The portal gives clients a private site for appointments, documents, messages, and billing. It is on by default; this page is where you shape it.
Go to Settings → Client Portal (under Communication). Everything here is per location, saved with one Save changes button.
The address
The master Client Portal switch sits at the top with the portal address beneath it, with Copy and Open. The address is clientportal.care plus your booking page's identifier. A custom address (yourname.clientportal.care, letters, numbers, and hyphens) is checked for availability as you type and goes live once its DNS is configured; it is limited to the domain you verified under Settings → Email.
What clients may do
| Card | Effect |
|---|---|
| Cancel and reschedule from the portal | Clients cancel (your cancellation policy applies and the fee is shown first) or move a visit to another open time. On by default. Whether a move inside the window is allowed online is set on the policy itself. |
| Book from the portal | Clients request or book visits, starting from their usual provider and last visit type. With online booking set up they pick real open times; without it they send preferred days and times and you pick the time from the requests list. On by default. |
| Name clients see | The name on the portal (sign-in page, header, video visit page) and in the texts, emails, receipts and documents clients get from this location, up to 80 characters. Email sender names use Shown as from Settings → Email when it is set. The field shows your organization name as its placeholder: leave it blank to use that, since clients recognize your practice brand rather than an internal location name. |
| Welcome greeting | Up to 600 characters shown at sign-in. |
| Send documents email | The subject and wording of the email clients get when you use Send documents on their profile (placeholders such as {portal_link} and {document_list}); you can still edit it for each send. |
| Portal invitation email | The email sent by Email portal invitation, plus the Email the invitation automatically switch (see below). |
| Branding | A Logo URL (a link to your logo image) and a Primary color that the portal's buttons, tabs, and highlights follow. |
| Client permissions | Switches for Appointments, Documents (superbills, completed forms, uploaded files), Billing & payments, Profile editing, and Secure messaging. All on by default. |
Give a client access
Clients sign in by entering their email and the six-digit code that is emailed to them, valid for 15 minutes, with five attempts. The email's subject reads "Your name portal login code", using the Name clients see. There is no password. Any of these gets a client in:
- Send documents from the client's profile. That email carries a Sign in to the Client Portal button along with the documents.
- Email portal invitation from the ⋯ menu on the profile. It sends the invitation with nothing attached; the wording lives under Settings → Client Portal → Portal invitation email.
- Email the invitation automatically, a switch under that same Portal invitation email card. With it on, the invitation goes out on its own whenever your team adds a client who has an email, or adds an email to a client later. It is skipped when Send intake documents next is ticked in the create drawer, because that email already carries the link, and it never fires for imported clients or clients the AI books. Each client is invited once.
- Grant portal access (copy link) from the ⋯ menu, which works even for a client with no email on file. Copy the one-time link shown (it is displayed once) and send it to the client however you like. It is valid for 7 days, and only one live link exists per client. The client opens it and enters their email, which becomes the way they sign in, and their first code is emailed to them.
Clients also reach the portal from the text and email nudges FrontDesk sends (a new secure message, a form to complete).
Good to know
- Email portal invitation and Grant portal access (copy link) are hidden while the portal switch is off.
- Granting and claiming access are written to the HIPAA Audit Log (Settings → Account Activity, Client portal filter), as is every portal sign-in. Portal invites sent also show in the History tab.
- What the client sees once inside is described in What clients can do in the portal.
- Sign-in problems are covered in A client can't sign in to the portal.