Client Self Scheduling & common issues

Clients not able to self-schedule in the portal? Not sure where to look?

If you client tells you that they are in the client portal and are not allowed to schedule, it's usually because one of these settings to allow for client self-scheduling is misconfigured. Not to worry, it's an easy fix!

There are three different areas in your settings to double check:

In this Article:


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Review your Client Portal Settings

First off, you'll want to configure your settings for if clients are allowed to schedule online, with further granular settings based on client status.

  • From any screen click your name (top right):

  • From the popup, underneath your name and practice click

  • You'll then see your profile

Are you an Owner or Manager?

You'll also notice an additional ribbon near the top, allowing you to quickly switch between other staff member profiles. Click the dropdown shown here:

  • Click Client Portal (top tab)
  • Find the last section titled Online Scheduling
  • Click

  • Ensure first that Allow clients to schedule online? is set to Yes
  • Self-scheduling is based on client status from the client profile, for more info click here
  • Make your changes and click (very bottom right)

CPT Codes

This will tell the system which services the client can sign up for (we also add an "I don't know" option additionally they can chose).

Required Role: Owner or Manager

To review these, go to:

  • On any screen click (top right)
  • Then click Billing & Ins. (top tab)
  • Find the top section CPT Codes
    • If you use Practice Defaults, click the button (top right of section)
    • If you or your provider are using Therapist-Specific CPT Codes, use the section below that


  • Here we show you an overview of your CPT codes: both active and inactive:

For a brief rundown:

settings Once added and marked as active (left column), enter the required details:

local_atm Usual and Customary Fee: This is the default, but it can be changed manually
pin Code: The CPT code value
description Name: Visible to both staff and to clients when self scheduling
event Time Reserved: Time shown on your schedule for this an appointment
update Session Duration: Sets the default end time while charting (start time + session duration = end time)

calendar_month Online Scheudling: Means clients can select this CPT code when self scheduling
videocam Telehealth Enabled: Clients can select this for self scheduled telehealth appointments

Clients will be able to see the CPT code Name when self-scheduling.
  • Once complete, scroll to the bottom and click (very bottom right)

Schedule Availability

Note: For more information about this, please see our article: Calendar Availability Set Up

This part adjusts which time slots clients can self-schedule in and can also affect client self scheduling, and is the last part to check.

To access this, go to:

  • On any screen click (top right)
  • Then click (top tab)

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  • Click on an individual availability section on the left
  • This will then display the options for that section to the right
    • Office Location
    • Available every _ minutes
    • Allow clients to (self schedule) online
    • If telehealth is enabled, the ability to differentiate between in person, telehealth, or both
  • The most important thing is to ensure Allow Clients to Schedule Online is checked for each availability section you want to allow clients to self schedule for

Icon Meanings:

We also show a quick "heads up" view of each availability time slot with icons, explained below:

language Means clients can self schedule (in general)
domain Means clients can self schedule in person *
videocam Means clients can self schedule telehealth *

* = Requires telehealth add-on: Standard Integrated - or - Integrated Zoom

Example: Client Self Scheduling An Appointment

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Use our Client Portal: Overview article for more information about the client portal view.

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