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:

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.

As a provider, to access this, go to:

  • My Profile (left menu)

Owners or Managers go to:

  • Practice Settings (left menu)
  • Staff (top tab)
  • Click on the provider's name, loading their Profile
  • Then find the section Client Portal Settings
  • Find the sub-section Online Scheduling (the last sub-section, there are 4 total)
  • Click

  • Ensure first that "Allow clients to schedule online?" is set to Yes
  • To make any changes, click the button at the top right of the section
  • 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 add an option "I don't know" additionally they can chose).

Required Role:

Owner or Manager

To review these, go to:

  • Practice Settings (left menu)
  • Click Billing & Insurance (top tab)
  • Find the top section CPT Codes
  • To the right of CPT Codes, click Set Up

  • Here we show you an overview of your CPT codes: both active and inactive.
Click the wrong set up link above? No worries!
Each Set Up link brings you to the same page with all CPT Codes.
Scroll up or down & find the other section(s).

For a brief rundown:

settings Once added and marked as active, 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)

Is your provider not using the practice default CPT Codes?

  • Just under the CPT Codes section you'll find a section titled Therapist-Specific CPT Codes
  • Find the provider you wish to edit
  • If they're using their own set of CPT Codes, in green it will say using custom codes
  • Click to the right of their name, and use the above steps to configure:

If it says using practice defaults instead, unless you are certain you should use the top steps to configure the practice level CPT code settings. This will create a new, different set of codes for that specific provider.

  • 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, 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:

  • Schedule (left menu)
  • Edit Availability (right menu)
  • If availability is already set up you should see a preview (shown below)
  • If not, you will be asked to set up availability

  • 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

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

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