This article explains what information we may request, why it’s important, and what happens next.
EMR integrations don’t fail in a single, generic way. Issues can vary based on:
The EMR system in use
The type of integration involved
When the activity occurred
How individual records are structured
Providing clear details upfront allows our team to investigate efficiently and minimize back-and-forth.
This information helps us confirm the correct system, connection, and data flow.
Please be prepared to provide:
Practice Name
EMR System
Integration Type(s)
(Examples: patient sync, appointment sync, lead creation, treatments)
Date & Time the Issue Was First Observed (EST)
Issue Frequency
One-time, Intermittent, or Ongoing
We’ll ask you to explain:
What you expected the integration to do
What actually happened instead
This helps us understand the intended behavior from your perspective.
We typically request 5 example contacts, with a minimum of 3.
For each example, we may ask for:
Full name
Email address
Phone number
Date and time the activity occurred in your EMR
What you expected to happen
These examples allow us to trace activity across both systems and pinpoint exactly where the issue may be occurring.
If available, screenshots of the patient record in your EMR can help confirm:
Data accuracy
Timing of actions
Record status
Screenshots are optional, but often speed up investigation.
Once we receive the requested details:
Our support team reviews and validates the information
The issue is escalated to our integrations specialists
We investigate the data flow between your EMR and Aesthetix CRM
We keep you informed of findings, progress, and next steps
High-priority issues are reviewed as quickly as possible, and we’ll communicate updates throughout the process.
Provide real, recent examples (not test records)
Include dates and times whenever possible
Share multiple examples to help identify patterns
The more complete the information, the faster we can investigate and resolve the issue.
If you’re unsure how to locate these details in your EMR, just send us a support chat message or email us at [email protected] — our team is happy to guide you.
