Managing Online Scheduling Blacklist in Adit

The Blacklist feature in Online Scheduling allows your practice to manage patients who should not be able to schedule appointments online. This can be helpful for preventing no-shows, duplicate accounts, or unwanted/spam bookings.

When a patient is added to the blocklist, their information (such as name, phone number, or email) is used to stop them from completing an online booking. Patients on the blocklist will still see the confirmation page when they try to book, but their request will be automatically flagged in your system under the Spam tab for review.

This ensures that your schedule remains protected, while legitimate patients continue to enjoy a smooth booking experience.

How Does the Blacklist Feature Work?

• Practices can add patients to the Blacklist by entering first and last name, email, phone number, and optional notes.

• Once added, any patient who attempts to book online with matching credentials will be filtered out and marked as Spam in Adit.

• Blacklisted patients will not be informed that they are on the blacklist. They will still see the normal confirmation screen after booking, but their appointment will not appear in your regular schedule. Instead, it goes to the Spam tab.

Guidelines

Add someone to the Blacklist

1. Go to Online Scheduling, and then Blacklist.
2. Click Add Blocker (or Add to Blacklist in some builds).

3. Enter the patient’s First Name, Last Name, Email, and Phone.
   
• Note: Add both Email and Phone for maximum coverage.
  
4. Add a Note (e.g., “No‑show 3×”, “Suspected bot”).
5. Click Save.

Review and handle Spam items

1. Open Online Scheduling and navigate to the Spam tab (under Appointments/Requests).

2. Click into a spam item to view details (name, phone, email, notes).

3. If it’s truly spam - No action needed.
4. If it’s a real patient:
   
• Call the patient to confirm details.
• Manually book the appointment on your scheduler.
  
• See KB: Creating and Managing Appointments in the Scheduler.
  
• (Optional) If you intentionally blocked this person earlier, decide whether to keep or remove the Blacklist entry to control future attempts.
  
  

Best Practices

1. When adding to Blacklist, enter both Email and Phone whenever possible.

2. Use Notes so teammates know why someone is blocked.

3. Make sure the front desk staff knows to check Spam daily.

Patient Experience

• Patients on the blacklist will not be notified.
• They will still see a “Thank you for scheduling” confirmation screen after attempting to book.
• This prevents confusion or escalation but ensures your schedule isn’t cluttered with no-shows or spam.

Related Articles

• Creating and Managing Appointments in the Scheduler

• Creating and Managing Closures

• Creating and Managing Availabilities

• Using the Morning Huddle