How clients get into your system

Clients arrive two ways. When someone books through a public link, PracFlow creates their record automatically. You can also add clients yourself from My Clients, which is what you do for people you already see or who booked over the phone.

Each client is given a readable reference such as CLIENT_0001, numbered within your practice. Clients belong to your practice and are matched by phone number or email inside it, so the same person seeing two unrelated practices on PracFlow has separate records with each.

What a client record holds

Open a client to see their full record and history. Beyond name and contact details you can record date of birth, gender, pronouns and addresses, plus two sets of details that matter clinically.

Emergency contact

Who to reach if you have a concern about safety. You can also turn on notifying this contact.

Guardian details

For clients who are minors or where someone else holds consent, this keeps the responsible adult recorded alongside the client.

The record also gathers everything connected to that person: their appointment history with the same actions as your dashboard, workshop and group attendance, notes, form responses and assignments. You can book a single or recurring appointment directly from here.

Organising with tags

Tags are coloured labels you define once for your practice and apply to any client. Because you can filter your client list by tag, they are the main tool for turning a long list into working groups.

Useful tagging schemes tend to describe status or pathway rather than clinical content: waiting list, assessment stage, active, on pause, discharged, or referral source. Keep the set small enough that you actually maintain it.

The client portal

Clients can sign in to their own portal to see upcoming bookings, complete forms, view invoices and open resources you have shared. They sign in with a one-time passcode, exactly as you do, so there is no password to reset.

Copy the portal login link from My Clients and send it to a client who needs access. The link is specific to your practice, so it takes the client to the right place: https://sites.pracflow.ai/login

Bulk actions and exports

From your client list you can act on people without opening each record. Send an intake or feedback form, send an assignment, share a library resource, send a custom email, edit tags, or open the conversation thread. Unread message counts appear next to clients who are waiting on a reply.

Export to Excel downloads your client list, which is useful for reporting to a supervisor or as a periodic backup of your caseload outside the platform.

Who in your team can see a client

Each client has a primary therapist, and on the Teams plan you can assign additional therapists. Notes and records are visible to the assigned clinicians rather than the whole practice, which keeps confidentiality intact in a group setting.

Practice owners can also restrict whether team members see client email addresses and phone numbers. When these are switched off, members work with the client's name and reference while contact details are masked. Owners set this in Business Settings.