Setup and catalog
Visits
Review patient visits, book or reschedule a visit, and configure the visit options patients can buy.
Questions people ask
A sandbox visit is waiting on a provider. How do I move it along?
As a Client Admin in sandbox mode, click the row ⋮ → Simulate…. Simulate visit lists the steps under Next step; run one to act as the Sandbox Provider. Real webhooks fire, and Webhook events shows each delivery. If it says This record is live. Only sandbox records can be simulated., the visit is real.
Can I reschedule without refunding them?
Yes: Reschedule keeps the visit, its order and payment. Cancelling doesn't refund automatically; refund the order on Orders.
Can a patient choose their clinician?
For voluntary bookings, your primary provider network can enable Patients can choose a provider when booking. Required visits, visits linked to a product order, and reschedules use automatic selection or keep the assigned provider. Bookings through another network follow that network’s booking flow.
Why did checkout offer the patient a video call?
The patient's state or the protocol requires one, or the offer is switched on in Settings → Portal experience. Your network decides which states need video.
Where to find it
Sidebar → Visits (/visits). Use History for patient visits and Visit Options for the options you sell.
Access: Client Admin manages visit options. Client Staff can view both tabs, reschedule and send visits; booking requires Create visits in Staff permissions.
What you can do here
- Check where a patient's visit stands
- Book a visit for a patient, or ask them to schedule
- Reschedule, cancel or void a visit
- Find out why no times are offered
- Sell a visit
- Require a lab before a visit
- Send a visit or copy its link
- Ask a provider to approve a product
What is on this page
Add visit option opens one form. Scroll within the window to reach Attached forms.
| Control | What it does |
|---|---|
| Visit name | The name patients see. |
| Visit reason / description | Explains the visit to patients. |
| Duration and Patient price | Set the visit length and price. |
| Visit mode | SYNC is a scheduled video visit. ASYNC is an intake-based chart review without a scheduled call. |
| Visit instructions | Notes for scheduling or the patient. |
| Attached forms | Choose intake and consent forms. Forms inherited from categories appear as badges. |
| Active and Show on storefront | Control whether the visit is available and listed on the storefront. |
Check where a patient's visit stands
Use this when a patient asks about their consult.
Find it
On History, search Search patient, visit reason, status… or filter All statuses and Visit type (Sync or Async).
Open it
Click the row to open the patient's record.
Check the result: the Status tells you who acts next (see Statuses).
Access: Client Admin and Client Staff.
Book a visit for a patient, or ask them to schedule
Use this when a patient calls to book, or needs a video visit before treatment.
Open the patient's visits
Open the patient (from History or Patients), click the Visits tab, then Schedule.
Choose how
In Create Visit, pick Book Visit for Patient (you choose the slot) or Ask Patient to Schedule (they choose).
Pick the visit and time
Select the visit type, click Continue, then choose a day and time.
Finish
Check the Details step, then click Create Visit (Create Request when the patient chooses).
Check the result: the toast reads Visit created successfully. or Visit request created. Patient can choose the appointment time.
Access: Client Admin; Client Staff with Create visits.
Reschedule, cancel or void a visit
Use this when a booked time no longer works, or a visit is a duplicate.
Open the row menu
On History, click ⋮ on the visit.
Choose
Reschedule opens Edit Visit Schedule: pick a new time and click Save reschedule. Cancel visit cancels a booked video visit; Void visit removes a duplicate or test visit.
Check the result: the toast reads Visit rescheduled successfully. or Visit cancelled successfully. Cancelling doesn't refund; refund on Orders.
Access: Reschedule: Client Admin and Client Staff, on confirmed video visits. Cancel visit and Void visit: Client Admin.
Find out why no times are offered
Use this when every day is greyed out, or a patient says no provider available.
Check availability
Click Provider availability (top right). It shows open video slots from all eligible providers for the next 21 days.
Ask your network
If it reads No bookable slots are available in the next 21 days., message your provider network: they set provider hours, licensed states and booking notice.
Check the result: slots appear in the list, and in the patient's booking screen.
