# Getting Started Everything you need to get set up and feel confident using Caspen. Welcome to Caspen. These docs are here to guide you through setup and help you find answers quickly as you use Caspen day-to-day. If you are setting up Caspen for the first time, start with [**Practice Setup**](/practice-setup). It covers the essentials like your practice details, locations, team members, roles, and availability. Explore [**Using Caspen**](/using-caspen/dashboard) for step-by-step guides across the platform. Visit [**Integrations**](/integrations/integrations) to connect Caspen with apps like Stripe, Xero, QuickBooks, and calendar tools. # Practice Setup Your setup checklist for getting started in Caspen. Set up your practice details, team, and scheduling basics. **Practice details**\ *Add the information that appears on invoices, letters, and online booking.* * [**Update practice profile**](/practice-setup/update-practice-profile) * [**Add new locations**](/practice-setup/add-new-locations) **Team and access**\ *Invite your team and set the right access for each role.* * [**Add more users**](/practice-setup/add-more-users) * [**Understand user roles**](/practice-setup/understand-user-roles) * [**Update user information**](/practice-setup/update-user-information) **Scheduling basics**\ *Set when your practitioners are available for bookings.* * [**Set your availability**](/practice-setup/set-your-availability) **Next steps**\ *Common setup tasks after the basics are done.* * [**Next steps**](/practice-setup/next-steps) # Update practice profile How to edit the practice location profile in Caspen? ## Overview Update a location’s details, opening hours, address, and what can be booked there. You can also control which services and practitioners are available at each location. *** ## Update location details 1. Go to **Settings → Locations**. 2. Select the location you want to update (click the location name, or go to **Actions → Edit**). 3. Open the **Edit** tab. 4. Update any of the following fields as needed: * Name * Description * Logo * Featured image * Email * Phone * Timezone * Opening hours * Address 5. Click **Save**. Note: Opening hours are shown on online booking location pages for display. Appointment times are based on practitioner availability. *** ### Update services available at a location 1. Open the location profile. 2. Select the **Services** tab. 3. Turn services on or off for that location. *** ### Update practitioners available at a location 1. Open the location profile. 2. Select the **Practitioners** tab. 3. Turn practitioners on or off for that location. *** ### Update classes available at a location If your workspace uses classes, you can manage them from the **Classes** tab in the location profile. # Understand user roles How to setup user permissions and roles in Caspen? ### User permissions and roles User roles and permissions control what each team member can see and do in your Caspen workspace. Setting these correctly helps protect client privacy, keeps financial information secure, and ensures staff only access what they need. #### Default roles Caspen includes five default roles: * **Practitioner Admin** \ For practising owners and clinical leads who need full workspace access, excluding account owner only pages. * **Practitioner** \ For clinicians who need access to their own clients, notes, appointments, and billing by default. * **Practice Manager** \ For managing operations, appointments, billing, reporting, and settings, with no clinical notes or letters access unless enabled. * **Receptionist**\ For managing bookings, clients, and invoices, with no clinical notes or letters access by default. * **Accountant**\ For finance professionals who need access to invoices, payments, tax, and financial reports, without access to sensitive clinical data. #### Billed practitioner roles Practitioner Admin and Practitioner are the only roles that are billed on your Caspen subscription. These are the only roles that have their own calendar and appear in online bookings and waitlists. Only Practitioner Admin and Practitioner roles can be selected as the practitioner on an invoice. #### Where roles and permissions are managed * **Assign a role:** Roles are selected when you add a team member in Settings → Users. * **Edit role permissions:** Permission settings are managed by the account owner in Settings → Permissions. For detailed role descriptions and permissions, see [Manage roles and permissions](/using-caspen/settings/staff/manage-user-roles-and-permissions). # Add more users How do I add more users in Caspen? ## Overview Invite staff to your Caspen workspace so they can log in and access the right features. ## Add a user Go to **Settings → Users**, then click **Add user**.
## Next steps For full instructions, see [Add your team members](/using-caspen/settings/staff/add-your-team-members). Access is based on your role and permissions. For a more detailed guide, see [Manage user roles and permissions](/using-caspen/settings/staff/manage-user-roles-and-permissions). # Update user information How to edit user information in Caspen? ## Overview Update a team member’s details from **Settings** → **Users**. Practitioner based roles also include a Practitioner tab with additional settings for booking and practitioner profile information. #### User profile overview Each team member has a user profile in Caspen. This is where you manage their details, access level, and user specific settings. When you open a user profile, the tabs include: * **Edit**: Core user details such as role, name, email, phone number, professional title, avatar, and groups. * **Practitioner (practitioner roles only)**: Practitioner specific settings for Practitioner Admin and Practitioner roles, including bookable items and practitioner profile details. * **Availability**: Working hours used for scheduling. * **Integrations**: User specific integrations, where available. * **Login history**: A record of recent login activity. *** ## Update a user 1. Go to **Settings** → **Users**. 2. Find the user you want to update (click their name or **Actions** → **Edit**).
3. Update the user details in the **Edit** tab, for example: * Name * Email * Phone number * Professional title (specialty) * Avatar * Groups
4. Click **Save** (top-right). *** ## Practitioner information The Practitioner tab appears for practitioner based roles and lets you manage services, locations, and profile details for that team member. Under **Bookable items**, you can: * **Services**: Select which services the practitioner can be booked for. * **Locations**: Add or remove the locations the practitioner can work from.
*** ### Common updates #### Update user groups In the **Edit** tab, use **Groups** to add or remove the user from groups used for organizing and filtering users.
#### Update availability In the Availability tab, you can update the user’s availability. For more information, see [Set your availability](/practice-setup/set-your-availability).
# Add new locations How to add a new location in Caspen? ## Overview Locations help you organize appointments across different sites or multiple practitioners. They make it easy to control where bookings can be scheduled and keep calendars and reporting organized by location. *** ## Add a location 1. Go to **Settings** → **Locations**. 2. Click **Add location**.
3. Enter the required details: * **Name** * **Timezone** 4. Complete any additional location details as needed. 5. Click **Save**. # Set your availability Control when practitioners can be booked by setting their available days and times. > **Who can have availability set?** > \ > Only **Practitioner** and **Practitioner Admin** roles can have availability, because these are the only roles that appear in the calendar for bookings and appointments. ## Overview Availability lets you control when practitioners can be booked by setting the days and times they work. You can customize availability for individual dates, multiple selected dates, or set ongoing weekly or fortnightly schedules. Each location has its own availability settings, and you can create multiple time slots per day to allow for split shifts, or different working periods. *** ## How to set availability To set or update availability: 1. Go to **Settings** → **Users**. 2. Open the user profile (Practitioner or Practitioner Admin) you want to update\ (click their name or **Actions** → **View**). 3. Navigate to the **Availability** tab.
4. Select the **Location** you want to set availability for.
5. Click on a date in the calendar to open the **Edit availability** window.
6. Adjust the availability as needed, then click **Confirm** to apply. *See **Editing availability** below for more details on how to configure time slots and one-off or repeating schedules.* *** ## Editing availability Inside the availability editor, you can: ### Add time slots * Choose a start and end time. * Click **Add time** slot to add multiple blocks in one day\ (e.g., 9 AM–12 PM, then 1 PM–5 PM). * Click the **bin icon** next to a time slot to remove it.
*** ### Set availability for custom dates Use this option when the practitioner’s hours vary on particular days. * Select one or multiple dates on the calendar. * Add or adjust time slots. * Your changes apply only to the dates selected.
> **Clear selected dates**\ > Click **Clear** (beneath the calendar) to remove your current date selection. You can then choose new dates. *** ### Set availability for recurring days Use this option to create ongoing weekly or fortnightly schedules. * Click a date first. The recurring pattern begins from the next matching day after that date. * Select the days of the week (e.g., Mon, Tue, Fri). * Choose the repetition pattern: **Weekly** or **Fortnightly.** * Caspen shows the start date of the recurring pattern so you can confirm before saving.
*** ### Mark a practitioner as unavailable To block out a date where a practitioner is not available: 1. Click one or more dates on the calendar. 2. In the **Time slots** section, click **Clear** — the area will switch to **Mark as unavailable.** 3. Click **Confirm** to save. **Screenshot example:** Marking selected dates as unavailable.
*** ## Availability and online bookings If you plan on offering online bookings, then you will need to know that the availability you set here will determine the times when clients can book appointments with you. *** ## Tips * Each location has its own availability. Remember to set availability per location if your practitioners work across sites. * You can add multiple availability blocks per day if required. # Next steps A quick checklist of the most common setup tasks after you create your workspace. #### Get ready to take bookings * [**Set up your catalog**](/using-caspen/catalog): Add your services, classes, and pricing. * [**Set up online bookings**](/using-caspen/online-booking/set-up-online-bookings): Choose what clients can book and when. #### Set up templates and automation * [**Set up templates**](/using-caspen/settings/templates): Create letter templates, form templates, and customize invoice templates. * [**Reminders and notifications**](/using-caspen/settings/appointments/set-up-email-and-sms-appointment-notification-sets): Configure appointment reminders and notification settings. #### Set up billing and accounting * **Connect payments**: [**Set up Stripe**](/integrations/stripe/set-up-stripe-integration) so clients can pay online. * **Set up tax settings**: [**Configure tax rates**](/using-caspen/settings/billing/set-up-and-manage-tax-settings) and defaults so invoices calculate correctly. * **Connect accounting**: Link [**Xero**](/integrations/xero/set-up-the-xero-integration) or [**QuickBooks**](/integrations/quickbooks/set-up-quickbooks-integration). #### Connect calendars and telehealth * **Sync calendars**: Connect [**Google Calendar**](/integrations/google/set-up-google-calendar-integration) or [**Microsoft Outlook Calendar**](/integrations/microsoft/set-up-outlook-calendar-integration) to keep schedules aligned. * **Video sessions**: Connect [**Google Meet**](/integrations/google/set-up-google-meet-integration) or [**Microsoft Teams**](/integrations/microsoft/set-up-microsoft-teams-integration) for telehealth links. * **Calendar feed**: Use [**Calendar feed sync**](/integrations/calendar-feed/sync-your-caspen-calendar-with-google-calendar-microsoft-outlook-and-apple-calendar) to view your Caspen calendar in **Apple Calendar** or other apps. #### **Need a hand?** Explore the rest of the docs to learn more about Caspen. If you can’t find what you need, or you just want a helping hand, contact our support team. # Dashboard Your home base for team updates, tasks, progress notes, and key financial insights. The Caspen dashboard offers an easy way to communicate with your team, take notes, manage tasks, view outstanding progress notes, and gain a quick financial overview. It brings together the information you need to start your day without searching through multiple areas of the system.
**Dashboard sections** * [Team noticeboard](/using-caspen/dashboard/team-noticeboard) – Share announcements and updates with your team in one central place. * [Tasks overview](/using-caspen/dashboard/tasks-overview) – See today’s priorities and overdue tasks at a glance, and mark items as complete. * [Manage incomplete progress notes](/using-caspen/dashboard/manage-incomplete-progress-notes) – Review and complete outstanding client notes that need attention. * [Income overview](/using-caspen/dashboard/income-overview) – Track recent revenue, including invoices and payments, with simple visual insights. # Team noticeboard Keep your team connected and up-to-date with announcements, updates, and shared notes all in one place. ## Overview The Team Noticeboard is your shared communication space for important updates, reminders, and general messages. It replaces scattered emails and sticky notes with a central feed where every team member can see what’s new and react in real time. You can: * **Post announcements** visible to all users. * **React with emojis** for quick feedback. * **Flag or edit posts**. * **Archive messages** you no longer need. ## How to post on the Noticeboard 1. Go to **Dashboard** → **Noticeboard** section. 2. Type your announcement in the text box at the bottom. Use the toolbar to format your text (bold, italic, etc.).
3. Click **Submit** to post your announcement.\ It will appear immediately on the noticeboard for all users.
## How to manage posts You can edit, flag, react to, and archive posts to keep your Noticeboard organized and useful. ### Post actions * **Edit:** Update the message content. * **Flag:** Mark an important post for quick reference. * **React:** Respond with emojis for quick feedback. * **Archive:** Remove posts you no longer need. Archived posts disappear from the main feed. ### Edit, flag or archive a post To manage a post: 1. Click the **three dots** on the post. 2. Select **Flag**, **Edit** or **Archive**.

