Support
Frequently asked questions
Have a question about Doctolib Connect? You can probably find the answer here! Feel free to reach out to us via info-connect@doctolib.com if you’re not finding what you need. Don’t be shy 🙋🙋♂️ Thank you!
General
Connect is the secure messenger for healthcare. Medical professionals and teams can communicate and share information in a secure, encrypted environment. It is our mission is to connect you with your peers to discuss challenging cases together, share the latest news and views and stay on the ball when a patient requires that extra attention during your busy work schedule.
Connect is compatible with the majority of devices, OS and browser versions. The mobile app supports iOS version 13.0 or Android 7.0 (Nougat) and higher. Unfortunately, Android Go is not currently supported.
Connect Web can be used on Chrome, Safari, Edge, Firefox and Opera. Connect Web can also be run on Internet Explorer 11 and above, but we no longer support it and recommend you to switch to another browser for a better and safer experience.
You can use Connect for directly contacting colleagues without traditional details like phone numbers. Most members take advantage of features like our Connect Medical Directory for medical crowd sourcing, i.e. asking a group of trusted peers for advice on challenging cases. Connect can also be treated as a portfolio tool, where you can create and share cases for educational purposes.
Formerly known as Siilo, the company was founded in 2016 by Joost Bruggeman (CEO) and Arvind Rao (CFO) as a secure medical messaging application. In 2023, it was acquired by Doctolib, the European leader in digital healthcare, and integrated into its platform under the new name Doctolib Connect.
Doctolib Connect aligns with Doctolib’s vision: supporting healthcare professionals with modern technologies. The platform facilitates access to care, simplifies health management, and promotes prevention as well as continuous patient follow-up. It enables medical teams to collaborate efficiently, make quick decisions, and optimize patient care.
No, it’s not! We believe our platform has value for every professional who has a role to play in healthcare. However, we do make a distinction between professionals with a medical registration number and the professionals without one during our verification process. A professional who has verified their medical registration number with Connect is identified by a blue shield on their profile, while a professional without a medical registration number who has verified their identity with Connect is identified by a green check on their profile.
Identity verification is typically the right level of verification for administrative roles and healthcare professionals who play a critical role in patient care, but don’t have a medical registration number.
Medical verification is the right level of verification for all medical professionals who are registered with a government.
Using Doctolib Connect
Unfortunately, it is not possible to change the phone number linked to your Siilo account. We recommend creating a new account on your new phone or with your new phone number and completing the verification process. We can then delete your old account for you.
Verified account
- You can use Connect with the contacts from your contacts list on your phone.
- You add new contacts in Connect by exchanging phone numbers, sending a contact request via the‘Invite’ button at the top right of the‘Chats’ tab or by joining a group.
- Via the Quick Launch button at the bottom right of your screen you have the option to start a‘New Chat’. Here you will find all contacts from your chats, group chats and networks.
Medically verified account
- As a medically verified user, you get access to the complete Connect directory containing all healthcare providers. Users without a medical registration do not have this option. They cannot contact users who are not in their address book.
- To find a colleague or other medical professional you can use the search function in‘chats’ where can you search by name, specialization or area.
Tap the Quick Launch plus button in the bottom right corner of your screen. From there, you can select“New Group Chat”, select the people you want to add from your contacts list, and create your group! Make sure to come up with a good name, picture and description so that people know what they’re getting into when you invite them.
Do you wish to delete your account? In order for us to delete your account we ask you to send Team Doctolib a deletion request. A request can be made in the support settings in the Siilo app.
When you open the Siilo App please go to profile, in the top right you will see a cogwheel. Pressing this cogwheel will take you to the settings. In the settings, select “Support” and press “Delete account”.
The Doctolib Team will get a request to delete your account. Our team will delete your account as soon as possible and send you an SMS to confirm.
Did you know that you (for safety reasons) can only use one Connect account per phone number? Due to the end-to-end encryption of messages and data within the Connect app, it is not possible to use multiple Connect accounts on one phone. This means that if you get a new phone number you have to create a new Siilo account. This is to ensure the security of the app and the data of our users.
