Visit options
The Visits page has two tabs: History for patient visits, and Visit Options for the visit products you sell.
/visits has two tabs: History, every visit your patients have had, and Visit Options, the visit products you sell.
Questions people ask about this page
Which tab am I meant to be on?
History opens first and is the day-to-day view — one row per patient visit. Visit Options is the setup tab, and only a Client Admin sees it. Client Staff get no tab bar at all, just the history table.
What is the difference between SYNC and ASYNC?
The Visit mode you pick when you create the visit, and the app spells both out. SYNC is a "Live video visit. Patient schedules after payment." ASYNC is a "Provider chart review. Intake-first checkout with no scheduled call." Both end in a provider decision; only sync involves a booked time.
How do I make a patient fill a form before their visit?
Open the visit option and use Attached forms — "Intake and consent forms linked to this visit product." Search, tick the forms, and save. Only forms you have already built on Forms appear here, and the list shows each one's type and status, for example Intake · Active.
I hid a visit from the storefront. Can patients still book it?
Yes, through a link. The helper text says so: "Hiding removes this visit from the patient storefront. Direct links and Send to Patient keep working while it stays active." To stop it completely, switch Active off.
Who books the actual time slot?
The patient does, after they pay for a sync visit. Your team can book on their behalf from the patient profile's Visits tab. To see what times exist at all, click Provider availability in the toolbar — "Combined bookable sync-visit slots from all eligible providers for the next 21 days."
A visit says No Show but nobody marked it. Is that real?
The platform never writes No Show by itself. If you see it, a human set it. A provider failing to attend is recorded separately and leaves the visit reading Confirmed.
Where to find it
Left menu → Visits. Direct link: /visits. Visible to: Client Admin (both tabs) and Client Staff (history only). No other role reaches this route.
Heading Visits. Client Admin subtitle "Configure visit types and review patient visit history." Client Staff subtitle "View patient visit history for your organization." On a Review-only client the subtitle becomes "Review patient Good Faith Exam history." and the whole toolbar disappears.
The toolbar, on both tabs
| Control | What it does |
|---|---|
| Request product approval | Asks a provider to approve a product for a named patient, without waiting for the patient to buy it. |
| Provider availability | Opens Provider availability — "Combined bookable sync-visit slots from all eligible providers for the next 21 days." Use it before you promise a patient a time. |
The History tab
| What you see | What it does |
|---|---|
Search patient, visit reason, status... | One box across all three. |
| Filters | All statuses · Visit type (Sync / Async) · All reasons · Last updated. |
| Columns | Type · Date Created · Patient Name · Visit Reason · Last Updated · Status, then the row menu. |
| Row menu | Reschedule (both roles) and Cancel visit (Client Admin only). |
| Empty states | "No visits found for your organization." or, with filters on, "No visits match your current filters." |
Your search, filters, and sort are remembered between visits to the page. If the table looks emptier than you expect, clear the filters before you conclude anything is missing.
The Visit Options tab
| What you see | What it does |
|---|---|
| Add Visit Option | Opens Add visit option — "Create a client-owned visit product." |
| Promo Codes | The same discount manager as Products. Discount codes can apply to visits. |
| Storefront / Table | Swaps the table for the card grid patients see. |
| Export CSV | Downloads the rows currently shown. |
Search visits, forms, owner... | Searches all three at once. |
| Filters | All statuses (a click-to-cycle button: All statuses → On storefront → Hidden from storefront → Inactive) · Owner · Duration · Price · Images · Forms. |
| Columns | Image · Name · Description · Owner · Mode · Duration · Forms · Price · Status · Actions. |
| Mode cell | Reads SYNC or ASYNC. |
| Forms cell | How many forms are attached. A 0 here means the provider gets no intake answers before the visit. |
| Owner cell | Your brand's name for a visit you created, or the network's name for one they supply. |
| Row link icon | Checkout links for {visit}: Visit checkout, Assessment-first, Intake-first. |
| Row ⋯ menu | Open actions for {visit}: Edit details, Send to Patient, Hide from storefront / Show on storefront, Deactivate / Activate. |
How to create a visit option
Open the tab
In the left menu, click Visits, then the Visit Options tab.
Start it
Click Add Visit Option. The dialog Add visit option opens — "Create a client-owned visit product."
Name it
Type a Visit name patients will recognise. The placeholder shows the shape: Follow-up consult.
Say what it is for
Fill in Visit reason / description — "Patient-facing reason or description for this visit." This is what patients read before they book.
Set the length and the price
Duration in minutes, and Patient price — the placeholder is 49.00.