More options menu showing Flag, Edit and Archive.

### React with emojis Use emoji reactions to quickly acknowledge updates, celebrate wins, or respond without interrupting your workflow. Emoji reactions are perfect for remote and busy teams. A quick thumbs-up can let someone know you have seen their update.

Emoji reactions available on a Noticeboard post.

# Tasks overview See today’s tasks, overdue items, and quick actions from your Dashboard. ### Overview The Tasks panel on your Dashboard gives you a quick snapshot of what needs your attention today. Tasks shown here are **private to you** and are not visible to other users. From the Dashboard, you can: * View **Today’s tasks** and overdue tasks**.** * Mark tasks as completed. * Open the full **Tasks** page to manage all tasks. This helps you keep track of important work without anything slipping through the cracks. The **Today’s tasks** panel is located on the top-right side of your Dashboard.
### Dashboard snapshot The **Today’s tasks** panel on the top-right side of your Dashboard shows: #### 🔴 Overdue tasks * Displayed at the top of your list. * Shown in **red** with the number of days overdue. {% columns %} {% column %}
{% endcolumn %} {% column %}
{% endcolumn %} {% endcolumns %} #### 📅 Today’s tasks * Tasks due today appear in your overview**.** * Click **View all** to open the full Tasks page.
### Mark a task as complete To mark a task as completed from the Dashboard: 1. Open your Dashboard. 2. In the **Today’s tasks** panel, click the circle next to a task.
The task is removed from your Dashboard and moved into your **Completed** tab, which you can access from the **Tasks** page. ### Open the full Tasks page To manage all of your tasks, including future and unscheduled tasks: 1. In the **Today’s tasks** panel, click **Create** or **View all**.
The full **Tasks** page will open.
From the **Tasks** page, you can add new tasks, schedule work, prioritize, and view upcoming or completed tasks. To learn more, see [Tasks](/using-caspen/tasks). ### Quick tip 💡 Use Dashboard tasks for fast daily planning, and the full Tasks page when you need to organize or reschedule tasks in more detail. **Related articles** * [Tasks](/using-caspen/tasks) - Learn how to create, schedule, prioritize, and complete tasks to stay organized. # Manage incomplete progress notes Easily find and complete unfinished client notes from your Dashboard. ## Overview The **Incomplete progress notes** panel on your Dashboard helps you stay on top of any client notes that have **not** been finalized. It shows all draft progress notes that were started but not yet completed, ensuring no documentation is missed. {% hint style="info" %} **Only progress notes saved as Draft appear here.** If a note has not been started for an appointment, it will not show in this list. {% endhint %}
## How it works * Notes remain in this list until they are finalized. * Once a note is finalized, it automatically disappears from the incomplete progress note list. * Each entry shows the **client name**, **progress** **note template name**, **status (Draft)**, **author**, and **last updated date**.
## Completing a progress note 1. Go to your Dashboard. 2. Under **Incomplete progress notes**, click any Draft note you authored.
3. The note opens in the **Progress notes editor**. 4. Review, complete, and Finalize the note.
Once finalized, it will be removed from your **Incomplete progress notes** panel.
# Income overview See a snapshot of your practice’s recent financial activity including invoices issued and payments received, displayed by month. ## Overview Located on the Dashboard, the income chart helps you track trends and compare invoicing versus received payments at a glance. This makes it easier to understand how your practice is performing, identify quieter or busier periods, and stay informed about cash flow. *** ## Income chart The chart displays monthly totals for: * **Invoices** (amount billed) * **Payments** (amount received) Green bars represent invoices, and blue bars represent payments. > The chart updates automatically as you issue invoices and record payments. #### Dashboard example

Income chart on the Dashboard showing monthly invoices and payments.

Income chart on the Dashboard showing monthly invoices and payments.

