Workspaces

By the end of this page you'll know which workspace each role works in, how to set where a team member lands, how to hide the workspace someone doesn't use, and what the clinical workspace offers today.

Two workspaces

Smileline is split into two workspaces, each with its own sidebar:

• CRM — the front-desk product most of this guide is about: Today, Patients, Journeys, Calendar, Inbox, Marketing, Referrals and Reports. Its pages live under /crm/… — for example /crm/today, /crm/patients and /crm/journeys.
• Clinical — the practice management workspace, built around the day's appointments: the Diary (Schedule in the US), Patients, To do, Inbox, Payments and Reports, plus the patient record. Its pages live under /pms/… — for example /pms/day-list.

Settings is shared. /settings/… is the same hub from either workspace, and it only lists the pages you can open.

Rotas (/rotas) and Academy (/academy) are shared too: open the menu at the bottom of the sidebar (your name) to reach them from either workspace. Rotas shows a coming soon page for now. Academy holds Smileline's training videos and courses for dental teams.

Main CRM and Clinical pages use title-only headers, with any available actions beside the title. Settings pages keep their introductory subtitles, and patient and campaign records keep their identifying details.

Which roles see which workspace

Until launch, the clinical workspace pages show a coming soon notice on production, with a preview of the diary and a card for each clinical page (Diary, Patients, To do, Inbox, Payments, Reports); the sidebar, the workspace switcher and your account stay reachable. The clinical workspace exists only for practices where Smileline has switched it on. Until then owners, managers and the front desk see the CRM alone, and a member whose role opens the clinical workspace only lands on a Nothing to open yet page: it asks an owner or manager to change their role or to switch the clinical workspace on, and keeps Your account and the practice switcher reachable.

Clinical roles never see the CRM — no CRM pages and no CRM settings. Compare roles on Settings → Team members describes every role in a line:

• Owner — Full control of the practice, including billing and deletion.
• Manager — Runs the practice: settings, integrations, team and exports. No billing changes.
• Front desk — Works patients, journeys, tasks, the inbox, the diary and payments; may double-book with a reason. Settings are read-only.
• Telesales — Works the call list, the inbox and bookings. No marketing or reports.
• Analyst — Read-only reports and CRM data. No inbox, no edits, no exports.
• Dentist — Clinical workspace: patients, the diary (books existing patients), plan acceptances, the inbox and their own tasks. No CRM or settings.
• Hygienist — Clinical workspace: patients, the diary (books existing patients), plan acceptances, the inbox and their own tasks. No CRM or settings.
• Nurse — Clinical workspace: patient records, the diary, the inbox and their own tasks; records findings, perio and notes, but never signs, prescribes or books.

Where you land

Opening the app at its root address — or clicking the Smileline logo at the top of the sidebar — takes you to your default workspace: Today for the CRM, the Diary for the clinical workspace. A member with one workspace always lands there; a member with both lands in whichever is set as their default.

To change a default:

• Your own — open Settings → Account and pick CRM or Clinical under Workspace. The section only appears when your role opens both.
• Someone else's — on Settings → Team members, Manage on their row opens their settings, where Workspace offers the workspaces their role opens. Anyone can change their own; changing another member's needs an owner or manager.

Switching between them

When your role opens both workspaces, the bottom of the sidebar carries a CRM / Clinical toggle under Support; the current workspace is highlighted and picking the other one opens it. Quick search lists pages from both, with a CRM or Clinical hint beside each so you can tell them apart.

Hiding the other workspace

When your role opens both workspaces but you only work in one, you can hide the other. Open Settings → Account and, under Workspace, turn on Hide Clinical — or Hide CRM if you land in the clinical workspace. The switch always names the workspace you don't land in, so changing your landing workspace while it is on swaps which one is hidden. The page reloads so the change shows straight away; if you are on a call, it waits and applies on your next page load, so the call is never dropped.

With the other workspace hidden:

• The sidebar's CRM / Clinical toggle, the CRM | Clinical switch on a patient record and Open in CRM on the clinical record disappear, and quick search stops listing the hidden workspace's pages.
• Hiding Clinical removes the Diary, the clinical Patients, To do, Inbox, Payments and Reports pages and the clinical patient record. An address under /pms/… opens Today instead. On Smileline Desk the rail loses the Diary and To do views, and in the mobile app the Diary tab goes and a patient opens as a CRM record.
• Hiding the CRM removes Today, Journeys, Calendar, Marketing, Referrals and the CRM's Patients, Inbox and Reports pages. A CRM patient record opens the same patient's clinical record, the CRM inbox opens the clinical inbox, the calendar opens the Diary, and any other /crm/… address opens the Diary. On Smileline Desk the rail keeps only the Diary, To do and the Inbox, so the keypad, calls, voicemail, AI calls, calendar and patients views go. In the mobile app the Today, Calls and Dashboard tabs go, which also removes the phone's keypad for outbound calls.
• Incoming calls still ring on the web, on Desk and on your phone, and you can answer, transfer and hang up as usual. With the CRM hidden, Desk no longer opens the Today queue when a call rings: a known caller's patient panel opens beside the screen you are on instead, and its Open record opens their clinical record inside the Desk.

