Transfer time from intraoral scans to Crownbeam
Transfer time can vary depending on the intraoral scanner system. As a rule, an order should arrive in the Inbox within three minutes after the practice sends it.
If automatic assignment of scanner users is enabled in the integration settings, a Crownbeam order is created automatically as soon as the scan arrives. That means this order is visible to the practice in the customer portal shortly after the scan is sent.
Accordingly, a practice can send an order via the intraoral scanner, view that order in the portal within a few minutes, and then upload photos or send messages.
Note: Learn more about automatic assignment of scanner users and how to set it up here: → [Set up the intraoral scanner integration]
FAQs
The order still hasn't appeared after 5 minutes — what should I do?
Check whether automatic assignment of scanner users is configured correctly in the integration settings, and confirm with the intraoral scanner user that the order was sent. If the problem persists, contact Crownbeam support.
What happens if I create an order manually in the meantime?
That creates two separate orders. You can connect these orders together afterward.
Why do some cases suddenly appear twice in Crownbeam?
This usually happens when you create an order manually at the lab while the same case is coming in through the intraoral scanner at the same time — Crownbeam doesn't automatically recognize this as the same case and creates two separate orders. You have two options: you can connect the two orders together so they're shown as one case, or you can delete one of the two orders.
I've connected the integration, but nothing is coming through — what could be the reason?
Check which type of 3Shape account you connected. To transfer data to Crownbeam, you need a 3Shape Communicate lab account. If a practice account is connected instead, no scans get transferred — even if the connection itself was set up successfully. More on this in [Set up the 3Shape Communicate integration].
How do I tell which of the two orders came from the scanner?
Open both orders and check the event protocol. The order created by the integration carries the entry "Order created via Inbox/API". You'll also find the case-specific information from the scanner portal in the practice instructions of that order.
Tip: Let your practices know that their scanners are connected to Crownbeam and the order is created automatically. They don't need to create a separate order by hand. Any additional information can be added directly to the automatically created order — that prevents duplicates in the first place.