### Permissions The data shown is based on your user permissions: * **Practitioners** can view **only their own** invoices and payments. * **All other roles** (e.g., Admin, Manager, Owner) can view the **practice-wide** overview. This ensures financial visibility is appropriate to each role. # Calendar Learn how to manage your schedule in the calendar from start to finish. ## Getting started * Use the header to set your location, practitioner, and date. * Switch between Day, 3-Day, Work week (Mon-Fri) and Week views. * Use Waitlist to fill openings. * Click Today in the top right toolbar to jump to the current date. > **Tip:** Drag and drop to move a calendar event (e.g. appointment). Click any event scheduled in the calendar to open its details. {% hint style="warning" %} **Before you begin: Appointments vs Activities** **Appointments (services)** Client facing bookings (in person or telehealth). They appear on the calendar, can send client notifications, and show in online bookings (if enabled). **Activities** Non-face-to-face work (for example, report writing or billable communication). They do not send client notifications and are not shown in online bookings. {% endhint %}
## Quick links * [Appointments](/using-caspen/calendar/appointments) — Book, edit, reschedule, mark missed, cancel, and update status. * [Activities](/using-caspen/calendar/activities) — Add, edit, reschedule, or archive non-face-to-face work. * [Busy times](/using-caspen/calendar/busy-times) — Block out time that is not bookable. * [Manage your calendar display settings](/using-caspen/calendar/manage-your-calendar-display-settings) — Adjust display settings. * [Waitlist](/using-caspen/calendar/waitlist) — Manage clients waiting for openings. ## What you can do at a glance * Create or edit appointments from the calendar or a client profile. * Add activities for non-face-to-face work with the client (no client notifications and not shown in online bookings). * Reserve rooms, vehicles, and resources where needed. * Link [packages](/using-caspen/catalog/packages/assign-a-package-to-a-client), add progress notes, and create invoices. Need client bookings? See [Appointments](/using-caspen/calendar/appointments). Need internal work entries? See [Activities](/using-caspen/calendar/activities). # Appointments Learn how to create and manage appointments in your calendar. {% hint style="warning" %} **Before you begin: Appointments vs Activities** **Appointments (services)** Client facing bookings (in-person or telehealth). They appear on the calendar, can send client notifications, and show in online bookings (if enabled). **Activities** For non-face-to-face work like report writing or billable communications. They do not send client notifications and are not shown in online bookings. {% endhint %}
* [Create an appointment](/using-caspen/calendar/appointments/create-an-appointment) - Book a new client appointment from the calendar. * [Create a repeat appointment](/using-caspen/calendar/appointments/create-a-repeat-appointment) - Book a recurring appointment series from the calendar. * [Edit an appointment ](/using-caspen/calendar/appointments/edit-an-appointment)- Change details like the date or time, service, client, or resources. * [Reschedule an appointment](/using-caspen/calendar/appointments/reschedule-an-appointment) - Move the booking to a new date or time. * [Mark an appointment as missed](/using-caspen/calendar/appointments/mark-an-appointment-as-missed) - Record a no show without canceling. * [Cancel an appointment ](/using-caspen/calendar/appointments/cancel-an-appointment)- Cancel an upcoming booking. * [Update an appointment status](/using-caspen/calendar/appointments/update-an-appointment-status) - Quickly set confirmed, arrived, missed, or canceled. # Create an appointment Learn how to create an appointment in your calendar. ## Overview Create a new appointment from the calendar, add client and service details, choose date and time, and optionally add room, vehicle, resources, notes, or a repeat series. *** ## Create an appointment 1. Open **Calendar** and set the **location** (clinic/practice) and **practitioner**.
2. Click a time slot, then choose **Appointment.**
3. **Enter the appointment details** *(*see the **Field reference** below*).* * **Client:** Search and select an existing client, or click **Create client**. * **Service:** Select a service, or click **Create service**. * **Date and time:** When you click a time slot, the start time is prefilled. After you select a service, the end time is automatically calculated from the service duration. * **Duration and buffers:** After you select a service, any default buffers (if the service has them) are applied and the buffer start and end times are shown under the time fields. To change the buffers, toggle **Edit buffers** on, then set **Buffer before** and **Buffer after**. You can also add buffers for this appointment even if the service has none. * **More options (optional):** Room, Vehicle, Resources, Internal note, or make appointment a Repeat. **Note:** Buffers updated here apply to this appointment only. They do not update the service defaults.
4. Click **Create appointment**.
{% hint style="info" %} The client receives a confirmation based on your notification settings. {% endhint %} **Want to create a repeating appointment?** See [**Create a repeat appointment**](/using-caspen/calendar/appointments/create-a-repeat-appointment). *** ### Fields reference | Field | Description | | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Location |

Where the appointment will occur.

Prefilled from the selected calendar location.

| | Practitioner |

Who will deliver the service.

Prefilled from the practitioner you've selected in the calendar.

| | Service | The service to be provided (sets default duration and buffers if configured). | | Client | The client attending. | | Date | Date of the appointment. | | Time |

Start time is prefilled from the slot you click.

End time auto-calculates from the selected service duration (plus buffer time, if applicable).

You can override either time before saving.

| | Duration | Length of the appointment (in hours and minutes). | | Buffers |

Edit buffers: Toggle to adjust buffers for this appointment.

Buffer before: Time blocked before the appointment

Buffer after: Time blocked after the appointment

| | Room | Reserve a room if required. | | Vehicle | Reserve a vehicle if required. | | Resources | Reserve equipment or items. | | Note | Internal notes for staff. Applies to this appointment only. | | Repeat |

Create a repeating series:

| *** ## Add rooms, vehicles, and resources When creating or editing an appointment click **More options** and select Room, Vehicle, or Resources to reserve what you need. **Defaults:** To set defaults, go to **Settings** → **Rooms, vehicles and resources**. *** ## After you create the appointment

Example: Appointment information panel.

#### **From the appointment info panel you can:** * Invoice the appointment (click Add invoice). * [Add a progress note](/using-caspen/progress-notes/add-a-progress-note) * [Update an appointment status](/using-caspen/calendar/appointments/update-an-appointment-status) * [Edit an appointment](/using-caspen/calendar/appointments/edit-an-appointment) * [Reschedule an appointment](/using-caspen/calendar/appointments/reschedule-an-appointment) * [Cancel an appointment](/using-caspen/calendar/appointments/cancel-an-appointment) * **Add internal comments:** Staff only notes for this appointment. Autosaves as you type. Not shown on the client record or other appointments. * **Client confirmation:** Toggle **Client confirmation** on to mark the booking as confirmed. Clients can also confirm using the link in your notification email or SMS. See [Client confirmations](/using-caspen/calendar/appointments/client-confirmations). * **Preview (contains quick actions)** * **Address:** Opens directions in Google Maps in a new tab. * **Email:** Opens your email app with the client’s address. * **Phone:** Opens the dialler (with the number pre-filled). On desktop, it uses your default calling app. On mobile it opens the phone dialler. *** ## Frequently asked questions
What if I need extra time before and/or after an appointment set by default? If you need extra time before or after your appointment you can set what we call buffer times. This time will be blocked off automatically in your calendar and online bookings. You can set default buffer times per service in your catalog. See [Add buffer times to services](/using-caspen/catalog/services/add-buffer-times-to-services).
# Create a repeat appointment Learn how to create recurring appointments from the calendar. ## How to create a repeat appointment If you often book the same service at the same time, use Repeat to create a short series, then adjust individual occurrences as needed. 1. Open **Calendar** and set the **location** (clinic/practice) and then a **practitioner**. 2. Click a time slot, then choose **Appointment**. 3. Enter the appointment details. 4. Open **More options,** toggle **Repeat On.**
5. Enter the repeat details. * **Repeat on days:** Select the weekdays you want. * **Repeat every:** Choose **Week**, **2 weeks**, **3 weeks**, or **4 weeks**.\ This sets how often the appointments repeat, **not** the appointment duration. For example, **2 weeks** creates appointments on the selected days every second week. * **End after:** Enter the number of occurrences (how many appointments to create).
6. Review details, then click **Create appointment**. **Notes** * The helper note under **End after** shows how many appointments will be added. * Each appointment in the series appears in your calendar. Edit or cancel any one as needed. * If a clash occurs when booking a repeating appointment, Caspen will show the conflicts and let you skip them, or you can exit, reschedule the clashes, and then create the series.
Example: Create four appointments across two weeks on Wednesday and Thursday **Repeat on days:** Wed and Thu **Repeat every:** Week **End after:** 4\ This creates weekly appointments on Wed and Thu in Week 1, and Wed and Thu in Week 2 (4 appointments total).
If you select **Repeat every: 2 weeks**, appointments run every second week on the selected days. This creates appointments on Wed and Thu in Week 1, skips Week 2, then Wed and Thu in Week 3 (4 appointments total).
# Edit an appointment Learn how to edit an existing appointment in your calendar. ## Edit an appointment 1. Go to the **Calendar**, then click on the **appointment**. 2. In the appointment information panel, click **Edit details**.
3. Make your changes, then click **Update appointment**.
**What happens next:** * Your calendar updates immediately. * Client messages follow your **notification settings**. If notifications are enabled, changing the **date or time** sends a reschedule message with the updated details. {% hint style="info" %} **Tip:** Want a quick way to lengthen the duration of an appointment? On the calendar, drag the bottom edge of the appointment down to extend the end time. {% endhint %} \ \
# Reschedule an appointment Learn how to move an existing appointment to a new time or day. ## Ways to reschedule * Drag and drop on the calendar (fastest), or * Edit the appointment and change the date and/or time (opens the edit window) *** ### Drag and drop Drag an appointment to a new time or day in the same week, then release to place it and confirm any prompts. 1. Go to the **Calendar**. 2. Click and drag the appointment to the new **time and/or** **day** in the week. 3. **Release** to place it and confirm the change by clicking **Reschedule appointment**. *** ### Edit the appointment 1. Click on the exisiting appointment to open the information panel, then select **Edit details**.
2. Update **Date** and/or **Time**. 3. Click **Update appointment**.
**What happens next** * The calendar updates immediately. * If notifications for rescheduling are enabled, changing the date or time sends a reschedule message with the updated details. **Notes and tips** * **Availability & buffers:** Rescheduling respects existing bookings, room/resource reservations, and buffer times. If there isn’t space at the new time, pick another time that has availability. * **Rooms/resources:** If a room or resource was reserved, make sure it’s available at the new time (adjust if needed). * **Online bookings:** Availability in online bookings updates immediately after a reschedule. # Mark an appointment as missed Learn how to mark a missed appointment when a client is a no-show. {% hint style="info" %} **Hint:** Appointments can only be marked missed (no-shows) after the scheduled start time has passed. If a client tells you in advance that they will not attend, you can cancel the appointment instead. {% endhint %} ## How to mark an appointment as missed When a client does not arrive after the scheduled time you can mark the appointment as missed (no-show). 1. Click the appointment in your **Calendar** to open the information panel.
2. Under **Attendance**, click **Missed**.
**What you’ll see** * The **Missed** status appears in the appointment information panel. * The appointment colour appears **red** in your calendar with an **exclamation mark**. {% columns %} {% column %}

Appointment information panel showing “Missed” status.