Access: Client Admin and Client Staff. Some networks require a notice period (for example 24 hours), so same-day times may never show.
Sell a visit
Use this to sell a consult, for example a paid video visit or a chart review.
Start
On Visit Options, click Add visit option.
Describe it
Fill in Visit name, Visit reason / description, Duration and Patient price.
Choose the mode
Choose SYNC for a video visit booked after payment, or ASYNC for a provider to review the intake without a call.
Attach forms
Scroll to Attached forms, then tick the intake and consent forms (Draft forms never reach patients).
Publish
Leave Active and Show on storefront on, then click Save.
Check the result: the row reads On storefront.
Access: Client Admin. Row menu → Edit details, Hide from storefront or Deactivate change it later.
In a clinic: visits run as video or chart review by your network's providers; there is no in-person visit type or day calendar. Filter History by Confirmed to see who is booked.
Require a lab before a visit
Use this when a patient needs recent lab results before the visit can be booked.
Open the visit option
On Visit Options, row menu → Edit details.
Turn it on
Switch on Requires lab. If you are linked to several networks, select a Visit network first. Otherwise you see Choose a visit network before requiring a lab.
If the network requires the lab, the switch is locked and shows Required by with the network’s name.
Set how fresh results must be
Enter the number of days in Results accepted for.
Pick the labs
Tick the labs patients may use and set a price for each, then Save.
Check the result: the lab list stays ticked after you reopen Edit details.
Access: Client Admin.
The same Edit details form has a Network forms picker (choose a Visit network, or leave Any linked network) and a Prescribing list with Products and Categories tabs. The Categories tab lists all your categories, whichever network they were created under, and changing the Visit network keeps a category selection. With none yet it reads No categories and Create categories in Products to scope this list by category.
Send a visit or copy its link
Use this to invite a patient to book, or add a "Book a consult" button to your website.
Send it
On Visit Options, row menu → Send to Patient.
Or copy a link
Click the link icon, then Copy next to Visit checkout, Assessment-first or Intake-first.
Check the result: the toast confirms it. Hidden visits still work by link while active.
Access: Client Admin and Client Staff.
Ask a provider to approve a product
Use this after seeing a patient in person, so a provider can approve treatment before they buy.
Start
Click Request product approval (top right) and choose the patient, then Continue.
Choose products
Tick the products for the provider to review, then click Send for review. A product that needs a video visit or labs shows an icon beside its name: Live visit required or Labs required.
Check the result: the toast reads Approval request sent for provider review (or says the patient must complete forms first).
Access: Client Admin and Client Staff.
Statuses you'll see here
| Status | What it means | Who acts next | What you do |
|---|---|---|---|
| Pending Patient Scheduling | Video visit paid, no time booked | Patient | Remind them, or book for them |
| Confirmed | Time booked | Patient and provider | Nothing |
| Pending Review / Under Review | Waiting for, or with, a provider | Provider network | Message them if it sits |
| Completed | Visit done or decision made | — | Nothing |
| Cancelled / Voided | Stopped by the patient or your team | — | Book again if needed |
| On storefront / Hidden from storefront / Inactive (Visit Options) | Whether patients can browse or buy it | You | Row menu to change |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| No Schedule button for staff | No Create visits permission. | A Client Admin ticks it in Staff permissions. |
| No provider availability is open right now | No licensed provider has open hours in the patient's state, or the notice period hides them. | Check Provider availability, then message your network. |
| After a cancel and rebook, the new visit also reads Cancelled | Known problem: a cancellation can carry over to later visits on the same order. | Send Support the patient's name and visit time. |
| The patient paid twice or has two visits | A duplicate was created. | Void visit on the extra one; refund on Orders. |
| Forms shows 0 and providers see no answers | No forms attached. | Edit the visit option, scroll to Attached forms, select the forms, then click Save. |
| Labs did not load | The lab list failed to load | Click Try again. |
| No labs are available | No active lab exists yet | Add an active lab in Products before this visit can require one. |
| Network forms and prescribing list did not load, or Products did not load | The lists failed to load | Click Try again. |
| Unable to save visit option. | The save was rejected | Check the fields and click Save again. |
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