Adding New and Prospective Clients

In this article:

• Add a New Client
• Add a Prospective Client
  • Refunding a Prospective Client
• Create profile and invite client to join Practice Better
• Create client profile only
• Testing with a dummy client

Add a New Client 

1. Go to My Clients in your top navigation bar.
    
2. Click the red Fast Action Button in the bottom right corner to see the various action items associated with the page.
    
3. Select Add Client.
   
   • Or, if you have clients pinned, you will see an Add Client option after clicking My Clients.
      
4. Fill in the client's information, such as: first and last name, date of birth, email address, time zone, etc. 
   
    
5. Decide if you want to invite them to the Client Portal at this stage or not (you can always invite them later if you choose "Create client profile only.")
   
    
6. Optionally select forms to send to the client immediately. 
   
    
7. Once you are satisfied with your selections, click Add to save your new client record. 

Add a Prospective Client

Clients may be added to your client list by actions like completing a public Form or requesting a booking.

If you don't have an automation set up to automatically add new clients, clients will be listed as a Prospective Client.

When a client is still listed as Prospective, they won't be sent anything automated from a practitioner portal (ie. session reminders, Program emails, etc.).

1. Go to My Clients.
    
2. Prospective Clients will be highlighted in green. 
   
    
3. Optionally, use the Prospective Clients filter to easily locate these clients.
   
    
4. Click the Review & Add button.
    
5. If the Prospective Client completed a Form, you can review it on this page.
   
    
6. Choose to either create the profile only or invite the client to the Client Portal.
   
    
7. You can grant access to client Journals on this page.
   
    
8. Optionally choose to Add Client Tags or send Forms to the client.
   
    
9. Click Add near the top-right. 
   

Refunding a Prospective Client

If your practice's workflow is to manually confirm or decline client booking requests, and your services are set up to require payment, you may receive booking requests from prospects who have paid upfront.

If you decline a paid booking request from a prospect, they won't be automatically refunded. 

Recommended workflow to refund a paid booking request from a prospective client:

1. Go to your client list and Review & Add the client to save the new client record. 
    
2. Locate the pending booking request in the new client's Bookings & Packages section and decline it.
    
3. Go to the client's Billing & Payments section and click View on their recent invoice payment.
    
4. Issue a refund through your Practice Better portal.

Create a profile and invite the client to join Practice Better

This option allows your client to activate an account (set up a login/password) to gain access to the Client Portal. We will send an email to your client with instructions on how to complete this process.

You can also customize the content of these invitation emails if you have a subscription to the Professional Plan (or higher). More information on customizing Email Templates can be found here.

Access to the portal is required if you intend to share protocols, session notes, and recommendations with your client. The following features will be unavailable to you and your clients until they activate their account:

• Sending messages using the Secure Messenger
• Sharing files via the My Documents section
• Conducting Telehealth Video Sessions
• Log entries in the Food + Mood and Lifestyle Journal
• Access program/course materials (unless you're running an email-only program)

Access to a Food & Mood Journal and a Lifestyle Journal allows your clients to track their meals and overall relationship with food (e.g. where and how they felt after eating). Your clients can also track their daily water intake.

Lifestyle Journals allow your clients to track bowel movements, mood, weight, and other key wellness indicators.

You can always give your clients access to either of these journals at a later date.

Create client profile only

Choosing this option means you can create and manage client data in the platform without giving your client access to the Client Portal.

Clients can still perform the following tasks without having access to the Client Portal:

• Request and pay for sessions, packages, and programs from your Bookings Page
• Receive appointment reminders (optional)
• Complete forms and waivers
• Complete tasks
• Pay invoices

Testing with a dummy client

Creating a dummy client is a great option to help you get familiar with the platform before giving access to your clients. All you need to do is fill out the mandatory fields in the Add Client form and provide a secondary email address (other than the one associated with your practitioner account). An invite will be sent to this email address. 

Learn more about Setting up a Test Client →

📍Note: You can't be signed in as both a practitioner and client at the same time. Sign out of your practitioner account before accessing your test client account.