{% endcolumn %} {% column %}

Missed appointment on the calendar (red with an exclamation-mark badge)

{% endcolumn %} {% endcolumns %} {% hint style="info" %} You can also find this booking by opening **Schedule** and filtering the **Status** dropdown to **Missed**. See [Schedule](/using-caspen/schedule) for how to access and use the list view. {% endhint %} **Notes** * Even when an appointment is marked missed, you can still link a progress note and invoice in line with your policy. * Client notifications are not sent for no-shows. * To change the status later, open the appointment, click the current **Missed** status under **Attendance**, and choose **Arrived** or **Canceled**. ## Frequently asked questions
Can I undo a missed status? Yes. Click **Missed** under Attendance to reopen the status options, then select Arrived, Missed, or Canceled.
How can I track missed appointments? Open the **Schedule** from the left main menu.\ Use the **Status** filter and select **Missed** to view a list of all missed appointments.\ You can also filter by **Canceled** if you want to review cancellations. See [Schedule](/using-caspen/schedule) for how to access and use the list view.
# Cancel an appointment Learn how to cancel an appointment in your calendar. {% hint style="info" %} **Hint:** Past appointments can’t be marked Canceled. Mark them Missed instead. {% endhint %} ## How to cancel an appointment 1. Click the appointment in the **Calendar** to open the info panel.
2. Under **Attendance**, click **Canceled** to open the Cancel appointment window.
3. Complete the fields: 1. **Cancellation reason** 2. **Cancellation time** 3. **Cancellation note** *(optional)* 4. **Repeating group** *(shown for repeating appointments only)* — Turn **On** to also cancel future appointments in the series. Leave **Off** to cancel only this appointment.
4. Click **Cancel appointment** to confirm.
**What you’ll see** * The appointment is removed from the calendar, freeing the time for new bookings. * Any rooms or resources linked to the appointment become available again. **Notifications** * Client messages follow your **notification settings**. * If cancelation notifications are enabled, canceling an appointment sends a **canceled** message to the client. ## Find Canceled appointments You can view canceled appointments in **Schedule** (left-hand menu).\ Filter **Status** → **Canceled** to see all cancelled bookings.
> **Tip:** Click **View** on any row to open the appointment information panel.\ > For details on adding invoices see [Schedule](/using-caspen/schedule). ## Frequently asked questions
Can I customize the cancellation reasons? Yes. Go to **Settings** → **Cancellation reasons** to **add**, **edit**, **archive**, or **unarchive** reasons.
# Update an appointment status Set an appointment to arrived, missed, or canceled from the calendar. ## Where to change a status 1. Open **Calendar** and click the appointment. 2. In the info panel, go to **Attendance** and choose **Arrived**, **Missed**, or **Canceled**.
*** ## Mark appointments as arrived * Open the appointment → Attendance → Click **Arrived**. * Use this when the client has checked in. **What happens** * The appointment is recorded as **Arrived**. * A check mark appears on the appointment in the calendar. {% columns %} {% column %}
{% endcolumn %} {% column %}
{% endcolumn %} {% endcolumns %} *** ## Mark appointments as missed * Open the appointment → Attendance → Click **Missed**. **What happens** * The appointment remains on the calendar but is marked **Missed** (no-show). * No client message is sent by default. * You can still add notes or invoice if your policy allows. * The appointment colour shows **red** on the calendar with an **exclamation-mark** badge. {% columns %} {% column %}
{% endcolumn %} {% column %}
{% endcolumn %} {% endcolumns %} *** ## Mark appointments as canceled * Open the appointment → **Attendance** → Click **Canceled.** * Enter (**cancellation reason**, **date and time**, **notes**, and (for repeating appointments) choose whether to **cancel future appointments**. * See [Cancel an appointment](/using-caspen/calendar/appointments/cancel-an-appointment) for full steps. **What happens** * The appointment is removed from the calendar, freeing the time for new bookings. * Any rooms or resources linked to the appointment become available again.
*** ## Change an incorrect status Open the appointment, click the current status under **Attendance**, and the status options will reappear. Then select **Arrived**, **Missed**, or **Canceled**. *** **Need to find a canceled appointment?** Canceled appointments don’t appear on the calendar.\ Go to **Schedule** and filter by **Canceled** under Status. For more details, see [Schedule](/using-caspen/schedule). *** ## Frequently asked questions
What’s the difference between missed and canceled appointments? **Canceled** means the booking was called off before it started. **Missed** means the client did not attend. A canceled appointment (in the future) frees the slot, while a missed one stays recorded as not attended.
# Client confirmations Learn how to view and manage client confirmations. Client confirmations show whether a booking has been acknowledged by the client. Each appointment has a **Client confirmation** state: **Unconfirmed** or **Confirmed**. This is separate from **Attendance** (Arrived / Missed / Canceled). *** ## How clients confirm * After booking, clients receive a confirmation message (email and/or SMS) with a link to confirm their appointment. * The client taps the link to confirm. The appointment updates to **Confirmed** automatically. **Where you’ll see it** * **Appointment panel:** Confirmation toggle. If confirmed (by client or staff), you will see **Confirmed at: \[date, time]**.

Appointment panel showing a confirmed appointment.

> **Note:** The **“Awaiting”** status you see in the image above relates to the appointment **Attendance** status, not Client confirmation. * **Calendar:** Confirmed appointments show a **single tick** icon.

Confirmed booking shown with a single tick on the appointment.

*** ## Confirm (or unconfirm) manually When to use: phone confirmations or front-desk confirmations. You can set the confirmation state yourself from the appointment panel: 1. Open the appointment from **Calendar**. 2. In the appointment panel, turn **Client confirmation** **on** to mark **Confirmed**, or **off** to return it to **Unconfirmed**. {% columns %} {% column %}

Client appointment not confirmed.

{% endcolumn %} {% column %}

Confirmed appointment: “Confirmed at 15 Oct 2025, 2:39 pm”

{% endcolumn %} {% endcolumns %} {% hint style="info" %} **Tip:** See the [Schedule](/using-caspen/schedule) and use the **Unconfirmed** filter to focus on bookings still awaiting confirmation.
{% endhint %} # Activities Learn how to create and manage activities in your calendar. {% hint style="warning" %} **Before you begin: services vs activities** * **Appointments (services):** Client facing bookings (in-person or telehealth). They appear on the calendar, can send client notifications, and may show in online bookings. * **Activities:** For non-face-to-face work like report writing or billable communications. They do not send client notifications and are not shown in online bookings. {% endhint %}
* [Create an activity](/using-caspen/calendar/activities/create-an-activity) - Add an activity in your calendar. * [Edit an activity](/using-caspen/calendar/activities/edit-an-activity) - Update the activity’s details like date or time, duration, or activity type. * [Reschedule an activity](/using-caspen/calendar/activities/reschedule-an-activity) - Move the activity to a new date or time. * [Archive an activity](/using-caspen/calendar/activities/archive-an-activity) - Remove an existing activity from the calendar. # Create an activity Learn how to create an activity in your calendar. ## Overview Activities are non-face-to-face and do not send client notifications or appear in online bookings. *** ## How to create an activity 1. Open the **Calendar** and set the **location** (clinic/practice) and **practitioner**.
2. Click a time slot, then choose **Activity**.
3. Enter the activity details (see the **Field reference** table below)*:* 1. **Client:** Select an existing client or click **Create client**. 2. **Activity:** Select an activity or click **Create activity**. 3. **Date and time:** Confirm the start and end. 4. **More options** **(optional)**: Room, Vehicle, Resources, Note, or Repeat. > **Note:** When you click a time slot, the start time is prefilled. After you select an activity, the end time is automatically calculated from the activity duration.
4. Click **Create activity**.
### Fields reference | Field | Description | | ------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Location |

Where the activity will occur.
Prefilled from the selected calendar location.

| | Practitioner |

Who is responsible.
Prefilled from the practitioner you have selected in the calendar.

| | Client | The person this activity is for. | | Activity | The activity type. | | Date | Day of the activity. | | Time |

Start is prefilled from the slot you click.

