Get quick answers about scheduling, session notes, billing and more, any time of day.
Contact support: customer-support@theralytics.net · (866) 710-3590
The Theralytics chatbot answers how-to and troubleshooting questions about the software. This guide shows what you can ask, how to word your question for the best answer, and when to reach our support team instead.
In this guide
1. What the chatbot can help with
You can ask about any part of Theralytics. These are the topics customers ask about most.
| Topic | Example question |
|---|---|
| Logging in and accounts | How do I reset my password? |
| Users, roles and permissions | How do I connect an RBT to their supervising BCBA? |
| Clients | How do I add a secondary insurance to a client? |
| Scheduling | How do I schedule a recurring session every Monday and Wednesday? |
| Time tracking and payroll | How do I log mileage and drive time between home sessions? |
| Session notes | Why won't it let me complete my session note? |
| Data collection | How do I record a phase change and show it on the graph? |
| Graphs and clinical reports | How do I pull the raw trial-by-trial data for a target? |
| Authorizations and payers | Where do I set the contracted rate for 97153 for a payer? |
| Claims and clearinghouse | Why isn't a rendered session showing in Ready to Bill? |
| Payments and A/R | Where can I see all payments posted for a client? |
| Mobile app and parent portal | How do I give a parent access to the parent portal? |
2. Asking your first question
- Open the Theralytics chatbot.
- Type your question in plain language, the way you'd ask a coworker.
- Read the answer and follow the steps it gives.
- If something doesn't match what you see on screen, reply with what's different. The chatbot remembers the conversation, so you don't need to start over.
3. How to get the best answer
The more the chatbot knows about your situation, the more specific its answer can be. A good question usually includes:
- What you're trying to do, such as completing a note, submitting claims or viewing a schedule.
- Where you are, such as the screen, menu or report name, and whether you're on the website or the mobile app.
- The exact error message, if you see one. Copy and paste it if you can.
- Your role, such as RBT, BCBA, biller or admin, since steps and permissions differ by role.
| Instead of this | Try this |
|---|---|
| It's not working. | I'm an RBT on the iPhone app and the clock out button doesn't respond. |
| Billing is wrong. | A rendered session from last Tuesday isn't showing in Ready to Bill. |
| Error on my note. | I get "cannot read property of undefined" when I open my session note in Chrome. |
| My calendar is broken. | I'm a BCBA and I see my own clients' sessions but not my RBTs' sessions. |
4. Protecting client information
You never need to share client details to get help from the chatbot. Describe the problem in general terms, or use an ID instead of a name.
5. What the chatbot doesn't do
- Clinical decisions. It can show you how to set mastery criteria or prompt levels in Theralytics, but the clinical choice is yours and your BCBA's.
- Legal or payer rulings. It can explain how Theralytics handles codes and claims, but your payer's policies decide what's billable.
- Pricing and contracts. For subscription, pricing or cancellation questions, contact your account team.
6. When to contact our support team
Reach out to a person on our support team when:
- Nobody in your company can log in, or Theralytics is down or very slow for everyone.
- Client programs, session data or notes seem to have disappeared.
- Claims didn't reach the clearinghouse or payments stopped posting.
- You've followed the chatbot's steps and the problem is still there.
7. Frequently asked questions
Can I talk to a person instead?
Yes, at any time you can ask the chatbot to connect to an agent. Provide your Theralytics Database URL, your name, and a contact email and the bot will forward this information to the next available agent.
What if the chatbot's answer doesn't match my screen?
Your screen can differ based on your role permissions and your company's settings. Tell the chatbot what you see instead. If it still doesn't match, ask your company admin or contact support.
Still have questions? Our support team is here to help.
customer-support@theralytics.net · (866) 710-3590
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