FAQ & troubleshooting
Quick answers to the questions clinics ask most, and what to check when something doesn't look right. For terms used here, see the Glossary.
General
What is Fertiligent?
An AI platform for fertility clinics that handles referral intake, patient outreach and booking, voice and messaging assistants, scheduling, and the clinical record. See What is Fertiligent?.
Which channels can patients reach us on?
Website chat (Eva), phone, and text — all feeding one prospect funnel. See How intake works.
How do you protect patient privacy?
Personal health information is shared only after identity verification and consent, access is logged, and a person stays in the loop for anything sensitive. See Consent & patient privacy and What the assistant can and can't do.
Referrals
A referral didn't process — what do I do?
Open the Failed lane in the referrals inbox and click Retry. See Referrals workflow.
A referral has the wrong information on it.
Before confirming, edit any flagged field to the correct value. Once a referral is Confirmed it's read-only — corrections after that happen on the patient record. See Reviewing a referral.
Prospects & outreach
A patient says they didn't get our text.
Most often they've opted out (replied STOP), or the number isn't consented for that channel. Check the patient's consent status. See Consent & patient privacy.
Outreach isn't going out.
Automated outreach and real-patient SMS are enabled in a controlled, pilot way. Confirm it's turned on for your clinic with your Fertiligent contact. See Prospects & outreach setup.
Consent & messaging
A patient replied STOP. What happens?
Texts stop and their consent to receive health information by text is withdrawn. Replying START re-subscribes them to messages but does not restore health-information consent — that must be given again. See Consent & patient privacy.
A patient replied "4" to our preference question. Is that the same as STOP?
No, and the difference matters. STOP is a carrier opt-out: it stops the texts. 4 is a care decision — the patient is telling you they no longer wish to proceed with their referral. One doesn't imply the other, and they're recorded separately. A "4" only records a withdrawal when it answers a question that is actually open; otherwise it goes to a coordinator. See Patient messaging & SMS.
A patient texted "not interested" — why is the prospect still open?
Because a withdrawal in the patient's own words is never acted on automatically. Outreach is put on hold so they stop receiving messages, and a coordinator is asked to confirm before anything is recorded — somebody has to tell the referring physician, so the platform won't make that call on a text message alone.
The assistant verified the patient but still didn't share their details.
Verified is not the same as consented. Without consent on that channel, the assistant shares nothing private and invites the patient to opt in.
The assistant
The assistant said it couldn't answer, or gave a thin answer.
It only answers from your approved knowledge base. If material is missing or unclear, add or refine it there — the assistant won't guess.
Access & permissions
A staff member can't see a feature they should have.
Check both their role's permissions and whether the feature is enabled for your plan — a permission only works when the underlying feature is on. See Staff roles & permissions.
Still stuck?
Use the Edit this page link on any doc to suggest a fix, or reach your Fertiligent contact for account-specific help.