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Frequently Asked Questions

Last Updated: February 4, 2026
Document ID: UG-FAQ-001
Version: 1.3

Overview​

This page consolidates common questions about Conduit features and functionality. Questions are organized by topic area for easy navigation.

Table of Contents:

Navigation & Access​

Q: What is the left-side navigation bar?​

A: The left-side navigation bar is the persistent vertical menu on the left edge of Conduit that provides access to main features. It consists of two sections:

Persistent Left Side Icons (always visible):

  1. Three-line menu (hamburger icon) - Expands/collapses navigation
  2. Dashboard - Access My Overview, My Caseload, My Performance
  3. Library - Browse and manage your organization's library of process templates
  4. Workspaces - Manage your workspaces
  5. Admin - Administer your organization's Conduit settings

Context-Specific Tool Tray (may change based on current area):

  1. Process Insights - See insights about your processes
  2. Locations - Browse and map locations relevant to your cases; find patient sites, clinics, and service areas
  3. Reports - View and generate reports on case and task data
  4. Directory - Browse and manage your organization's directory
  5. Create Case (plus icon) - Create a new case

Q: How do I access a Case Page?​

A: You can access a Case Page from:

  • Dashboard: My Overview - Click the Open Case button in an expanded case card
  • Dashboard: My Caseload - Click the client name in the Name column
  • Dashboard: My Performance - Click the client name in the table

See Case Page Overview - Accessing the Case Page for details.

Q: Where is the Create Case button located?​

A: The Create Case button (plus icon) is the last item in the left-side navigation bar's tool tray. It's accessible from:

  • All Dashboard tabs (My Overview, My Caseload, My Performance)
  • Any Case Page
  • Locations page
  • Process Insights page
  • Directory page

All 5 tool tray items (Process Insights, Locations, Reports, Directory, Create Case) are mutually accessible from each other.

See Creating Cases for the complete workflow.

Q: How do I access a case that has been created but I have not yet been added to as a Case Manager or Care Team member?​

A: If you need to access a case but haven't been added to the team yet, use this workaround:

Note: Dashboard tabs (My Overview, My Caseload, My Metrics) do not have search features as they pertain to the current user only. However, Process Insights pages do have team member search functionality.

Method:

  1. Navigate to Process Insights from the left navigation bar
  2. Go to either the Metrics or Caseload tab (not Workload)
  3. Use the Team Member search filter to search and select one or more team members who may be associated with the case:
    • The case maintainer
    • Anyone who has been assigned to the case
    • Anyone who performed a task on the case
    • The person who created the case (e.g., front office staff, first point of contact)
  4. The Metrics or Caseload table will display cases associated with those team members
  5. Click the case to open it

Important:

  • In Metrics and Caseload tabs, you can search and select multiple team members to view metrics and caseload across multiple people
  • In Workload tab, you can only select a single team member to see what that specific team member sees on their My Overview

Alternative method:

  1. Ask a team member who is already assigned to the case to share the direct Case Page URL
  2. Use the URL to navigate directly to the case
  3. Once you open the case, you can request to be added to the Active Contributors team by assigning a task to yourself

Note: If you cannot access the case through these methods, contact your supervisor or administrator to be added to the case team. Access permissions are required for case visibility and editing.

See Team Management for details about team assignments. -->

Q: What's the difference between Dashboard tabs?​

A:

  • My Overview - Shows cases organized by deadline urgency (Past Due, Priority, Upcoming)
  • My Caseload - Shows all cases you've ever worked on (current + historical)
  • My Performance - Shows performance metrics and statistics about your work

See Dashboard: My Overview for complete details.

Case Page Structure​

Q: What are the 4 sections of the Case Page?​

A:

  1. Section 1: Navigation Header - Breadcrumbs, client name, workspace, profile (persists across all pages)
  2. Section 2: Case Overview Panel - 6 accordions with case information
  3. Section 3: Stage/Task/History Header - Tabs for Stages, Task, History; deadlines and status chips
  4. Section 4: Task Detail Panel - Work area for viewing and completing tasks

See Case Page Overview for detailed descriptions.

Q: What are the 6 accordions in the Case Overview Panel?​

A:

  1. Health Record - Demographics, ELMR chip, Locations button
  2. Task Management - Task list with filters and stage progress
  3. Documents and Resources - Case-related files and uploads
  4. Team - Active Contributors (Maintainer and Assignees)
  5. Activity - Chronological list of recent events
  6. (TBD - to be confirmed)

See Case Page Overview - Section 2 for details.