Set End time as needed (you can change either before saving).

| | Repeat |

Create a repeating series:

| | Vehicle | Reserve a vehicle if required. | | Resources | Reserve equipment or items. | | Note | Internal notes for staff. | *** ## Create repeat activity 1. Open **Calendar** and set the **location** (clinic/practice) and **practitioner**. 2. Click a time slot, then choose **Activity**. 3. Enter the **Client**, **Activity**, and **Date and time**. 4. Open **More options** and turn **Repeat On**.
5. Enter the repeat details: 1. **Repeat on days:** pick the weekdays you want. 2. **Repeat every:** choose **Week**, **2 Weeks**, **3 Weeks**, or **4 Weeks**. This sets the interval between repeats (not the duration); for example, **2 Weeks** repeats on the selected days every second week. 3. **End after:** enter the number of occurrences. A helper note shows the total that will be created.
6. Review details, then click **Create activity**. **Notes** * The helper note under **End after** shows how many activities will be added. * Each activity in the series appears in your calendar. Edit or cancel any one as needed. *** **Add room, vehicle, resources, or notes** * Open **More options** and select **Room**, **Vehicle**, or **Resources** to reserve what you need. * Use **Note** for context such as preparation steps or access instructions. *** ## After you create an activity

Example: Activity information panel.

From the activity information panel you can: * Invoice the activity * Add a progress note * [Edit an activity](/using-caspen/calendar/activities/edit-an-activity) * [Reschedule an activity](/using-caspen/calendar/activities/reschedule-an-activity) * [Archive an activity](/using-caspen/calendar/activities/archive-an-activity) * **Add internal comments:** Staff-only notes for this activity. Autosaves as you type and does not appear on the client record or other appointments.
# Edit an activity Learn how to edit an existing activity in your calendar. ## How to edit an activity 1. Go to **the Calendar** and click the activity. 2. In the activity info panel, select **Edit details**.
3. Make your changes, then click **Save**.
**Result** * The activity updates immediately in your calendar. {% hint style="info" %} **Tip:** Want a quick way to lengthen an activity? On the calendar, drag the bottom edge of the activity down to extend the end time. {% endhint %}
# Reschedule an activity Learn how to move an existing activity to a new time or day. ## Ways to reschedule * Drag and drop on the calendar (fastest), or * **Edit the activity** and change **date and time** (opens the edit window). *** ### Drag and drop 1. Go to the **Calendar**. 2. Click and drag the appointment to the new **time or day** in the same week**.** 3. Release to place it, then confirm the change by clicking **Reschedule activity**. *** ### Edit the activity 1. Open the **Calendar**. 2. Click on the activity to open the info panel, then click **Edit details**.
3. Update **date and/or time.** 4. Click **Save**.
**Result** * The calendar updates immediately . # Archive an activity Learn how to archive an existing activity in your calendar. ## How to archive an activity 1. Go to the **Calendar** and click the activity. 2. In the activity info panel, select **Archive**.
3. Review the confirmation, then click **Archive** again.
**Result** * The activity is removed from the calendar immediately.
# Busy times Add a busy time to block out time and prevent bookings during lunch, personal time, meetings, or admin work.
* [Add a busy time](/using-caspen/calendar/busy-times/add-a-busy-time) – Learn how to add a busy time in your calendar to block out time. * [Edit a busy time](/using-caspen/calendar/busy-times/edit-a-busy-time) – Update a busy time event details like type, date or time, duration, or add resources. * [Archive a busy time](/using-caspen/calendar/busy-times/archive-a-busy-time) – No longer need a busy time block? Archive it to remove it from your calendar. # Add a busy time Learn how to add a busy time in your calendar to block out time for lunch, meetings, and other unavailable time. ## Overview Block out time in your calendar for non-appointment work (for example, lunch, meetings, self-education). **Busy time** prevents new bookings during that period and helps your team see when you are unavailable. ## Add a busy time in your calendar 1. Open **Calendar** and set the **location** (clinic/practice) and **practitioner**. 2. Click a time slot and select **Busy time**.
3. Enter the busy time details: 1. **Busy time type:** Choose a default type (for example, **Training**, **Meeting**, **Lunch**, or **Custom**). 2. **Date and time:** Set the date, start time, and duration. 3. **More options (optional):** Add a **Note**, turn on **Repeat**, or add a **Resource**.
4. Click **Create**. **Result** * New bookings cannot be made during that time either in the calendar or through online bookings.

Busy time example.

*** ### Choose a busy time type * **Training / Meeting / Lunch:** Preset name, emoji, and default duration. You can change the duration when adding it, or edit the presets in **Settings** → **Busy time types**. * **Custom:** One off entry. Set a name for this entry only (optional). > Select **Create busy time type** in **Busy time type**, set the details, and it will be available in the dropdown and in **Settings** → **Busy time types**. See [Manage busy time types](/using-caspen/settings/appointments/manage-busy-time-types).
### Fields reference | Field | Description | | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Location |

Where the busy time applies.
Prefilled from the selected calendar location.

| | Practitioner |

Who the busy time block belongs to.
Prefilled from the practitioner you’ve selected in the calendar.

| | Type |

Pick a preset (Training, Meeting, Lunch, etc.) or Custom.

Presets include a default duration and paid or unpaid flag that you can change.

| | Date | The day for the block. | | Time | Start and end. You can override the default duration here. | | Repeat |

Create a repeating series.

| | Room | Reserve a room. | | Vehicle | Reserve a vehicle. | | Resources | Reserve any items you need. | | Note | Add context such as the meeting topic or location details. | ***
Example: : Set a repeating lunch break for Monday–Friday. 1. Got to the **Calendar.** Set the **location** (clinic/practice) and **practitioner**. 2. Click a desired time slot in the calendar and select **Busy time**. 3. Enter the busy time details. * Type: Lunch * Time: 12:00 pm–1:00 pm * More options → Repeat: On * Repeat on days: Mon, Tue, Wed, Thu, Fri * Repeat every: Week * End after: entered 10 occurrences to create two weeks of weekday lunch blocks (one per day).
2. Click **Create.** You’ll see the repeated busy times on the selected days.

# Edit a busy time Update the time, details, or busy time type for an existing busy time event in your calendar. ## How to edit a busy time 1. Click the busy time block in the calendar to open the information panel.
2. Click **Edit details**.
3. **Update any fields**: Location, Practitioner, Type, Date, Time, Room, Vehicle, Resources, Note. 4. Click **Save**.
{% hint style="success" %} **Note:** Editing a busy time immediately updates availability for that period. {% endhint %} # Archive a busy time No longer need a busy time block? Archive it to remove it from your calendar. {% hint style="info" %} Note: You can only archive future busy times. Past busy times cannot be archived. {% endhint %} ## How to archive a busy time 1. Click the busy time block to open the side panel.
2. Click **Archive**.
3. Review the confirmation, then click **Archive** again.
**Result** * The busy time is removed from the calendar and the time becomes available for booking. # Waitlist Learn how to manage your waitlist from your calendar. ## Waitlist overview Your **Waitlist** helps you make the most of your availability. Add entries with location, practitioner, service, preferred days and times, notes, and tags. From the calendar, you can add and manage entries. When a slot fits, matching entries are shown so you can book the right client quickly. *** ## How to open the waitlist 1. Go to the **Calendar**. 2. Click the **clock** icon in the top bar.
The number next to the clock icon shows how many entries are waiting (example, 3).
\ The Waitlist panel opens with two tabs at the top: **Waiting** and **Closed**.
Each entry shows an aging indicator (for example, *Waiting: 2 days*) to help you prioritize clients who have waited longer.
*** ## How to add a waitlist entry 1. In the **Waitlist** panel, select **Add entry** (bottom right).
2. Complete the fields (see **Fields reference** below), then click **Create**.
**Result** * The new entry appears in the **Waiting** tab.
*** ### Fields reference | Field | Description | | ------------ | ------------------------------------------------------------------------------------------------------------------------- | | Client | Who is waiting. Choose an existing client. | | Location | Limit to a location, or leave Any location. | | Practitioner | Limit to a practitioner, or leave **Any** practitioner. | | Service | Select a service, or leave as Any service. | | Days | Choose the days the client is available. | | Times |

Choose times the client is available.

Morning, Afternoon, or Evening (you can select more than one).

| | Notes | Add context such as duration or flexibility. | | Tags | Optional labels like Urgent, Medium Priority, Low Priority. | *** ## How matching works 🔎 The more you specify (location, practitioner, service, days, times), the **narrower** the match. Leaving a field as **Any** keeps the entry open to more options. *** ## Book from a waitlist match 1. Click a time slot in the **Calendar** to create an **appointment**. 2. If there are matches, a yellow banner appears at the top of the Create appointment form (for example, 1 waitlist match). Click **View**.
3. Review the matching entry and/or entries and click on the entry you want to link.
4. You will see the linked waitlist entry at the top. Fill in the appointment details, then click **Create appointment**.
**What happens next** * The appointment is **linked** to the waitlist entry. * The entry moves from **Waiting** to **Closed** automatically. *** ## Manage existing waitlist entries ### Edit a waitlist entry 1. In the **Waiting** tab, open **Actions** on an entry.
2. Click **Edit**, update the fields, and **save**. ### Close a waitlist entry * If you have scheduled an appointment outside the match flow, open **Actions** and choose **Close**. * The entry moves to the Closed tab.
### Delete a waitlist entry * Open **Actions** and select **Delete** to remove the entry permanently. * A deleted waitlist record cannot be undone or reactivated. * **Note:** You can only delete entries in the **Waiting** tab. Entries in **Closed** cannot be deleted.
### Reopen a waitlist entry * In the **Closed** tab, open **Actions** and choose **Re-open**. The entry returns to **Waiting**. * **Note:** Only entries in the **Closed** tab can be reopened.
*** ## Frequently asked questions
Can I have more than one entry for the same client? Yes. Create separate entries for different practitioners, services, or availability.

