ThriveLabGetting Started — Quick Start Guide
Welcome to ThriveLab’s knowledge base. This is your official entry point — context, tools, and critical rules to start working without breaking anything.
Key mindset: Your priority is not to memorize Zoho code. It’s to understand the business logic: how a patient flows from first contact to paying their subscription. Everything else comes after.
What is ThriveLab?
Telehealth company focused on hormonal wellness, weight loss, and preventive health. Operates in the United States with medical and operational support from El Salvador.
Main services:
- Hormone Imbalance
- Weight Loss
- Peptides
- Nutrition Coaching
- Virtual Primary Care
The Tool Ecosystem
ThriveLab uses almost exclusively the Zoho suite:
| Tool | Purpose | Owner |
|---|---|---|
| Zoho CRM | Business core: patients, contacts, pipelines | Entire team |
| Zoho Desk | Internal tickets (IT) and patient support | William, Josué |
| Zoho Books | Finance: invoices, purchase orders, balances | Accounting / Luis |
| Zoho Meetings | Video calls with patients (evaluating migration to Zoom) | Providers |
| Zoho Analytics | Reports and dashboards | Mauricio, Douglas, Luis |
| Zoho Forms | Surveys and forms | William |
| Zoho Flow | External workflows / webhooks | Douglas |
| Zoho Creator | Complex external tools | Douglas |
| Zoho WorkDrive | File storage (like Google Drive) | General |
| Zoho Sign | Contract signing | General |
| Zoho Sprints | Project management (Sprint 1 - 2026 active) | PM + Team |
| Zoho Vault | Password manager | William |
| Zoho Assist | Remote device control (technical support) | William |
| Google Calendar | Provider appointment calendar | Providers |
| GitHub | Code repositories (workspace: ThriveL) | Dev team |
| Postman | API collection | Dev team |
| Testflight | Mobile app beta (iOS) | QA/Dev |
CRM: Core Concepts
The Zoho CRM is the central system. Before touching anything, understand these concepts.
What is a Module?
Think of it as a database table. Each module captures a specific type of information with its own fields (columns) and entries (rows).
- Standard Zoho modules: Open Activities, Notes → official docs at zoho.com
- ThriveLab custom modules: built by the team over 4+ years — see Overview
The Central Module: Contacts
Contacts is the most important module in the system. Each entry = a person who has already paid for an appointment.
Inside a Contact you’ll see Related Lists — each one is a different module linked to that contact. See Contacts for full detail.
Patient Stages
Every Contact has a Stage tag:
| Stage | Meaning |
|---|---|
| PC Plan | Hasn’t approved their treatment plan yet |
| Journey | Active, receiving service, paying $49/mo (billed quarterly) |
| Retention | At risk of canceling |
| OD | Already left (off-boarding complete) |
| Exit | Medically excluded |
| Rindle | Successfully retained |
The Patient Journey
Self Assessment → Booking → Payment → Lead→Contact Conversion → Medical Profile → Treatment
- Patient completes Self Assessment (symptoms, severity 1–5, top 3 goals, exclusions)
- Books appointment → pays (5 insurance)
- Payment triggers Lead → Contact conversion in CRM
- Patient completes Medical Profile independently after booking
- Provider documents Encounter after the visit
- Patient enters Journey stage once plan is approved
See: Leads, Self Assessments, Contacts, Encounters
Care Team Hierarchy
| Role | Location | Function |
|---|---|---|
| PCA (Patient Care Agent) | El Salvador | Doctors as patient customer service. Cannot prescribe. |
| Nurse Practitioner / Provider | United States | Prescribe, sign plans, conduct appointments. |
| PC Plan Rep | United States | Sales/onboarding, converts lead to plan. Not a doctor. |
IT/Engineering almost never speaks directly with patients.
Key People
| Person | Role | Contact for |
|---|---|---|
| Luis Vidal | Engineering Lead | Architecture, system access |
| William Canizalez | IT / Zoho | CRM, Desk, Forms, Vault, accesses |
| Douglas Canizalez | Dev / Marketing | Analytics, Marketing Automations |
| Mauricio | Dev / Analytics | Analytics, engineering projects |
| Josué (José) | IT Support | Zoho day-to-day, specific APIs |
| David | Design | Portal and app UI/UX |
Next Steps
- Complete Initial Setup checklist
- Go through the full Self Assessment flow as a test patient
- Review Overview for all active modules
- Read Zoho Development when you need to touch code
- Get familiar with Zoho Desk - Tickets
Source: Onboarding sessions with Luis Vidal (May 18, 2026) and William Canizalez (May 19, 2026).