks for reaching out. Please email your name, Clinic Name and that you are a current TIMS User to us at support@counselear.com. We will be happy to send you more information specific to this transition process, as well as how to signup for a 90 day Free Trial. We will have weekly Live Webinars to answer questions and that signup information will be included. Hope you have a great day!


/NC-ScheduleLink - Noah Cloud Link


Thank you for reaching out. Due to a high volume of Noah Cloud Support requests, we have implemented a scheduling system to make sure everyone is assisted in the order received. Please click the following link to schedule a time with one of our Noah Experts. Make sure Windows is full updated and that you are able to suspend all Antivirus software during the call.

https://calendly.com/d/cnbs-wv6-2cv/counselear-noah-cloud-meeting


/unmergeinvoice - Unmerging an Invoice


There isn't really a way to unmerge an Invoice exactly. We can bring back the invoices that were merged in, but all payments and items will have been deleted from them. You would have to rebuild the invoices, removing the duplicate charges and payments from the merged invoice. If you'd like to proceed with that, let me know and I can bring back the deleted invoices.


/HSPFeeUpdate - HSP Yearly Fee Updates


Thanks for reaching out. We will be changing the HSP Services Fee Schedule and their relevant taxes to be available on it's effective date of 1st July. We will make an announcement when they are in place. You'll see the message when you log into CounselEAR the morning of the 1st!

Any items with Custom Pricing, (i.e. Devices, Accessories, and Copays), will need to be updated by the Clinic. Please, hold off on doing that prior to the deadline so as not to affect any new Invoices you create that would still need to show the current pricing before the changes.


/textoptout - Texts Bouncing - Opt Out Message


Due to stricter guidelines to help prevent Phishing and Spam, some Phone Carriers are requiring extra steps to confirm that mass communications are coming from a real place. This is why some text messages that you send are getting through while others are not. You will need to add a line to your templates that tells your Patients how to Opt-Out of future messages, such as "Text No to Opt Out of Future Messages" (without quote marks).

This can be done by:
Clicking Administration
Then Text Message Templates under Messaging on the Right
Edit your templates to add the line at the end and Save


/AIAssist - AI Assist Inquiries


Thanks for your interest in our upcoming AI Assist Feature. It is still in testing phase now but will be coming soon! The feature will be $79.95/month per Clinic Location, and will initially focus on assisting Visit Documentation. We will add more features over time. An announcement will be made when it's ready to launch. Hope you have a great day!


/checkin Check-in If Still Working on Issue


Thanks for your patience. I am still looking into this!


/CCProcessTransaction New Credit Card Process Transaction


There was a recent change in how CounselEar handles Credit Card transactions when using Gravity or Square to manually input the number; you can now click Process Transaction and enter the CC information either on your Card Reader or into the Gravity/Square Window, depending on what's available to you.


/emailbounce  Emails Bouncing (DKIM)


Your emails sent through CounselEAR (manual or automated) use our Amazon cloud as the email provider and your domain address as the Reply-To address on those emails. Some Internet Providers are adding extra security to combat spam messages, and this could be triggering that. We have been advised of a way to tag your emails as coming from a real place. By completing the steps, CounselEAR can help your emails from being "quarantined". Please email support@counselar.com with your email domain name (for example: @test.com). We will do our part of the process and provide you details to pass to your trusted IT or Domain provider to do their part!


/PatientDatabase Patient Database  


To run a report for your entire patient database you'll need to click Patients in the top blue bar and then click Search Patients. Make sure the Clinic field and the Status field are set to All. Then scroll


/CareCred CareCredit Integration


To enable CareCredit you'll want to go to Administration>Clinic List

Click to edit the clinic and go to Financials

Click into CareCredit Settings

Enter your Merchant ID. You can click Validate to make sure the ID has been entered correctly. 

Close and save.

If you have more than one clinic location you can repeat these steps as needed.


/ AIAssistIssues


Thank you so much for your feedback! If you are experiencing issues with the transcript populating correctly or in rare cases the process failing all together: We have determined that primary issue is around the microphone not picking up the conversation properly. This, in turn, causes the AI generated text to be inaccurate.

Symptom: Transcript is incomplete, inaccurate, or nonsensical
Issue: Microphone could not properly capture the conversation
Primary Causes: Microphone is engaged by a different program or device (e.g. headset), physically blocked, or at significant distance from the conversation.
Solutions: Please test AI Assist without a patient present (e.g. you talking to the mic) to ensure that the transcript reflects what you said. If not, then review/modify the mic settings on your computer and retest.


If your iPad Mic is saying it is already in use or not showing a Mic option: Please make sure that you are on iOS 18.5 or greater. Earlier versions will not work.

New Functionality: We are currently developing new tools to help detect and resolve mic related issues plus making the process even more convenient. We will release features soon and will post when they are ready for use.



/calendarsync Calendar Sync (Google/Outlook)

You'll need to send in a request to Support@CounselEAR.com with the gmail address you want associated with the calendar.
Just so you're aware, this is a one way sync of your user calendar from CounselEAR.
/AIAssistOnOff AI Assit Activate/Deactive

To Activate or Deactivate our AI Assist Feature, please follow these steps:

1. Click on Administration
2. Select Clinic List
3. Edit a clinic
4. Click the Advanced Settings tab
5. Click on AI Assist [Settings]
6. Select or deselect the Enabled option
7. Click Close
8. Click Save
9. Repeat for any additional clinics as needed


/AIAssistGeneral AI Assist: General Info

Thanks for getting in touch with us. Our new AI Assist feature is live. It listens to your visits and automatically generates chart notes and report summaries. It’s $79.95 for full time clinics and $39.95 for part time. Best part? You can try it free with unlimited sessions through July 30. Your account is already activated so no action is needed from you at this time. Check it out here!

Note: AI Assist is compatible with iOS, but your device must be running iOS 18.5 or later otherwise, you could experience Mic or other issues.


/HighLowFrequencyTemplates High/Low Frequency Audiogram

You can email into support@counselear.com and request they add the Frequency High/Low templates to your CounselEAR system. Once they are added, you won't see the option on the audiogram itself but you will be able to enter data into the High or Low Frequency Audiometry table templates that you'll see available in your Professional Report Results section, (depending on which ones we've added for you).