# Manage your calendar display settings Adjust calendar hours, switch views, and blur client details. ## Overview Control what you see on the calendar, set your working hours, choose a view, and turn on privacy when needed. *** ## Open calendar display settings 1. Go to **Calendar.** 2. Click **Settings** (gear icon) in the top bar.
**Visible hours (for you only)** * Calendar start of day: Choose the earliest time shown. * Calendar end of day: Choose the latest time shown. > **Note:** Changing visible hours affects **only what you see**. It does not block bookings or limit online bookings.
Want to prevent bookings during certain times? Add **Busy time** in the calendar or adjust your **availability.** *** ### Enable privacy mode on your calendar Privacy mode hides client-identifying details on the calendar while keeping your schedule usable (handy at reception or in public spaces). * Toggle **Blur client details** **On** to hide names. * Toggle **Off** to show full details again.
*** ## Change the calendar view Use the **View** menu on the top bar to switch between: * **Day:** A single day * **3 days** : Three days side-by-side * **Work week:** Monday to Friday * **Week:** The full week

# Schedule See all your appointments and activities in a clean, organized list. ## **Overview** The **Schedule** is an alternative to the calendar view.\ Instead of seeing appointments in a grid, the Schedule displays everything in a simple, scrollable list so you can quickly scan: * Appointment status (Pending, arrived, missed, canceled) * Invoice state (No invoice, draft, open, paid, void) * Confirmation status (Confirmed / unconfirmed) * Practitioner and location * Services and activities You can **filter, search, sort, and open any row** to view or edit its details. Access the Schedule from the left main menu. *** ## **Appointments schedule** This is the main list view for all appointments.
#### **Tabs** * **All** – Shows every appointment (past, present, and future). * **Upcoming** – Shows future appointments that haven’t occurred yet. * **Past** – Shows appointments that have already occurred. #### **Filters** Filter by status, practitioner, service, location, confirmation, or invoice status.\ Use the search bar to find clients, services, or practitioners. *** ### **Open an appointment** Click **View** on any appointment row to open the **appointment information panel** on the right. From this panel, you can: * Update attendance (Arrived, Missed, Canceled) * Confirm the appointment * View or edit appointment details * Add or review the invoice * Add or review progress notes * Manage recurring appointments * Add internal comments *** ### **Common actions** #### **Confirm an appointment** 1. Click **View** on the appointment row.
2. In the information panel, toggle **Confirmed** on.
This is commonly used to mark that a client has confirmed directly with your practice by phone, SMS, or email. #### **Add an invoice to an appointment** 1. Click **View** on the appointment row. 2. Click **Add invoice**.
Caspen will create a **draft invoice** prefilled with the appointment’s service and link it to the appointment. *** ## **Activity schedule** Activities are not appointments, they represent other work such as admin time, writing notes, travel, or any custom activity created by your clinic. Switch to the **Activity schedule** tab to view all activities in a list. #### **Tabs** All, Upcoming, Past. #### **Filters** Filter by activity type, practitioner, or location. #### **Open an activity** Click **View** next to an activity to open the information panel, where you can review or edit all activity details. *** ## **Tips** * Use **Upcoming** to prepare for your day and confirm clients ahead of time. * The Schedule view is ideal for **quick bulk checks** (e.g., unpaid invoices, unconfirmed appointments, missed sessions). * Use filters to instantly narrow down large appointment lists without navigating day-by-day in the calendar. * For admin-heavy days, switch to the **Activity schedule** to track non-client tasks. # Clients Create client profiles, manage details, store files, add alerts and more. Streamline client care with Caspen, all from one place. Instantly see appointment history, forms, letters, notes, documents, and profile details. Stay prepared by adding notes, uploading files, collecting forms before the visit, and more.
* [Add a client](/using-caspen/clients/add-a-client) – Create a new client profile. * [View a client ](/using-caspen/clients/view-a-client)– See client overview, history, appointments and more. * [Edit a client](/using-caspen/clients/edit-a-client) – Update client details and information. * [Archive a client](/using-caspen/clients/archive-a-client) – Remove a client from the active list. * [Add notes to a client profile](/using-caspen/clients/add-notes-to-a-client-profile) – Record internal notes on a client profile. * [Merge client profiles](/using-caspen/clients/merge-client-profiles) – Combine duplicate profiles safely. * [Add a client alert](/using-caspen/clients/add-a-client-alert) – Alert staff to essential client details in high-visibility areas. * [Record allergies, intolerances & medications](/using-caspen/clients/record-allergies-intolerances-and-medications) – Add clinical details. * [Client files](/using-caspen/clients/client-files) – Upload, view, and manage files. * [Client field reference](/using-caspen/clients/client-fields-reference) – What each client field means. {% hint style="info" %} *Who is a client?* A client is an individual or entity seeking healthcare services or medical assistance from a practice or facility. {% endhint %} # Add a client This guide shows how to add clients by creating profiles that store their information in one place. This guide covers the different ways to add a client: * [Add a client from the Clients tab](#add-a-client-from-the-clients-tab) * [Add a client while scheduling an appointment](#add-a-client-while-scheduling-an-appointment) ## Before You Begin Below are a few quick points to keep in mind when adding a client. * **Required fields:** First name and last name. * **Recommended:** Add date of birth, email, and primary phone number. {% hint style="info" %} Why the recommend fields matter: * Online bookings and client portal: Together with the client’s name, these fields are used to automatically match returning clients to the correct profile. * Avoiding duplicates: Add date of birth, email, and a primary phone number to help distinguish clients with similar names and reduce duplicate client records. {% endhint %} *** ## Add a client from the Clients tab 1. Open **Clients**, then select **Add client**.
2. **Enter all necessary client details**. The client’s **first and last name** are required when adding or editing a client. Optionally add **date of birth**, **email**, and **primary phone** (recommended).
3. Select **Save** to create the profile. *** ## Add a client while scheduling an appointment 1. From the **Calendar** → click on an empty time slot and **select Appointment.** 2. Click **Create Client**.
3. **Enter all necessary client details**. The client’s first and last name are required when adding or editing a client. Optionally add date of birth, email, and primary phone (recommended). 4. Select **Save** to create the profile and return to the appointment. *** **Tip** * Where available, you can also create a client directly from the **Client** picker by choosing **Create client** in the dropdown.
*** Need every client field explained? See **All client fields** in our [Client field reference](/using-caspen/clients/client-fields-reference). *** Related article: * [Add custom client fields](/using-caspen/settings/add-custom-client-fields) – Create custom client fields that go beyond Caspen’s default fields. # View a client How to view a client’s profile and take action from one place. ## Overview Get a clear, organized view of everything for one client. See all key details, update records, and create new items. * Review: notes, appointments, activities, progress notes, alerts, account balance, saved payment method, client details, and more. * Create items: appointment, activity, note, invoice, payment, form, letter, case, package, communication. * Edit client details: update name, contact details, and other fields. * Files: open the **Files** tab to upload and manage documents. *** ## View a client profile * Open **Clients**, locate the client and click **Actions** → **View** (You can also click the client’s name).
You will be taken to the client’s profile. The image below gives a quick glimpse of the client profile (top section).
# Edit a client Learn how to edit or update client details. ## Edit a client 1. Open **Clients**, locate the client and click **Actions** → **View** (you can also achieve the same result by clicking the **client’s name**).
2. In the client's profile, click **Edit client**.
3. Make your changes, then select **Save** to update the profile. {% hint style="info" %} Australia (AU) only — NDIS clients On the client profile, on the right hand side panel look for the NDIS details section and select Edit. Enter the client’s NDIS number and Fund management (Agency, Plan managed, or Self managed), then Save. {% endhint %} Want the comprehensive list of editable client fields? Check **All Client Fields** in the [Client field reference](/using-caspen/clients/client-fields-reference). # Archive a client Archive a client to remove them from your active client list. ## Archive a client Archiving a client removes them from your active client list meaning that an archived client will not be shown in main search pages like the calendar.
1. Open the Clients tab, find the client (search or scroll), then select **Actions** → **Archive**.
The archived client has been moved into your archived client list (click archived & scroll or search for the client). *** ## Restore a client 1. Open **Clients**, then click the **Archived** tab at the top of your clients table.
2. Find the client, then select **Actions** → **Restore**.
After restoring, the client appears in the **Active** tab (and no longer in Archived).
# Add notes to a client profile Add notes to client profiles so your team can track key details. ## Overview Notes store important details on a client’s profile (for example, Quiet room works best; avoid strong scents). Notes are internal and not visible to clients, and they stay on the client’s profile. If something must be immediately noticeable to your team (for example, a health concern), add a client alert instead. See [Add a client alert](/using-caspen/clients/add-a-client-alert). *** ## Add a note 1. Open **Clients**, locate the client and click **Actions** → **View** (you can also achieve the same result by clicking the client’s name).
2. In the Notes panel, click **Edit**.
3. Add your note and click **Save**.
The note now appears in the client’s Notes section and will only be visible in the client’s profile. To update or delete it, click Edit. > **Tip:** > > You can also add a note from **Edit client**. On the client profile, click **Edit client** (top right), open **Notes**, enter your text, then **Save**.

