What is the chat
The chat is the built-in communication in every Crownbeam order. It's directly visible when you open an order, on the right side. The lab and the practice can exchange messages there at the patient-case level: ask questions, send photos, share files. All messages are stored directly on the correct order — no WhatsApp, no email, no information chaos.
What the chat is meant for
Questions about the order — e.g. when a detail is missing or something is unclear
Sending photos and files — screenshots, model photos, CBCT scans, or other documents, stored directly in the case
Adding information after the fact — the practice uploads more files after placing the order
Internal team communication — every team member with chat permission sees the same conversation
How the chat works
Writing messages
Open the order — the chat is directly visible on the right. Write your message in the text field and send it. Both sides — lab and practice — can get notified by email or SMS when a new message comes in. Notifications need to be enabled in your own settings for this — learn how in Set up notifications.
The practice can also write actively — the chat is accessible to both sides.
Uploading files and photos
There are three ways to add files to the chat:
Via the paperclip icon in the chat — select a file and upload it
Via drag & drop — drag the file directly into the chat area
Via Ctrl+V — paste a file or screenshot from the clipboard
Photos can also be taken directly with your phone and sent into the chat via the Crownbeam app — they land in the order immediately, without being saved on the phone.
Tip: If you're on the go and a question comes in from the lab, you can reply via the Crownbeam app on your phone — the order with the full chat history is just as accessible there as on the computer.
Who sees the chat
Every team member at the lab with the write chat messages permission has access to the chat. If an order is handed off from person to person within the lab, each person can immediately read the conversation so far — no sticky note, no forwarding needed.
Note: Chat permission can be enabled or disabled per user. Learn how in Manage user permissions.
The event protocol
The event protocol is part of the chat — it sits in the top right of the chat area and is collapsed by default. You can show it via the Show event protocol toggle.
The event protocol automatically records every status change and every relevant action on the order — with time and user. For example, you can see:
when the practice created the order
who accepted the order and when
when the status jumped to In-Progress
when the order was shipped or completed
Tip: The event protocol is the fastest answer to "Who accepted this order?" or "When did that go out?" — you don't have to ask anyone.
Examples from everyday lab life
A question during processing
A dental technician has a question for the practice while working on the case. She opens the chat, writes the message, and sends a screenshot along with it. The practice gets a notification — if enabled — and can reply in the chat. Everything stays stored on the correct order.
A file added later by the practice
After placing the order, the practice wants to add a photo. It opens the order in the customer portal and uploads the file directly via the chat. The lab sees the new file in the order right away.
An order moves through the lab
An order changes departments internally. The next colleague opens the order and sees directly in the chat that a question with the practice is already underway and how it was answered — without anyone needing to forward anything.
FAQs
Can the practice write in the chat too?
Yes. Both the lab and the practice can write messages and upload files in the chat. The practice sees the chat directly in the order in the customer portal.
Does the practice get notified when I write something?
Yes — if the practice has notifications enabled. Both sides can get notified by email or SMS when a new chat message comes in. This applies equally to the lab and the practice. Learn how to set this up in Set up notifications.
What's the difference between the chat and the event protocol?
The chat is for active communication — you and the practice write messages and share files there. The event protocol fills itself automatically: Crownbeam records on its own when which action happened on the order. You don't write anything there yourself.
Can I use the chat on my phone too?
Yes. Through the Crownbeam app on your smartphone, you have full access to the chat — you can read, write, and upload photos directly to the chat using your phone's camera.
Not all team members see the chat — why?
Access to the chat is tied to the write chat messages user permission. If this permission isn't enabled for a team member, they can neither read nor write in the chat. You can adjust this under Manage user permissions.