Q: What's the difference between Activity and History?​

A:

  • Activity - 5th accordion showing recent chronological events (task completions, team changes, document actions)
  • History - Full-screen pop-out accessed from Stage/Task/History Header showing complete case timeline through Episode → Group → Stage → Task → Activity hierarchy

See Case Page Overview - History Feature and Activity.

Task Management​

Q: What are the 5 task types in Conduit?​

A:

  1. Checklist Task - Simple list of items to complete with checkboxes
  2. Document Upload Task - Predefined slots for required document uploads
  3. Date Entry Task - Single date picker that updates case deadline object
  4. Outcome Task - Branching decision with dropdown, date, and notes (determines workflow path)
  5. Next Stage Task - Controls transition to next stage with prerequisites check and maintainer selection

See Task Management for detailed descriptions and examples.

Q: What do the task filters mean?​

A:

  • Open - Shows tasks explicitly assigned to YOU that are not yet complete
  • Closed - Shows all completed tasks in the stage (from all users)
  • All - Shows every task in the stage (open and closed, yours and others')

See Task Management - Task Filters for details.

A: Yes! When you click a task, the URL automatically updates to include the Task ID. Copy the URL from your browser's address bar and share it with teammates. When they click the link, they'll go directly to that task.

See Task Management - URL Behavior for details.

Q: Can I reopen a task after marking it complete?​

A: Yes, but only while the current stage is active. Once the stage has advanced, you cannot reopen tasks from previous stages. A Reopen Task button appears where the "Save & Complete" button was.

See Task Management - When Task is Completed for details.

Q: What does the task progress percentage represent?​

A: It's a stage-level, global percentage showing progress made by ALL users on ALL tasks in the stage. It's not just your individual progress. This helps teams coordinate and understand when a stage is ready to advance.

See Task Management - Understanding Stage Progress for details.

Permissions & Security​

Q: What are the different case permission levels?​

A:

  • View - Can see case information but cannot make changes
  • Edit - Can complete tasks and update case information
  • Manage - Can reassign cases and manage team members

See Team Management for more information.

Q: Who can reopen completed tasks?​

A: All users can reopen tasks as long as the stage is still active. Once the stage advances, tasks from previous stages cannot be reopened.

Data Consistency​

Q: What's the difference between Person ID, Client ID, and EHR Client ID?​

A:

  • Person ID - Internal database identifier (not typically displayed to users)
  • Client ID - Display format shown throughout Conduit (e.g., "C9969")
  • EHR Client ID - External system identifier used to match clients between Conduit and the connected EHR

See Health Record for details.

Q: Can I edit Demographics data in Conduit?​

A: No. All Demographics data (25 fields including name, DOB, address, etc.) comes from the connected EHR and is read-only in Conduit. To update Demographics, you must update the information in your EHR system, then it will sync to Conduit.

See Health Record - Demographics Tab for the complete field list.

Real-Time Sync & Concurrency​

Q: What are the sync notifications I see while working?​

A: Conduit shows you real-time notifications when multiple people are working on the same case:

  • "Draft saved" - Your changes have been saved as a draft
  • "Task synced" - Another user has made changes to this task

These toast notifications appear temporarily and show you who submitted the changes (not just who last edited).

Q: When does Conduit sync changes?​

A: Sync happens automatically in several situations:

  • Task completion - When another user completes a task you're viewing
  • Stage completion - When a stage is completed, the entire Case Page refreshes automatically
  • Document uploads - When someone uploads a document while you're viewing the case
  • Case-wide updates - Any changes to case data trigger notifications for all viewers

Q: How do I clear sync notifications?​

A: Refresh the page to pull in the latest changes and dismiss toast messages. On the Task Detail Panel, you'll find a green Refresh button at the bottom right (next to "Save & Complete") for this purpose.

See Task Management - Refresh Button for details about the Refresh button.

Q: What if I see "This task has already been completed"?​

A: This means another user completed the task while you were working on it. Click the Refresh button to reload the task and see the latest state. This prevents you from overwriting their work.

Q: Will I lose my changes if someone else is working on the same task?​

A: No. Conduit saves your changes as drafts and notifies you when another user makes updates. Use the Refresh button to see the latest state before continuing your work. This helps prevent conflicts and ensures everyone's working with current data.

Workflow Concepts​

Q: What is the Episode/Group/Stage/Task hierarchy?​

A:

  • Episode - Highest level; represents a process flow version or migration event
  • Group - Collection of stages executed together in sequential order
  • Stage - Phase of work containing multiple related tasks
  • Task - Individual work item assigned to specific team members

See Cases Overview - Understanding Workflow Hierarchy for detailed explanations and examples.

