Accounts connected to Proclaim work with periodic synchronization. This means some actions are not reflected instantly, and that is the expected behavior, not an error.

Statuses you will see

  • Pending: the request arrived and is waiting for action from your team.
  • Accepting / In Progress: you accepted the appointment and BrainHi is sending the confirmation to Proclaim. The appointment may remain in this status for a few minutes until Proclaim confirms.
  • Confirmed: Proclaim confirmed the appointment. The process completed successfully.
  • Canceled: the appointment was canceled from BrainHi or from Proclaim.

You can see the confirmation status of each appointment in the Appointments section of the portal, in the Confirmation column:

Sync timing

  • Changes you make in BrainHi (confirming or canceling an appointment) are sent to Proclaim automatically and typically reflect within minutes.
  • Changes you make directly in Proclaim (new appointments, schedule changes) arrive in BrainHi in the next sync cycle.

What to do if something stays "in progress"

  1. Wait a few minutes. Most actions complete in the next sync cycle.
  2. Verify that the appointment exists in Proclaim with the correct provider and time.
  3. If after an hour the status has not changed, contact us via the support chat with the patient's name and appointment date.

Important

Never try to "force" a stuck appointment by accepting it multiple times or creating duplicates. This can generate duplicate appointments in the patient communication. If in doubt, contact support.

Related articles