FAQs

Last updated January 3, 2024

Why don't I see the correct patients for today?

Make sure you have selected the correct date on the calendar component. To do this, click on the number in the calendar that corresponds to the date. You can also go to "All Notes" and scroll or search this page to see if the patient appears there.

Yes, Knowtex will synthesize multiple audios uploaded for one encounter into one note. Simply click on "Record" after the first audio has uploaded to record another audio file.

Yes! Knowtex only captures information that is relevant for medical documentation purposes and filters out anything that is not pertinent to the visit. For example, if you or the patient began talking about vacation plans, the weather, etc. none of this would be captured or documented.
You can also pause Knowtex at any time during a conversation if you would like to ensure that any part of the discussion is not recorded.

Afrikaans, Arabic, Armenian, Azerbaijani, Belarusian, Bosnian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Marathi, Maori, Nepali, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Tagalog, Tamil, Thai, Turkish, Ukrainian, Urdu, Vietnamese, and Welsh.

Yes! Knowtex can work with multiple speakers in the room, such as accompanying parental figures or translators.

If the patient's status is stuck at "Uploading Audio" this is likely due to a poor internet connection. We recommend double checking to make sure you are on WIFI and that the connection is uninterrupted. The status should change to "Processing Audio" in a few minutes.
If the status is still stuck at "Uploading Audio" after 20+ minutes, click on the "Leave Feedback or Ask for Help" button in the bottom left and report the issue along with the patient name or MRN. A representative from our team will reach out shortly to assist you.

If the patient's status is stuck at "Processing Audio" this is likely due to poor internet connection or an issue with the AI generating the note. If after 15+ minutes after uploading the audio, the status is still at "Processing Audio," click on the "Leave Feedback or Ask for Help" button in the bottom left and report the issue along with the patient name or MRN. A representative from our team will reach out shortly to assist you.

If the note didn't capture something from the conversation that you want in the notes, please edit the note and add in the information that was not included, and be sure to click "Save Changes." Knowtex's AI models learn in real-time from edits, so the more you edit information and correct the note, the better and faster the note output will customize to your preferences.
If you would like to make a substantial change to the note such as changing the template or structure of the note itself, click on the "Leave Feedback or Ask for Help" button in the bottom left and include that you would like to update the note template. A representative from our team will reach out shortly to assist you.

If the note seems accurate or incomplete, this is either due to poor audio quality, or the audio was stopped prematurely. Be sure to check that Knowtex is on and recording during the entire visit, and that the microphone on the laptop or mobile device is unobstructed and located closely between you and the patient.
Please note that if you exit the Knowtex app on mobile or receive a phone call, Knowtex will pause automatically for privacy purposes and you will have to manually click "Resume" to continue the recording.

Click on the "Leave Feedback or Ask for Help" button in the bottom left of the web app and submit the updated email and/or password you would like to change. A representative from our team will reach out shortly and confirm when your email and/or password has been updated.

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