Welcome to the guide for setting up your Cloud9 integration with the Patient Rewards Hub. This integration allows you to seamlessly import patient records creating a Hub profile and keep statuses in the Hub up to date. Follow the steps below to get started.
Prerequisites:
- Admin rights in Patient Rewards Hub
- Admin rights in Cloud9 with access to edit Practice Information
Settings
In the Hub, go to Settings ⚙️>Integrations>Cloud9
Download form and Connect
The first step is to download the form (attached at the bottom of this article) and email it to Cloud9 at cloud9.integrations@planetdds.com to give permission to connect with the Hub.
Next, please go into your Cloud9 system to Edit>Practice Information. In the new window, choose the "Third Party" tab and click on the "PracticeGenius" button.
From here, please enter one of your Hub admins username and password. Then copy and paste the info below.
Access Key: 1Cloud9integrat1onHub!
API URL: https://api.patientrewardshub.com
Portal URL: https://my.patientrewardshub.com
You'll then receive a confirmation message that your credentials have been received.
You'll see "Processing" in the status until all of the records are synced. The process could take up to 48 hours to complete.
The initial sync happens overnight and from then on, it will update in real time.
Sync Status
At anytime you may navigate to the Integrations page to check the Status and Last Sync Date. Below are the 3 statuses you'll see:
Active= data is currently syncing over
Inactive = no new or updated data syncing from the software in more than 2 days
Stalled = no new or updated data syncing from the software in more than 2 weeks
The Inactive status is normal if your office has been closed over a long weekend or holiday. However, if you have been actively seeing members and no data is syncing, please reach out to us at support@culturello.com.
Tag Mapping
Once your Cloud9 is integrated with the Patient Rewards Hub, you'll receive an alert to set up your Tag Mapping or you may navigate directly to Settings ⚙️>Integrations>Cloud9>Tag Mapping.
On the left, you will find statuses pulled in from Cloud9. Click the dropdown button to the right to search or type for the appropriate Hub tag. Before you complete your tag mapping, be sure that your Groups and Tags are set up correctly. When a member's treatment status is updated in Cloud9 and that change is saved, the tag will automatically update in the Hub as well.
Please note, if a new status is added in Cloud9, you'll need to come to the Hub to map it accordingly.
Import Failures
If you aren't able to find a member in your Hub, the chances are, they didn't sync over due to data within Cloud9.
Please go to Settings ⚙️>Integrations>Cloud9>Import Failures.
From here, you'll see the name of the member and what error kept them from syncing.
💡 What’s Next?
Now that your Cloud9 integration is live, you’re officially set up to connect more seamlessly. You’ll see a Hub button in each patient’s chart—click it to jump directly to their profile, award points, and take further actions with ease.
Here’s how to activate meaningful engagement inside the Hub—and set up your entire experience for success:
✅ Sync. Automate. Personalize.
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Automate & Accelerate
Trigger points and nudges automatically from key treatment actions—no manual effort needed. Celebrate on-time visits, milestones, and more with Hub automations. -
Tag Smart = Act Smart
Mapped tags from Cloud9 fuel the personalization engine in your Hub. The better your tagging, the more your content, rewards, and campaigns feel intentional and individualized.
🎉 Build the Full Hub Experience
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Launch a Contest
Contests are a high-impact way to boost participation. Whether it's “Ortho Trivia" or the interactive "Where in the World" contest, playing turns compliance into fun and community engagement into momentum. -
Create Reward Offers
Make sure your prize offerings are numerous and exciting. The right mix of gift cards, experiences, and practice swag keeps motivation high and behaviors consistent. -
Enable Referral Mode
Activate referral campaigns that make it easy for patients (and parents!) to share your practice with confidence—and track it all with built-in transparency. -
AI Hub Success Agent
Use the AI Hub Success Agent to personalize your content, engage your members, and align every interaction with your mission.
🔧 Keep Things Running Smooth
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Check for Import or Appointment Failures
Use the integration tools to catch and resolve sync errors fast. Clean data means clean experiences. -
Refine Your Groups & Permissions
Take advantage of the Groups feature to segment your members and deliver targeted content, rewards, and access levels.
Your Hub is more than just a tool—it’s your culture in action. When set up thoughtfully, it becomes the bridge between everyday behaviors and lasting patient loyalty.
You’re not just managing engagement. You’re creating moments of joy, recognition, and trust—every day, at scale.
Have questions? We're here to help. Reach out anytime at support@culturello.com.