Inviting clients to the Client Portal

After setting up the Client Portal, you can invite clients, manage access, and resend invitations as needed.

In this guide, we'll cover:

• Inviting clients to the Client Portal
• Troubleshooting client invitations to the Client Portal
• Resending a Client Portal invitation
• Managing Client Portal permissions for a client
• Disabling the Client Portal for a client

Inviting clients to the Client Portal

You can invite clients to the Client Portal when you create their profile or at any time afterward.

New clients

You can invite new clients to the Client Portal while you create their profile in your account:

1. From the top navigation bar, select + > Create client
2. Under Contact details, click + Add email and enter their email address
3. Click Continue to save their profile and send intake paperwork

The client will receive a welcome email containing a Client Portal sign-in link.

Existing clients

If an existing client doesn’t have Client Portal access, you can send them an invitation at any time.

To invite an existing client to the Client Portal:

1. Navigate to the client’s profile
2. Click Edit > Client Portal
3. Click Send email to send the Client Portal invitation

Note: An email with consent is required for Client Portal access. To add an email address to a client's profile, navigate to their Client Info tab, enter an email address in the the Email section, and toggle On reminders under Reminder and notification options.

You can also grant Client Portal access while sharing documents with a client:

1. Navigate to the client's profile 
2. Select Share in the top right corner

3. You'll see a banner indicating that the client will receive Client Portal access

4. Click Continue to Email > Continue to Review > Share & Send Now

Note: For more information, see Sending intake forms and documents to clients.

Troubleshooting client invitations to the Client Portal

If a client hasn’t received their Client Portal invitation, first confirm the email address associated with their Client Portal access.

To review the email used for Client Portal access:

1. Navigate to the client's profile 
2. Click Edit > Client Portal
3. Review the Email dropdown under Client Portal access

If the client hasn’t signed in yet, you’ll see a yellow banner indicating this status.

If the email address associated with a client’s Client Portal access is incorrect, you can update it. Where you update the email determines what else is affected.

• If you only need to change the email used for Client Portal access, you can update the email from the Client Portal tab
• If the client’s primary email address needs to change for all communications, you can update the email in their Client Info tab
  • After saving their new email, you’ll see a modal asking if you’d like to Update Client Portal access
  • Click Yes, Disable and Resend to send a new Client Portal invitation to the updated email address

Resending a Client Portal invitation

If a client didn’t respond to the original Client Portal invitation, their file will show that the invitation was sent and that the client has not signed in yet.

To resend the Client Portal invitation to a client who hasn’t yet signed in:

1. From their client profile, navigate to Edit > Client Portal tab
2. Check the box to Resend email invitation
3. Customize the message as needed
4. Click Send email

After a client has signed in at least once, you won't see the option to resend the Client Portal invitation. Instead, you can manually send them the link to your Client Portal. 

To find this link:

1. Navigate to Settings > Scheduling > Client Portal permissions
2. Click the copy link icon next to your Client Portal URL

Next, you can send this link via Secure Message:

1. From the top navigation bar, click Messages
2. Paste the Client Portal link into your message and send

For more information, see Using Secure Messaging with clients. To learn how to help clients who are having trouble signing in, see Assisting clients with signing into the Client Portal.

Tip: You can recommend that clients bookmark your Client Portal link for easier access.

Managing Client Portal permissions for a client

Through the Client Portal, clients can request appointments, send Secure Messages, and view or pay billing documents. You can control which of these features individual clients can access. To enable or disable features for a client:

1. Navigate to their client profile 
2. Click Edit > Client Portal
3. Under Client Portal permissions, select the features you want the client to access:
   • Allow online appointment requests: Lets the client request appointments through the Client Portal based on your availability and scheduling settings
   • Use secure messaging: Allows the client to send and receive Secure Messages through the Client Portal
   • Access billing documents: Lets the client view invoices, statements, and superbills in the Client Portal
   • Pay outstanding balance: Allows the client to pay outstanding invoices through the Client Portal when online payments is set up
4. Click Save permissions

Note: To allow clients to pay invoices through the Client Portal, you must have an active online payments account and enable both Access billing documents and Pay outstanding balance. If you'd like to request payments through the Client Portal, see Requesting payments through the Client Portal.

Disabling the Client Portal for a client

You can disable Client Portal access for an individual client at any time.

To disable access for a client:

1. Navigate to their profile 
2. Click Edit > Client Portal tab
3. Select Disable access

If you want to re-enable the Client Portal for that client, return to their Client Portal tab and click Send email to restore access.

Turning off the Client Portal for your entire practice

You can also disable the Client Portal at the practice level. When the Client Portal is turned off practice-wide, clients won’t be able to sign in or access Client Portal features, even if access is enabled on their individual profiles.

To turn off the Client Portal for your practice:

1. Navigate to Settings > Scheduling > Client Portal permissions
2. Toggle the Client Portal off