Choose the mode
Pick SYNC ("Live video visit. Patient schedules after payment.") or ASYNC ("Provider chart review. Intake-first checkout with no scheduled call."). If you are unsure, ask your provider network — they run the visits.
Attach the forms
Under Attached forms, search and tick the intake and consent forms the patient should complete first. Each row shows its type and status, for example Intake · Active. A form still marked Draft will not reach the patient.
Add the instructions
Visit instructions takes "Optional internal or patient scheduling notes." — how to prepare, or what your team should know.
Add the picture
Click Upload image, and set Image background if the picture needs a colour behind it.
Limit it geographically
Use Unavailable states if you cannot serve everywhere: "Patients in selected states cannot see or check out this catalog item."
Publish it
Switch on Active, then Show on storefront, and click Save. The row appears with the status On storefront.
Every setting on a visit option
| Setting | What it controls |
|---|---|
| Active | Whether the visit exists at all for patients. Off means no link and no storefront entry works. |
| Show on storefront | Whether patients see it when they browse. "Hiding removes this visit from the patient storefront. Direct links and Send to Patient keep working while it stays active." |
| Upload image / Image background | The card picture and the colour behind it. |
| Visit name | The patient-facing name. |
| Visit reason / description | The patient-facing explanation. |
| Duration | How long the slot is, in minutes. It drives what the scheduler offers. |
| Patient price | What the patient pays for the visit. |
| Visit mode | SYNC or ASYNC. This decides whether a time is booked at all. |
| Visit instructions | Scheduling notes for the patient or your team. |
| Attached forms | The intake and consent forms the patient completes for this visit. |
| Unavailable states | States where the visit is hidden and cannot be bought. |
Extra visits bundled with a product are set on the product, not here — open the product and use Offer included visits ("Add included visit redemptions to this product purchase.").
Statuses you will see here
On the Visit Options tab
| Status | What it means | What to do |
|---|---|---|
| On storefront | Active and visible when patients browse. | Nothing. |
| Hidden from storefront | Active, but only reachable by a link you share or by Send to Patient. | Row menu → Show on storefront. |
| Inactive | Switched off. No link works. | Row menu → Activate. |
On the History tab
| Status | What it means | Who has to move |
|---|---|---|
| Pending Patient Scheduling | A sync visit exists and the patient has not booked a time. Reminder emails go out automatically. | The patient, or your team from their profile. |
| Pending Review | Nobody has claimed it yet. It is also the fallback when nothing else has been set. | A provider. |
| Confirmed | A slot is booked. | Nobody — attend. |
| Unconfirmed | Booked without confirmation. | Confirm it with the patient. |
| In Progress | The video visit is live right now. | The provider. |
| Under Review | An async chart is open with a provider. | The provider. |
| Pending Forms | The visit is blocked because intake is outstanding. | The patient. |
| Completed | The visit is done, or the chart decision was approved. | Nobody. |
| Deferred | The provider did not decide yet and asked for something more. | Read the note and act on it. |
| Denied | The provider declined. | Nobody. The assessment charge is not refunded. |
| Cancelled | Cancelled by the patient or your team. Cancelling never refunds automatically; rebooking reuses the visit charge that was already paid. | Rebook if the patient wants to. |
| No Show | Somebody marked the patient absent. The platform never sets this by itself. | Rebook or charge per your policy. |
| Voided | The visit was voided by staff. | Nothing. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| There is no Visit Options tab. | You are Client Staff, or the client is on the Review-only model. Staff see only the history table. | Ask a Client Admin. |
| The Forms cell reads 0 and providers complain they have no history. | No forms are attached to that visit option. | Open it and tick the forms under Attached forms. |
| You attached a form and patients still are not asked for it. | The form is a Draft. The picker shows the status next to each name. | Publish the form on Forms, then check the visit again. |
| Visits sit at Pending Patient Scheduling and never get booked. | Either the patient is not acting, or there are no bookable slots. | Click Provider availability. If it is empty, ask your provider network to open availability. |
| You cancelled a visit and the patient asks where their refund is. | Cancelling does not refund. The paid visit charge is kept and reused when they rebook. | Rebook them, or issue a refund from Billing. |
| The No Show filter always returns nothing. | The platform never writes that status automatically. | Set it by hand on the visit if you want to track it. |
| The same visit reads Pending Review in one place and Under Review in another. | They are different stages of the async flow: waiting for a provider, versus open with one. | Nothing — read the newer one. |
| You cannot find where to set opening hours. | Availability belongs to the provider network, not to you. | Ask your network contact. Provider availability shows you the result, not the controls. |
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