Banked Item
A pre-purchased service credit on a patient’s account, usually from a package or membership. When the patient comes in, you “redeem” it instead of charging them again. More about Packages →Block
A time slot on the calendar marked as unavailable. Use blocks for lunch breaks, meetings, or any time a provider can’t see patients. More about Scheduling →Bookable Resource
A room, piece of equipment, or other physical asset that needs to be reserved when an appointment is scheduled. Assigning bookable resources to services prevents double-booking a room or machine. More about Services →Booking Fee
A deposit collected when a patient books an appointment online. It secures the slot and can be refunded or applied as a credit toward treatment. More about Payment Management →Call Routing
The rules that decide who handles an incoming call on a phone number. The system checks closures first, then scheduled AI assistants, then ring groups, and finally the off-hours handler. More about Call Routing →Capacity
The maximum number of patients a provider can see at the same time during a shift. If capacity is set to 1, no overlapping appointments are allowed. More about Scheduling →Cart
A draft order you build for a patient before checking them out. Add items, apply discounts, then convert it to a charge when you’re ready to collect payment. More about Billing →Category
A grouping label for services and products (e.g., “Injectables,” “Skincare,” “Lab Work”). Categories help you organize your offerings and filter reports. More about Categories →Charge
A bill on a patient’s account for services, products, or other items. A charge can be outstanding (unpaid), paid, partially paid, on a payment plan, voided, or written off. More about Billing →Call Transfer
Moving an active call to someone else — another ring group, a specific staff member, or an external phone number. The caller stays on the line while the transfer connects. More about Answering Calls →Check-In
The process of marking a patient as arrived for their appointment. The Check-In Dashboard shows who’s here, who’s in progress, and who’s ready to check out. More about Check-In →Commission Structure
Rules that determine how much a provider earns on the services or products they sell. You can set flat fees, percentages, or per-item rates. More about Settings →Closure
A temporary override that takes a phone number offline during specific times — holidays, emergencies, or recurring off-days. While a closure is active, calls go straight to the off-hours handler, skipping all scheduled assistants and ring groups. More about Closures →Deferred Billing
Delaying the first charge on a membership to a future date. The patient enrolls now but isn’t billed until later. More about Memberships →Double Booking
Allowing a provider to have overlapping appointments at the same time. Useful for services where one provider can handle multiple patients simultaneously (e.g., IV drips). More about Scheduling →DTMF / Keypad
The touch-tone sounds your phone sends when you press number keys during a call. Staff can use the keypad during an active call to navigate automated phone menus (like an insurance company’s system). More about Answering Calls →Externally Settle / External Settlement
Marking a charge as paid outside of Decoda. Use this when a patient pays with cash, check, Venmo, or any method not processed through the system. More about Payment Management →Invoice
An automated request for payment sent to a patient via text or email. Invoices include a link where the patient can pay online. More about Billing →Location
A physical clinic, office, or facility where your staff sees patients. Each location has its own address, hours, providers, and calendar. More about Locations →Membership
A recurring subscription plan patients enroll in. They’re billed automatically (weekly, monthly, etc.) and receive benefits like discounts, credits, or included services. More about Memberships → Common membership statuses:| Status | What it means |
|---|---|
| Active | Billing normally, in good standing |
| Frozen | Temporarily paused — not being charged, but not cancelled |
| Delinquent | A payment failed and hasn’t been resolved yet |
| Cancelled | The patient ended the membership |
| Expired | Reached the end date (for fixed-term memberships) |