To undo it, open Settings → Account and turn the switch off.

Owners and managers can set it for someone else: on Settings → Team members, click Manage on the member's row and use the same switch under Workspace. It appears only when the member's role opens both workspaces. The member can still turn it off from their own Settings → Account.

The settings hub

Settings is a set of sections, each a card on the hub and a row in the settings sidebar that expands to its pages. Account, Practice, Calendar and Data & compliance are shared by both workspaces; Leads & journeys, Website & booking, Messaging, Phone and Integrations belong to the CRM; Clinical catalogue, Clinical templates, Insurance and NHS belong to the clinical workspace. A page only shows for members whose workspace, country and role can open it, and a section with nothing to show is hidden — so clinical roles never see the CRM sections or Team members, a UK practice sees NHS rather than Insurance, and an Italian one sees neither. Type in the Filter settings box at the top of the hub to narrow the cards to matching pages. A page found through a related word shows that word beside its name — type "pitch" and Treatments appears tagged pitch, because sales pitches live there.

The clinical workspace

The clinical sidebar has nine pages. A practice day happens in three places — the day, the patient and the list of things to do — and the rest serve them.

• Diary (/pms/day-list; Schedule in the US) — the diary: a column per practitioner or room on an hour rail shaded by the rota, a 3-day view and the list. Book from an empty slot, drag a card to move or resize it; click it for the visit panel (arrival, check-out, edit, cancel) — clinicians open the patient's chart instead. The page's address carries the date, so a day can be bookmarked or shared.
• Patients (/pms/patients) — the same patient list as the CRM, with its filters, saved views and export; a row opens the clinical patient record. Anyone you add in the clinical workspace is a patient straight away, so they appear in this list rather than as an enquiry on the CRM's Today.
• To do (/pms/worklists) — the lists of work your role can act on, each with its count (for the desk: online requests, recalls due, treatment to book, undecided plans and missed visits not rebooked; for clinicians: notes to sign, note drafts, forms to review, lab work and referral replies), and My tasks, the tasks assigned to you, where you add a task, hand it to a colleague and mark it done — for the desk, Team tasks too: every open clinic task, unassigned ones included. The To do item in the sidebar shows how many of your tasks are due today or late.
• Lab (/pms/lab) — every lab case of the practice, sent by hand or to a connected lab, with filters for status, lab and due date; in the UK and the US also the connected labs' orders that need you and their invoices.
• Inbox (/pms/inbox) — the same inbox as the CRM's (conversations): the thread list, filters, composer and live updates, for dentists, hygienists, owners, managers and the front desk. It lists only conversations with the practice's patients (active or inactive), never enquiries or leads, and a patient's name opens the clinical record.
• Payments (/pms/till) — the practice's money, one segment at a time: Today (what was taken and the till — open it with a float, cash up against the count, reconcile it), Owed (balances patients owe, with Take payment and statements), the claims to chase (Claims in the US, NHS claims in the UK) and Deposits; owners and managers close periods from Month end.
• Inventory (/pms/inventory) — the stock in each store room: what is left, what is running low, and who took or restocked each item. A store-room iPad running the Smileline app records takes and restocks under the name tapped.
• Staffing (/pms/staffing) — hiring, for owners and managers: Jobs to advertise permanent jobs and take applicants, and, for practices in the UK, Bank and Cover to book temp dental nurses and hygienists employed by Smileline Staffing.
• Reports (/pms/reports) — the money reports (day sheet, aged debt, production, collections, associate pay, chair utilisation), the appointment reports and retention, from the same catalogue as the CRM's reports.

Booking happens on the Diary, not on a page of its own. Every Book button — on the patient record and its Appointments tab, on a treatment plan visit, on a recall, and beside a conversation in the clinical inbox — opens the Diary with that patient already chosen. A banner across the top of the diary names the patient and their date of birth, so you always know who you are booking. Click a free time on the diary to book there, or click Find a time in the banner and the diary looks for free times that fit; Stop leaves without booking. Once the appointment is saved, the confirmation offers to take you back to where you started — the record, the plan, the recall or the conversation.

The patient record (/pms/patients/…) carries the clinical modules — chart, notes, perio, medical history, plans, prescriptions, lab, referrals, letters, recalls, forms, insurance or NHS, and the ledger — each described under Patients.

On the desk and on your phone

• Smileline Desk tags its rail by workspace. When you have both, a CRM / Clinical control at the top of the rail switches between them; the clinical rail holds the Diary, To do and the Inbox.
• The mobile app derives its tabs from your role and workspaces: Diary (Schedule in the US) for the clinical workspace; Today, Calls and Dashboard for the CRM; Inbox for anyone whose role can read conversations. Account switches practice.