What each status means

Every appointment carries a status, and it drives which actions are available and which messages your client receives. Getting these right keeps your records and your revenue reporting accurate.

No show is a separate marker rather than a status, so an appointment can be completed or cancelled and also flagged as a no show. PracFlow records the flag for your reporting but does not automatically charge a fee, so if you have a no show policy you enforce it yourself using the cancellation options or a charge slip.

Automatic confirmation

You do not have to confirm each booking by hand. In Business Settings you choose how confirmation works, and a service can override the practice default.

• Immediately confirms the moment the client books. Best if your availability is accurate and you are happy to accept anything bookable.
• On payment confirms once money is captured. A good middle ground, because it protects you from unpaid holds.
• A set number of hours before the session, chosen from 6, 12, 24 or 48. Useful if you want a review window but do not want to remember to confirm.
• Manually, where nothing is confirmed until you act. Most control, most work.

Working your schedule

Your home screen at https://dashboard.pracflow.ai/dashboard is your schedule. Switch between calendar view and list view with the toggle, and PracFlow remembers your choice for next time. Expand Quick Stats for counts and amounts across today, upcoming and past sessions.

In list view, filter by upcoming or past, and by status: All, Pending, Confirmed, Completed, Cancelled or No Show. On the Teams plan you can also filter by team member to see one clinician's diary.

Each appointment has an actions menu. Beyond confirming, completing, rescheduling and cancelling, you can send an intake or feedback form, mark or clear a no show, add or update a meeting link, change the session between video and in person, send a custom email, assign the session to a team member, and join the session.

Booking on a client’s behalf

Clients can book themselves through your public links, but you will often book for them, for example after a phone conversation. Use Create Appointment on your dashboard, or start from the client's own page in My Clients, which pre-fills who it is for.

1. 1

   Choose the client and service

   Pick an existing client or add a new one. The service determines duration, price and session type.

2. 2

   Pick a date and time

   Choose a date, then a slot. You can restrict the list to genuinely available slots, or allow times outside your working hours when you are deliberately making an exception.

3. 3

   Set payment and confirmation

   Decide whether this is paid online, in cash, or free, and whether it confirms automatically. You can apply a coupon or override the amount here.

4. 4

   Save

   PracFlow creates the booking, sends the messages you have enabled, and schedules reminders.

Recurring appointments

For clients on a standing weekly or fortnightly slot, create a recurring rule instead of booking each session. Recurring rules live in a section on your dashboard, and you can create one from a client's page.

A rule repeats daily, weekly, monthly or yearly, and carries its own payment mode, price and confirmation setting. PracFlow generates each upcoming appointment automatically ahead of time rather than creating the whole series at once, which keeps your calendar realistic and lets you change the arrangement without unpicking dozens of bookings.

Toggle a rule inactive when a client pauses. Existing appointments already generated stay in place, so cancel any you no longer need.

Rescheduling

Reschedule from the appointment's actions menu. You pick a new slot using the same calendar as booking, and the existing payment and service request carry across, so the client is not charged again.

Only scheduled and confirmed appointments can be rescheduled. Once an appointment is completed or cancelled it is final, so if you need to move a cancelled session you create a new booking.

You control whether clients can reschedule themselves, and how many times, in Business Settings. Allowing one client-initiated reschedule removes a lot of admin while still preventing repeated moves.

Cancelling and deciding on a refund

Cancelling asks you to make a refund decision, and this is the moment your cancellation policy is applied. You choose a full refund, a partial refund, or none.

If the session starts within your free cancellation window, which defaults to 48 hours, PracFlow forces the no refund option to match your published policy. You can consciously override the cancellation policy when you want to make an exception, and the override is recorded.

Add remarks when you cancel. Six months later, a one line note explaining why a session was cancelled and refunded in full is worth a great deal, both for continuity of care and if the payment is ever queried.

Reminders and the session workspace

PracFlow schedules reminders automatically, roughly 24 hours and 3 hours before the session, for both you and your client. A 24 hour reminder is only scheduled when the booking is made far enough in advance, so a session booked the same morning will not get one. Which channels are used, email or WhatsApp, is set in Communication Settings.

When it is time to work, open the session page from the appointment. It brings the client's details, their intake form answers, your session objective, in-session notes and the chat thread together on one screen, alongside the video link. You can also send an assignment from here while it is fresh in the conversation.

Importing existing appointments

If you are moving from another system or a spreadsheet, you can bulk upload appointments from an Excel file on the Transactions page. This is the practical way to bring an existing caseload into PracFlow without re-entering every booking by hand.