Paperwork goes out through the Client Portal, never as an email attachment. The Send documents wizard sends any mix of consents, questionnaires and scored measures to one client in a single message; Shareable Documents tracks everything you have sent and holds the package the AI sends on its own.
To create or change the documents themselves, see Manage your template library.
Send documents to one client
To send the same documents to many clients at once, use Share documents on the client list instead. See Manage patient records.
Open the client's profile and click Send documents (in the hero, the ⋯ menu, the Documents tab, or the green callout on a brand-new profile). The wizard has three steps:
- Choose documents. A banner confirms the client will receive Client Portal access; if they have no email, add it inline and click Save email, and if the portal is off you are pointed to Settings → Client Portal. Turn on Also send a text if you want a text as well as the email. Tick items under Consent documents, Scored measures, Questionnaires and Demographics and credit card forms (the demographics form, and a card-on-file request when Stripe is connected). Items in your default package and the demographics form start ticked; anything already waiting for the client is ticked and locked. A ticked scored measure has a frequency: Once, Before every appointment (24 hours before), Before every other appointment, After every appointment (20 minutes after it starts), Every 2 weeks or Every 4 weeks (with a start date; "First share: today" also sends one now). Anything but Once is added to the client's measure schedule. Click Continue to Email.
- Compose Email. Edit the subject and body; placeholders like the client's first name, your practice name (the Name clients see from Settings → Client Portal, which is your organization name unless you set one), the portal link and the document list fill in automatically. Save as my default keeps your wording for next time. Click Continue to Review.
- Review & Send. Check the list, then Share & Send Now.
The client receives one email with a Sign in to the Client Portal button, plus a text when you asked for one. A text sent between 9pm and 8am in the client's time, by Share & Send Now or by Remind, waits until 8am their time, while the email goes at once. In the portal the documents sit under Needs you; consents are signed with a signature field inside the form, and care plans or releases by typing the full name.
Track and remind
On the profile's Documents tab, Requested documents lists each item with its kind (Consent, Questionnaire, Scored measure, Demographics, Card on file), when it was sent, and its status: Sent, Opened, Started, Completed, Expired or Cancelled, with "reminded" and a date after a nudge. Remind sends one nudge covering everything open. Cancel on an open row stops its link and removes it from the client's to-do list; completed documents cannot be cancelled.
Reminders also go out on their own: every three days, up to three times per client, skipped when a visit is within 36 hours or when the client has Incomplete documents reminders turned off. Sending new documents starts the count over. To stop these automatic reminders for every client, turn off Send document reminders under Settings → Client Notifications.
When your team is told
Your team is not told every day about every open document, since the client is already being reminded. The bell only lights up when a person can help, with one notice per client:
- A visit is close. The client has a visit today, tomorrow or the day after and their documents are still open, for example "Josh McDowell's forms aren't done, visit tomorrow at 2:00 PM". Once per visit.
- The reminders ran out. All three automatic reminders went out, three more days passed, and the documents are still open. Once per request; if you send new documents, the reminders start again and so does this.
Each notice lists what is still open, and Open client goes straight to that client's Documents tab, where you can Remind, cancel or send again. A notice you have not read yet is updated rather than repeated, so the same client never stacks up in the bell. The notices go to the people at the client's location, and follow each person's System notification switch.
Shareable Documents across the practice
Settings → Shareable Documents shows five totals (sent and outstanding, opened, completed, overdue, completion rate) and a Sent documents table for every client. Each row's menu offers View responses, Download locked PDF for completed documents, Resend reminder, and Archive or Restore; the Show archived switch reveals archived rows.
The default intake package
The same page holds your Default intake package. Turn on Send automatically when a new client is booked by the AI or online and the package goes out through the portal the moment the phone AI, web chat or your online booking page books someone new, as one email and a text when allowed; a booking request that needs staff approval sends it when you confirm the request, and a client without an email gets the first document as a text link. Tick AI sends on the documents that should go automatically. Also ask new clients to confirm their details in the portal adds a demographics check. Documents toggled on here are also pre-selected whenever you open the wizard from a profile.