# Add a client alert Make key information visible to your team at a glance. ## Overview Client alerts are important short notes that appear next to a client’s name in two places:
1. Client profile (right panel)
2. Appointment information panel (on the calendar)
Alerts are instantly visible, helping staff see important information when dealing with certain patients. Examples * Safety considerations: e.g., known risks or de-escalation guidance. * Accessibility or support needs: e.g., mobility support, interpreter required. * Quick reminders: e.g., confirm referral details, follow up on a form, return a left item. *** ## Add a client alert 1. Open **Clients**, find the client, and select **Actions** → **View** (or click the client’s name). 2. Click **Edit client**.
3. In the **Alert** field, enter the note you want shown.
4. Click **Save**. The alert is now visible on the client profile and in the calendar appointment panel.

# Record allergies, intolerances & medications Add allergies, intolerances and medications to a client profile. ## Getting started You can add or update allergies, intolerances, and medications by editing the client. Once saved, they appear in the Medications, allergies & intolerances panel on the client profile. 1. Go to **Clients**, find the client then select **Actions** → **View** (or click their name).
2. Click **Edit client**.
3. Scroll to **Medications, allergies & intolerances**.
## Record an allergy * Click **Add allergy**. Enter the Allergy (e.g., Penicillin) and the Reaction (e.g., Anaphylaxis).
{% hint style="info" %} Note: * To record no known allergies, enter NKA in the Allergy field and save. * You can edit or remove an allergy later using the trash icon. {% endhint %} ## Record an intolerance * Click **Add intolerance**. * Enter the Substance (e.g., Lactose, Gluten).
{% hint style="info" %} Note: Use intolerances for non-allergic sensitivities (e.g., lactose, gluten, FODMAP items). {% endhint %} ## Record medications * Click **Add medication**. * Enter the Medication (e.g., Ceftriaxone) and Dosage - if known (e.g., 1 g).
{% hint style="info" %} Note: Include strength, route, and frequency in Dosage if useful (e.g., 500 mg, oral, twice daily). {% endhint %} ## Save your changes Click **Save** (bottom right). Updates show in **Medications, allergies and intolerances** on the right side of the client profile. *** ## Frequently asked questions
How do I record “No Known Drug Allergies”? Enter NKDA as the allergy and Save (optional, if your clinic uses this).
What if I don’t know the dose? Leave Dosage blank or add what you know (you can update later).
Can I add multiple allergies/intolerances/medications? Yes, you can add as many entries as needed.
Can I attach documents (e.g., scripts, allergy test results) to the client? Yes, you can upload files to the client’s Files tab if needed.
What’s the difference between an allergy and an intolerance? An allergy is an immune reaction (for example, anaphylaxis or a rash), whereas an intolerance is a non-immune sensitivity (for example, lactose or gluten).
# Merge client profiles Learn how to merge two client profiles into a single record to remove duplicates. ## How merging clients works Caspen identifies potential duplicates when another client in your account has the same first and last name. Merging a client's profile combines all their client's details, invoices, activities, appointments, communications, credit notes, orders, payments, refunds, progress notes, waitlist entries, assets, folders, and files into one profile. Please note this action cannot be undone. If a client books online using details that exactly match a current profile, the system automatically merges them into one. *** ## Merge clients If you have two profiles for the same person with different details and want to keep the information from both, merge the profiles into one.
1. Open **Clients**, **locate the primary client** then **click on their name** or **Actions** → **View** to open their client profile.
2. On your client profile select **Actions** → **Merge**.
3. Select the client to merge with the primary: A popup will be shown that asks you to **select which clients to merge** into the primary client record.
4. Click “**I understand, merge clients**” to perform the merge action. Once merged, the selected client profiles are combined into one.

# Client files Upload, view and manage files on client profiles. ### Client files
Keep everything in one place. From here you can: * [Upload files for a client](/using-caspen/clients/client-files/upload-files-for-a-client) - Add documents and images to a client profile. * [View client files](/using-caspen/clients/client-files/view-client-files) - See client uploads and team files. Preview, download, and print. * [Manage client files](/using-caspen/clients/client-files/manage-client-files) - Create, move, rename, delete, and unshare files and folders. # Upload files for a client Add documents and images to a client profile. ## Overview We automatically create two folders for each client added to the system:
* **Team’s shared** (orange) = Client can see it in their portal. Staff can upload files they want to share with the client. * **Client’s shared** (green) = Client uploads only; staff can’t upload here (staff can view/download only). {% hint style="info" %} Both the Team’s shared (orange) and Client’s shared (green) folders and contained contents are visible to the client in their portal. {% endhint %} **Private folders:** Any folder or file created outside **Team’s shared** is private (team-only) and not visible to the client. Private folder and files appear with a blue icon.
*** ## Upload client files 1. Open **Clients**, find the client, then select **Actions** → **View** (or click the client’s name).
2. Go to the **Files** tab.
3. Open the destination folder by clicking on the **name**: This may be any **Private** (blue) folder you have created for internal files or the **Team’s shared folder** (orange) (client-visible). {% hint style="info" %} Remember: * Private / internal folder (blue) — team-only, not shown in the portal, or * Team’s shared folder (orange) — visible to the client in their portal. * You cannot upload to Client’s shared folder (green) (this is the client’s area). {% endhint %} {% hint style="warning" %} If you need a private folder: make sure you are not inside Team’s shared, click Create folder, name it, then Save. {% endhint %}
Selecting **My private folder** (team-only). Files here are not visible to clients. 4. Click **Upload file**, browse your computer, and **select the file**. It’s saved to Caspen in the folder you’re currently in.
**Result** * Files in Private are internal only. * Files in Team’s shared are visible to the client in their portal. *** **Tips** * Use clear names (e.g., Referral\_GP\_2025-03-12.pdf ). * Add short descriptions for client-visible files. * Quick rule: If you want the client to see it, put it in Team’s shared. If you want it internal only, keep it in Private. *** ## Frequently asked questions
What is the maximum file size I can upload at a time? 100 MB per file.
Which file extension types can I upload? * Images: jpg, jpeg, png, gif, webp * Video: mp4, mpg, mov, m4v, wmv, avi, 3gp, mp2t * Audio: mpeg, ogg, wav * Documents: pdf, csv, rtf, txt, zip, doc, docx, xls, xlsx, ppt, pptx
Where can I ask for another file type to be added? Contact our team and tell us the file type you need. We review requests regularly.
How do I keep an internal copy of a file the client uploaded? Download the file from Client’s shared (green), then Upload it to a Private folder.
# View client files Preview, download, and print files on a client profile. ## Overview **Who sees what** * **Staff:** Private, Team’s shared (orange), Client’s shared (green). * **Client:** Team’s shared (orange) and their own Client’s shared (green). They do not see Private. **What you’ll see** * **Client’s shared folder** (green): items the client uploaded. * **Team’s shared folder** (orange): items your team shared to the client. * **Private folders** (blue): your team’s internal files (not visible to the client). *** ## View client files 1. Open **Clients**, find the client, and select **Actions** → **View** (or click the client’s name). 2. Go to the **Files** tab.
3. Click on the **file name** to preview.
*** ## Download client files 1. Open the client’s **Files** tab and **click on the file name** to open the preview. 2. Use your browser’s download: * **Right-click** → **Save as**… (Windows: Ctrl+S, Mac: ⌘S), or 3. If a file can’t be previewed, it should download when you click it. *** ## Print a client files Need a hard copy? If you’ve uploaded PDF’s or images, you can print them directly from your client’s files. 1. Open the client’s **Files** tab and **click the file name** to open the preview. 2. Print using your browser: * **Right-click the preview** and **choose Print**, or * Open your browser’s print dialog (Windows: Ctrl+P · Mac: ⌘P), or If the file won’t preview: download it, open it on your computer, and print from your PDF or image viewer. *** ## Frequently asked questions
Which files can I preview in the browser? Most images (jpg, jpeg, png, gif, webp), PDFs, and plain text files open in a preview.
How do I rename, move, or delete a file? Use the Actions menu next to the file to Rename, Move, or Delete.
A file preview won’t load - what should I try? First, download the file and open it locally on your computer. If you still want to preview in the browser, try another browser. Still stuck? Contact Support and include the file name and client.

