You can use the client Files Overview page to manage and store all intake forms, consent documents, and other documentation for each client. On the client Files Overview page, you can upload new files, share forms or documents with the client, and view the status of forms and documents already shared with the client. In this guide, we’ll cover:

• Using the filters on the client Files Overview page
• Understanding the types and statuses of each form, document, or uploaded file
• Uploading a new client file
• Sharing a form, document, or uploaded file with a client or contact
• Checking the status of forms, documents, or uploaded files that have been shared with a client
• Downloading, renaming, or deleting a form or document
• Sending manual reminders for pending forms, documents, or uploaded files
• Sharing completed forms or documents with clients

Using the filters on the client Files Overview page

To search for a specific file, you can use the various filters on the client Files Overview page to locate it.

Search bar

If you know the name of the file, you can type it into the search bar.

Filters

Click All files to select a filter type. You can filter by:

• All files (default)
• Pending
• Scheduled
• Completed
• Uploaded by client
  • This will also include files uploaded by contacts, which will appear with the contact’s initials next to the status
• Uploaded by practice

Sort

You can also sort the files list by Name, Type, Status, or last Updated. Click on a column title to sort by its item in ascending or descending order.

Understanding the types and statuses of each form, document, or uploaded file

The client Files Overview page lists all forms, documents, and uploaded files associated with the client. Here’s each type of form, document, or uploaded file you’ll find on this page:

Here’s each status you’ll find on this page:

Uploading a new client file

To upload a new file to the client Files Overview page:

• Navigate to the client’s Overview page
• Click Files > Actions > Upload file

• Select the file
  • The file must be 50MB or less
• Click Upload

You can store client documents by uploading files to the client Files Overview page. Any files uploaded here aren’t automatically shared with the client. To share an uploaded file with the client, see Sharing a form, document, or uploaded file with a client or contact.

Sharing a form, document, or uploaded file with a client or contact

To share an intake form, consent document, or uploaded file with a client:

• Navigate to the client’s Overview page
• Click Actions > Share with client

• • You can also click Share in the top right corner at any time to share a form, document, uploaded file with a client
• Select which files you’d like to share
• Click Continue to Email
• Review and edit the email if needed
• Click Continue to Review
• Select Share & Send Now

If a client has anything Pending, you can send them a reminder to fill them out. To do this, see Sending manual reminders for pending forms, documents, or uploaded files.

When your client logs into the Client Portal, they can click the Documents tab to see all pending and completed documents that you’ve shared with them. This helps them easily track what they need to complete and send back to you.

Once your client has completed the requested documents, you can locate the completed forms at the client’s Overview page > Files.

Note: After your client has completed a consent form, a string of numbers will appear at the end of the file name in the Files Overview page. This is the time the client signed the document in an epoch format.

For more information on intake forms and consent documents, see:

• Managing consent forms and intake documents
• Creating customized templates
• Using our pre-built templates
  
  • If the template you want to send has been deleted or disabled on the Template library page, it won’t be available to share with clients

Checking the status of forms, documents, or uploaded files that have been shared with a client

You can view the status of each form or document that you’ve shared with a client on the client Files Overview page. To do this:

• Navigate to client’s Overview page
• Click Files
• Under Status, view the status for the form or document in question

Note: Click Status to sort.

Here’s what each status indicates:

Note: If a file’s type is practice upload, that file was uploaded by you or a team member to your account. If this file is shared with the client, a new entry will appear for the file with the shared upload type. If a file’s type is client upload, the client or contact uploaded the file via the Client Portal.

To remind a client to complete any Pending form(s) or document(s), see Sending manual reminders for pending forms, documents, or uploaded files.

Downloading, renaming, or deleting a form or document

To download, rename, or delete a form, document, or uploaded file on the client Files Overview page:

• Navigate to the client’s Overview page
• Click Files
• Find the form, document, or uploaded file in question
• Click the 3 horizontal dots next to it

• Select Download, Share with client, Rename, or Delete

The options for each will vary depending on its status:

Sending manual reminders for pending forms, documents, or uploaded files

For any forms, documents, or uploaded files with a Pending status, a yellow bubble will appear next to Files on the client’s Overview page. 

To send a reminder for forms, documents, and uploaded files with a Pending status:

• Navigate to the client’s Overview page
• Click Files > Actions > Send reminder
• Review each file on the flyout
• Click Send ad hoc reminders

Note: If there are multiple pending forms, there isn’t a way to send a reminder for a single form. You can send a reminder for a specific single form by deleting all other pending forms. To do this, see Downloading, renaming, or deleting a form or  document.

If your client doesn’t have incomplete document reminders enabled in their settings, you’ll see a banner at the top when manually sending a reminder. Click Turn on to enable the reminder so clients can start receiving automated reminders to complete their documents before their next appointment.

To set up automated reminders for clients to complete pending documents, see Setting up automated reminders for clients to complete their intake forms.

Sharing completed forms or documents with clients

Once a client completes their paperless intakes, the completed copies may not be available for them to view within their Client Portal. Clients will only be able to view their completed intake forms if you download the forms, upload them to the client’s profile, and share them with the client.

To download the completed intake forms:

• Navigate to your client's Overview page
• Select Files
• Click Status to sort
• Locate the document in question
• Select the 3 horizontal dots > Download
• Upload and share the completed intake form with the client

Once the file has been shared, your client will be able to download the file from the Documents tab in their Client Portal. For additional details, see What clients see when they log into the Client Portal.