Each FrontDesk location (also called a practice or branch internally) is a separately managed front desk, with its own phone, hours, AI personality, schedule and clients. Locations are rolled up under one organization for billing and the team.
Add a new location
- Open Settings → Locations.
- Click Add location at the bottom of the list (Add a location on a phone). The hint beside it says how many more your plan allows, or "Upgrade to add more".
- At your plan's limit it opens Location Limit Reached instead, with Maybe Later and Upgrade Plan.
- If your first location still has its default name, you're asked to rename it first.
- Fill in the Add Location dialog:
- Location Name: internal label (e.g., "Downtown Office"). Clients never see it as your name: the portal, reminders, texts, emails, receipts and documents they get show your organization name instead, or the location's Name clients see under Settings → Client Portal. The AI receptionist, the AI voicemail agent and the website chat introduce the practice by that name too; with more than one location they add the office ("Bright Path Therapy, Downtown Office") and say which office this is when asked. The address and phone stay this location's.
- Phone and Email for the location
- Street Address, City, State, ZIP Code
- Timezone: the location's own time zone, used for its hours and schedule
- Provider calendar names: how provider calendars are named
- Check the price at the top of the dialog: plans are priced per location, so it shows what the new location adds (e.g. "Adding a location adds $599 a month to your plan"), your new total, and when the prorated part is invoiced. Tick I agree to pay … to confirm. Only the account owner can add a location; anyone else sees "Only the account owner can add a location, because each one changes what the account pays."
- Click Add Location (+$599/mo). The toast confirms your new plan price.
The new location is billed from today: the rest of this billing period is prorated onto your next invoice, then the new total applies from the renewal. On Enterprise the price is set by your contract and does not change.
The new location appears in the list and in the location switcher. Switch to it to set it up: buy or connect its phone number, then its hours, services, AI voice and greeting, and run a test call, just like your first location.
What's per-location vs. shared
| Per-location | Shared organization-wide |
|---|---|
| Phone number(s) and the recording notice | Team roster |
| Business hours | Subscription / billing |
| Services / appointment types | Business type |
| AI voice and greeting | Organization details and the BAA |
| Custom Knowledge | |
| Online booking page (each has own slug) | |
| Clients, appointments and calendar | |
| Call logs and SMS threads | |
| Account Activity (History, HIPAA Audit Log, Billing Activity) | Sign In Events in Account Activity |
Granting team access
When you add a teammate in Settings → Team → Add team member, pick the locations they should see in the Locations card. Your current location is preselected. To change an existing teammate's locations, open Edit access from the ⋯ menu on Settings → Team.
Removing a location
Settings → Locations → Remove opens a Remove location dialog. A removed location is archived rather than deleted: type the location's name to confirm, then click Remove location. The toast reads "Location name removed".
Two guards apply:
- Your last active location cannot be removed ("You must keep at least one active location. Add another location before removing this one."). Add another first.
- Future appointments at the location block removal with a count. Every visit still to come counts, including one whose client didn't answer a confirmation call (No Answer on the calendar); cancelled and missed visits, and ones moved to a new time, don't. Cancel or reassign them, or click Remove anyway: those appointments stay on the records but no reminders are sent for them.
An archived location drops out of the location switcher, calls and online booking, but its clients, appointments and reports are kept. There's no Restore button in the app yet (the Remove dialog says the same): contact support to restore one. It needs room in your plan's location allowance, and restoring is billed like adding a location. On Pro and Elite, removing a location lowers your plan price by one location ("Your plan goes down to $599 a month."), and the unused part of the current billing period is credited on your next invoice. Removing a location does not release its phone number; ask support to release a number you no longer need.
What's next
- Invite team members and grant per-location access
- Show your team how to switch between locations
- Per-location AI tuning: choose a voice and customize the greeting