Q: What happens when I complete an Outcome Task?​

A: Outcome Tasks control workflow branching. The outcome you select (e.g., "Approved," "Denied," "Dismissed to Elective CARE") determines which stage comes next and what tasks will appear. The case automatically routes to the appropriate workflow path based on your selection.

See Task Management - Outcome Task for details.

Q: What are Prerequisites in a Next Stage Task?​

A: Prerequisites are tasks that must be completed before you can advance to the next stage. The Next Stage Task UI shows which prerequisites are complete (✅) and which remain incomplete (❌). You cannot advance until all prerequisites are satisfied.

See Task Management - Next Stage Task for details.

Reassignment & Visibility​

Q: What's the difference between Swimlanes and My Caseload?​

A:

  • Swimlanes (in My Overview) - Shows cases currently assigned to you, organized by deadline urgency (Past Due, Priority, Upcoming)
  • My Caseload - Shows all cases you've ever worked on, including both current assignments and historical involvement

See Dashboard: My Overview and Dashboard: My Caseload.

Q: What happens when a case is reassigned?​

A: When a case is reassigned:

  • It's removed from your swimlanes (My Overview)
  • It remains in your My Caseload (historical record)
  • The new assignee sees it in their swimlanes and My Caseload
  • You cannot delete cases in Conduit, only reassign them

See Team Management - Reassignment for details.

Q: Why does a case remain in My Caseload after reassignment?​

A: My Caseload maintains a complete historical record of all cases you've worked on. This supports:

  • Institutional knowledge and continuity of care
  • Reporting and performance metrics
  • Ability to reference past work
  • Audit trail and accountability

See Dashboard: My Caseload for details.

Q: Can I delete a case?​

A: No, you cannot delete cases in Conduit. Cases can only be reassigned to other team members. This ensures case continuity and maintains a complete audit trail.

Locations​

Q: What is the Locations feature?​

A: Locations is a standalone navigation feature accessible from the left-side navigation bar (second icon in the tool tray). It provides:

  • Locations Page - Browse and map locations relevant to ALL cases in your caseload; view multiple clients with multiple locations per case
  • Case Page Access - From the Health Record accordion on individual Case Pages, filter to show only locations for that specific client

This dual-access design supports both broad fieldwork planning (Locations page) and client-specific context (Case Page).

Q: How do I access Locations?​

A: You can access Locations in two ways:

From the Navigation Bar (全 All Cases):

  1. Click the Locations icon in the left-side navigation bar (second icon in tool tray)
  2. View all location pins across multiple cases in your caseload
  3. Use for fieldwork planning and coordination

From a Case Page (Filtered to One Client):

  1. Open any Case Page
  2. Expand the Health Record accordion (first accordion in Case Overview Panel)
  3. Click the large green Locations button
  4. View only the locations for that specific client

See Locations Overview for complete details.

Q: How do I add a location pin?​

A:

  1. Access Locations (from navigation bar or Case Page)
  2. Click the Location+ button (turns orange when active)
  3. Click on the map to place a pin (latitude/longitude auto-populate)
  4. Fill out the form:
    • Select Case dropdown - Choose which client this location belongs to
    • Title - Name for this location
    • Description - Notes about the location (e.g., "Last seen here on 11/15/2025. Frequent customer for soda pop.")
  5. Click Save

If accessed from Case Page: You return to the Case Page with a "Locations ✓" checkmark

See Locations Overview - Adding Your First Location for the complete workflow.

Q: What are the visibility toggles for?​

A: There are two levels of visibility controls:

  • Client-level toggle (eye icon by client name) - Hides/shows ALL pins for that client
  • Pin-level toggle (eye icon by location) - Hides/shows individual pins

This helps you organize your fieldwork by temporarily hiding locations you're not currently working with.

See Locations Overview - Managing Visibility for details.

Q: What's the difference between Locations page and Locations from Case Page?​

A:

  • Locations Page (from navigation bar) - Shows all locations across all cases in your caseload; browse multiple clients with multiple locations per case
  • Locations from Case Page (from Health Record accordion) - Filtered to show only locations for that specific client

Both use the same map interface and pin management tools.

Q: Can I add multiple locations for different clients?​

A: Yes! When adding a location, use the Select Case dropdown to choose which client the location belongs to.

See Locations Overview for details.