This training guide explains how lab users can request additional information from a clinic’s practice manager or dentist when reviewing a submitted case. It also outlines what happens after the request is sent and how the lab proceeds once a response is received.
Purpose of Requesting More Information
In some situations, a submitted case may be incomplete, unclear, or require clarification before it can be accepted or rejected. The Request More Information feature allows labs to formally ask for missing or additional details without rejecting the case prematurely.
This ensures:
Clear communication between labs and clinics
Reduced rework and unnecessary rejections
Accurate case processing before acceptance
When Can a Lab Request More Information?
A lab user can request more information when:
The case status is Received
The case has been submitted by the clinic or dentist
The lab has not yet accepted or rejected the case
At this stage, the lab user will see the Request More Information option available on the case screen.
Where to Find the Request Option
Log in to the Smile Genius Platform using your lab credentials.
Navigate to the Cases / Orders section.
Open a case that is in the Received stage.
Locate the Request More Information button in the top-right corner of the screen.
Step-by-Step: Requesting More Information
Step 1 - Open the Request More Information Dialog
Click the Request More Information button.
A pop-up window will appear, allowing you to define what information is required.
Step 2 - Enter Request Details
In the pop-up, complete the following fields:
Comment Box (Mandatory)
Clearly describe the information or clarification required.
Be specific to avoid multiple follow-ups.
Service Selection (Mandatory)
Select at least one service for which the information is required.
This ensures the request is correctly associated with the relevant service(s).
Note: Requests are always linked to services, even though the case is reviewed as a whole.
File Upload (Optional)
Upload any supporting file if needed, such as:
Annotated screenshots
Reference images
Example documents
These files help the practice manager or dentist better understand your request.
Step 3 - Send the Request
Review the entered details.
Click Send Request to submit
What Happens After Sending the Request?
Once the request is sent:
The case is placed on hold.
The lab cannot accept or reject the case at this stage.
The clinic’s practice manager and/or dentist are notified.
The request becomes part of the case communication trail.
Important: The lab must wait for a response before proceeding.
Receiving and Reviewing the Response
When the practice manager or dentist responds:
The response appears in:
The timeline of the relevant service, and
The Case Summary tab
Any files uploaded in response are available for review.
The lab user should carefully review the updated information before proceeding.
Next Steps After Response
Once the requested information is received:
The Accept Case and Reject Case buttons become available again.
The lab can now:
Accept the case if all requirements are met, or
Reject the case if issues remain unresolved
Reminder: Acceptance or rejection always applies to the entire case, not individual services.
Best Practices for Lab Users
Request information as soon as gaps are identified.
Be clear and concise in comments to reduce turnaround time.
Select all relevant services when submitting a request.
Attach reference files whenever possible.
Review responses promptly to keep cases moving.
Common Scenarios
Scenario 1 - Missing Scan Data
Request a re-upload of the scan file.
Attach an annotated screenshot showing the issue.
Scenario 2 - Ambiguous Prescription Instructions
Ask for clarification in the comment box.
Link the request to the specific service affected.
Scenario 3 - Material or Shade Mismatch
Highlight the inconsistency and ask for confirmation.
Troubleshooting & FAQs
Q1. I don’t see the Request More Information button. Why?
The case may not be in the Received stage.
The case may already be accepted, rejected, or on hold.
Your role may not have the required permissions.
Q2. Can I send multiple requests for the same case?
Yes, but it is recommended to consolidate questions into a single request when possible.
Q3. Can I proceed with part of the case while waiting for a response?
No. The entire case is paused until the requested information is provided.
Key Takeaways
Labs can request more information only when the case is in the Received stage.
A comment and at least one service selection are mandatory.
Optional file uploads improve clarity.
The case cannot proceed until a response is received.
After the response, the lab can accept or reject the case.
This structured request workflow ensures clarity, accountability, and smoother collaboration between labs, clinics, and dentists.