WebPT & Second Door integration: how it works

What syncs, and which direction

Second Door reads most of your WebPT data and writes a narrow set of things back.

Availability isn't read from WebPT, it's calculated. WebPT has no schedule feed to pull, so Second Door builds each provider's bookable day from their Calendar Start and Calendar End markers, minus any blocked time. That's why the markers matter so much.

How quickly things sync

How a new lead becomes a patient in WebPT

When a new lead arrives, Second Door looks for a matching patient in WebPT. If one exists, it links the lead to that chart instead of creating a second one. If none exists, it creates the patient and a placeholder case.

The lead has to have a clinic location first. WebPT requires every patient to belong to a location, so nothing gets created until the lead has one.

• Website leads: the location is already selected. Just confirm it's right.
• Phone and walk-in leads: choose the location as you enter the lead.
• Fax referrals: if you have location-specific fax lines then location is assigned automatically, however, if you are using a single fax line then assign locations to fax leads as a first step.

Assign a location to a fax lead

1. Open the lead from your lead dashboard and select the correct clinic location.
2. Exit the lead so the update processes.
3. Reopen the lead. You'll see the WebPT patient ID once the chart exists.

Assign every lead to the location it actually belongs to, not whichever one is fastest. Location drives your reporting, so defaulting everything to one clinic skews it.

Why Second Door creates a placeholder case

WebPT won't let a patient exist without a case, so Second Door creates a temporary one. That lets your team start working the patient immediately and fill in the real details later. Where WebPT requires a value Second Door doesn't have yet, such as insurance or a referring provider, it uses a placeholder you can update once you have the information.

How appointments reach the WebPT calendar

An appointment booked in Second Door syncs onto the WebPT calendar. The only thing that changes that is Petey's approval setting, and it applies to Petey's bookings alone.

• Booked by your team in Second Door: syncs to WebPT right away. There is no approval step on manual bookings.
• Booked by Petey, approval off: syncs to WebPT right away and holds the slot.
• Booked by Petey, approval on: the appointment is placed on hold and does not reach WebPT until someone on your team approves it. Until then the slot is held on the Second Door calendar only.

Find the approval setting

1. Go to AI Agents > Petey in the left-side menu.
2. Open the Phone tab.
3. Scroll to Booked Appointments Require Approval and set the toggle.

If a Petey appointment isn't in WebPT, check this toggle before assuming the sync failed. An appointment waiting on approval looks identical to a broken sync from the WebPT side. Leaving approval on also means the slot is only protected inside Second Door, so approve quickly or turn it off.

Tips and best practices

• Add new people through Second Door first. It creates the WebPT chart for you, and both systems stay linked from the start.
• Assign the location as part of working the lead. Nothing reaches WebPT without it, and your per-clinic reporting depends on it.
• Give appointments an hour before investigating. Most "it didn't sync" reports resolve themselves within the normal refresh window.
• Keep booking real visits on the treating provider's calendar. Anything booked on a front-desk or clerical calendar can't be tied to a provider and won't appear in Second Door.
• Use WebPT's statuses rather than deleting. Check-ins, no-shows, and cancellations all flow back to Second Door, but only when the status is set.