If you get a new phone and keep the same phone number, we recommend that you create the Backup & Restore Code before using the Connect app on your new phone. Under the FAQ “How do I install the Backup & Restore Code?” you can read how to create the code. Using the Backup & Restore Code, you can then transfer all the data from your old phone to your new phone.
Did you know that (for security reasons) you can only use your Doctolib Connect account on one device? We can imagine that you may want to continue using the Connect app on your phone. Therefore, we recommend that you use the web version of Doctolib Connect on your tablet. In your tablet browser, go to http://connect-web.doctolib.com/ and log in by scanning the QR code with your Connect app on your phone (on the Doctolib Connect chat screen on your phone, press the plus (+) and “Scan QR code”).
The Connect app for tablets is primarily for client organizations that have signed up for the additional functionality of Connect for tablets. If you still wish to use the Connect app only on your tablet, please let us know via direct message or email info-connect@doctolib.com.
Media
Pictures and videos will be stored encrypted within the app on your phone in the Connect Media section. It is not possible to access these files outside of the Connect app, so you don’t need to worry about degloving images getting mixed up with Grandma’s 90th birthday pics!
You can blur faces, distinctive tattoos, and names or birth dates using the app’s tools. After opening or taking an image, you can select the ‘Edit’ icon. With the blur tool, you can hide certain parts of the image, and with the arrow tool, you can place a red arrow to highlight an important element of the photo. Don’t worry about making mistakes, there’s an ‘Undo’ function that lets you erase everything, if only that existed in real life!
Security and privacy
The PIN code is to block unwarranted trespassers when your phone is unlocked. When one enters the code incorrectly 3 times, the app will be blocked for 3 minutes. 3 more incorrect PIN entries will get the app blocked for 15 minutes. You can always enter the app directly during these blockages with your fingerprint, but do your best to remember the PIN code you created.
The PIN timeout is 10 minutes, i.e, in case of inactivity for 10 minutes the user needs to re-enter the PIN to unlock the Siilo app.
We want our high-level encryption to be the stealthiest encryption ever. Encryption happens all the time: when you send a message, when you open a new message, when you take a photo, you open the app… basically, if you’re using Connect, your actions are encrypted!
We always let you know if there’s any uncertainty, though. For example, if you send a message to a colleague who has recently gotten a new phone, they need to be verified by Connect again before they can receive messages. That means your messages won’t get to them and vice-versa.
Connect Web & Desktop
You can also use the Connect app as a desktop version. This way, the Connect app is fixed on your desktop and you can easily use the same functionalities as in the mobile app. Download Connect for Desktop here.
Actually, there is not a big difference. The only difference is that you open the web version of Doctolib Connect in your computer’s browser while you download Connect Desktop as a fixed application on your computer. The functionalities remain the same.
Connect Web is accessible on Google Chrome, Firefox, and Safari. We recommend using Google Chrome, if possible. Internet Explorer is not supported at this time.
There are two ways you can access Connect Web on your computer.
- Visit connect.doctolib.com and click on the ‘Connect Web’ button in the top right corner of the home page
- Visit connect-web.doctolib.com
Once you navigate to the Connect Web lock screen, you will be presented with a QR code. Scan this code by selecting the Scan QR Code option from the Quick Launch menu in the Connect mobile app and you will be automatically logged into your Doctolib Connect account.
The session timeout for Connect Web is 6 hours.
Once you have logged into your Connect Web account, navigate to the conversation or tile that you would like to share a photo or file in. Once here, click on the + symbol to the left of the chat bar at the bottom of the screen and select ‘Send from Computer’. Select the required photo(s) or file(s) and click ‘open’. If you need to send more than one file or photo, click the plus at the bottom of the screen to add more. Once you have chosen the required docs, click send. You can upload a maximum of three photos or files at once.
For information about the benefits and features of Connect Web, you can follow this link to learn more about the browser version of Doctolib Connect, and its unique features.
If you reinstall Doctolib Connect on a new phone or forget your PIN code, you will lose all your old chat history. This is because we want to prevent unauthorized people from seeing your private conversations. However, your “Backup and Restore Code” will help you recover your entire chat history:
We know the process is a bit tedious, but it is very, very safe!
Important to know!