Troubleshoot Common Intake Form & Client Portal Issues

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Saving Default Intake Forms for Client Portal Invitations

If you’re inviting clients via email and want to customize which intake forms are sent:

1. Go to Organization > Client Portal.
2. Scroll down to Manage Clients.
3. Select a client and click Invite to Client Portal.
4. Update the intake forms by changing the default selections.
5. Make sure Save default message and intake form selections is checked.
6. Click Preview Invitation, then Invite to Client Portal.

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Therapist Can’t Create Intake Forms

Only users with Admin or Org Admin permissions can create new intake forms.

Therapists can send existing forms in two ways:

• Client > Client Details > General Documents > Share New Forms.
• During the portal invitation: Client > Details > Invite to Client Portal.

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Therapist Can’t Send Intake Forms

Therapists can send forms from either of the following areas:

• Client > Client Details > General Documents or Clinical Documents > Share New Forms.
• When inviting the client to the portal via Client > Details > Invite to Client Portal.

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Form Not Listed Under General Documents

If a specific form isn’t listed under General Documents, and it includes diagnosis-related fields, it may only be accessible under:

• Client > Notes > Clinical Documents > Share New Forms.

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Default Intake Forms for Contact Networks

If default intake forms are enabled under Organization > Client Portal > Enabled Intake Forms, these forms will be automatically sent to new Contact Networks as long as the main client does not have an active Client Portal account.

If you prefer to manually select forms:

1. Disable the Default Intake Forms.
2. Wait for the Contact to create their Client Portal account.
3. Share forms manually via:
   • Client > Client Details > General Documents, or
   • Client > Notes > Clinical Documents > Share New Forms

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Client Having Trouble Submitting Intake Forms

If a client is unable to complete or submit intake paperwork, please check the following:

• Confirm their Client Portal account is Active: Go to Client > Client Details > Client Portal Account Status: Active
• If forms were resent multiple times, revoke duplicate or outdated versions to reduce confusion: Navigate to Client > Client Details > General Documents > Revoke

Once these steps are complete, instruct the client to:

1. Log in to their Client Portal.
2. Go to the Forms section.
3. Complete all required fields (marked with a red asterisk).
4. Click Save and Next on each page.
5. After completing the form, scroll down, sign, and then click Save and Submit.

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