# Manage client files Create, move, rename, delete, and unshare files and folders. ## Overview **Quick rules** * **Private folders** (blue): Team only. You create these outside Team’s shared. Rule: If it is not inside Team’s shared, it is Private. * **Team’s shared** (orange): Files your team shares with the client (visible in the client portal). * **Client’s shared** (green): The client’s space in the portal. Clients can upload, rename, move within this area, and delete their own items. * **One-way boundary:** Nothing moves into or out of Client’s shared. Staff may view/download here and re-upload to Private if they need a copy. * **Root folders:** Team’s shared and Client’s shared at the client’s top level are system-created. They cannot be moved, renamed, or deleted. #### What staff can do * **Private:** create/upload, move, rename, delete. * **Team’s shared:** create/upload, move (to/from Private), rename, delete. * **Client’s shared:** can view and download files only. #### What clients can do (in the portal) * **Client’s shared:** upload, move (within this area), rename, delete. * **Private / Team’s shared:** cannot act here (they can only view and download items in Team’s shared). #### Common tasks * **Make a file visible to the client:** move or upload it to Team’s shared folder. * **Keep a file internal:** store it in Private. * **Keep a local copy of a client upload:** download from Client’s shared, then upload to Private. *** ## Move a file **Who can move what (staff):** You can move items between Private and Team’s shared. You cannot move anything into or out of Client’s shared. 1. Find the item (file or folder) 2. **Actions** → **Move**
3. Choose a **Private** **or Team’s shared folder**(client-visible), then **Save**. Notes * Moving an item into Team’s shared makes it visible to the client in the portal. * Moving an item into a Private folder hides it from the client. *** ## Rename a file {% hint style="info" %} Items inside Client’s shared can’t be renamed, and the root folders (Team’s shared, Client’s shared) themselves can’t be renamed. {% endhint %} 1. Find the item in Private or in Team’s shared. 2. **Actions** → **Rename**, enter the new name, **Save**.
*** ## Delete a file 1. Find the item in Private or Team’s shared. 2. **Actions** → **Delete**. * You cannot delete items from within the Client's shared folder.
*** ## Share a file with a client 1. Find the private item - folder or file. 2. **Actions** → **Move** → **choose the Team's shared folder** → **Save**. * Once moved to **Team's shared folder**, the item will be visible to the client in the portal. *** ## Stop sharing a file with a client 1. Open **Team’s shared folder** and **find the item**. 2. **Actions** → **Move** → **choose a Private folder** → **Save**. * Once moved to a Private folder, the client can no longer see it in their client portal. *** ## Frequently asked questions
Can I restore recently deleted files? Deletes files are immediately removed. However, we retain server-side backups for a limited period and may be able to recover a file or folder on a best-effort basis. Contact our support team.
Can I hide something from the client later? Yes. Move the item out of Team’s shared and into a Private folder. Once it’s in Private, it’s no longer visible in the client portal.
What is a Private folder? Any folder you create outside of the Team’s shared folder. It is visible to your team only and never shown in the client portal.
How do I keep my own copy of something the client uploaded? Download from Client’s shared, then upload it to a private folder (or to Team’s shared if you also want the client to see it).
# Client field reference Complete list of client fields with descriptions. ## All client fields
Field Description
TitleFormal prefix such as Dr or Ms.

Client full name

  • First name
  • Last name
Legal name used across the system.
Preferred nameThe name the client would prefer to be called.
Date of birth

Client’s date of birth.

Format: DD/MM/YYYY

SexAdministrative sex.

Sex is based on biological and hormonal sex characteristics assigned at birth. Sex is not the same as gender.
Gender identitySelf-described gender.

A person’s internal sense of their gender. This may differ with their sex assigned at birth (e.g., woman, man, non-binary, etc.).
PronounsHow the client prefers to be referred to (e.g., she/her, he/him, they/them).
ProfessionClient’s current or previous job title.
EmailEmail used to receive communications.
Primary phone numberMobile number used to receive communications.
Additional phone numbersExtra contact numbers.
AlertHigh-visibility note shown in key areas: the client profile and scheduling.
TagsVisual labels shown in the Clients list.
AddressClient’s country of residence. After selecting a country, you can enter the client’s address.
Privacy policy consentRecord whether a patient has excepted the privacy policy i.e. pending, accepted, or rejected (default is pending).
Medications

Any current medications the client is taking.

Medication name and dosage(if known).

Allergies

Allergy and reaction.

Enter any known allergies e.g. medications, foods.

IntolerancesRecord intolerances e.g. gluten, lactose.
Emergency contact

Person to contact in an emergency.

  • Full name
  • Phone number
  • Relationship
Referral information
  • Referral type - Source of referral.
  • Referral description - Free-text details.
NotesGeneral notes about the client (will be visible at the top of their client profile).
{% hint style="info" %} If a field you need is not listed here, you can create it as a custom field. See [Add custom client fields](/using-caspen/settings/add-custom-client-fields). {% endhint %} *** ## NDIS fields (Australia only)
FieldDescription
NDIS numberClient’s NDIS participant number.
Fund managementSelect the client’s fund management type i.e. Agency, Plan managed, or Self managed.
# Progress notes Learn how to create, edit, and manage client progress notes in Caspen. Progress notes help practitioners document each session clearly and consistently. You can create notes directly from the Calendar, a client’s profile, or using AI-powered assistance. Templates help standardize your clinical documentation, ensuring accurate and efficient record-keeping across your practice. Progress notes are visible only to practitioner-based roles and authorized team members.
* [Add a progress note](/using-caspen/progress-notes/add-a-progress-note) – Create a new progress note for a client. * [Using the text editor for notes and templates](/using-caspen/progress-notes/using-the-text-editor-for-notes-and-templates) – Learn how to format text, tables, images, and interactive fields. * [Using body chart templates in progress notes](/using-caspen/progress-notes/using-body-chart-templates-in-progress-notes) – Add body charts to progress notes and mark them up with drawings, labels, and symbols. # Add a progress note Learn how to create a progress note for a client. ## Overview Progress notes can be added directly from the **Calendar**, **Client profile**, or **Sessions**.\ Only practitioner-based roles can create progress notes. You can start with a blank note or use a reusable template to save time. *** ## Add a progress note from the calendar 1. Go to your **Calendar** and click on an appointment or activity to open its panel. 2. Under **Progress note**, click **Add progress note**.
3. Select a template (or choose **Create a blank note**): The selected option highlights with a blue border. 4. Click **Create** (top-right) to open the editor. The **selected template** loads into the note editor.
5. Add your note content.
6. Click **Finalize note** (top-right) when you're ready to complete and save the note. > **Tip:** If you’re not ready to finalize, click **Exit (X)** to save a **draft**. Draft notes remain editable until finalized.
#### Ways to access a progress note created from the calendar Progress notes created from the calendar are easy to find. You can open them from **two places**: **1. From the calendar event** Click the appointment or activity in your calendar to open the event panel. Any attached progress note will appear in the **Progress note** section (draft or finalized). Click the progress note tile to open it.

A progress note attached to an event will appear in the event details panel.

**2. From the client profile** Go to the client’s profile, scroll to **Progress notes**, and click **View** next to the note to open it.
#### How to quickly tell if an appointment already has a note After a progress note is attached, individual appointments show a progress note icon on the calendar, so you can quickly see which ones have a progress note.

The progress note icon means a progress note is attached to the appointment.

*** ## Add a progress note from the client profile 1. **Open the client’s profile:** Go to **Clients**, locate the client, and click **Actions → View** (or simply click the client’s name). 2. In the **Progress notes** section, click **Create note**.
3. Select a template (or choose **Create a blank note**): The selected option highlights with a blue border. 4. **Click Create** (top-right) to open the editor. The **selected template** loads into the note editor.
5. Add your progress note content.
6. Click **Finalize note** when you're ready to complete and save the note. > If you’re not ready to finalize, click **Exit (X)** to save a **draft**. Draft notes remain editable until finalized.
Once finalized, the note appears in the **client’s profile** under Progress notes. *** **Related article** * [Set up progress note templates](/using-caspen/settings/templates/set-up-progress-note-templates) – Standardize your notes and reduce repetitive typing. * [Using the text editor for notes and templates](/using-caspen/progress-notes/using-the-text-editor-for-notes-and-templates) – Learn how to format text, tables, images, and interactive fields. # Using the text editor for notes and templates Learn how to use Caspen’s rich text editor to format text, add tables and images, and more. ## Overview The rich text editor lets you create structured, professional progress notes and templates with flexible formatting and interactive fields. Use it to document client sessions, treatment plans, assessments, or any repeating clinical information. **Features include:** * Custom text formatting (headings, styles, colours) * Tables for structured clinical layouts * Single-choice and multiple-choice fields for clinical data * Ordered and unordered lists * Images, links, and dividers * Keyboard shortcuts for faster documentation Perfect for consistent note-taking across your practice. *** ## Text editing and formatting Use the toolbar at the top to style and format your content. You can: * Adjust font size and headings (H1, H2). * Bold, italicise, or underline text. * Add blockquotes, dividers, or emojis. * Insert hyperlinks to external resources. *** ## Tables Tables help you structure information clearly and consistently in templates and notes. #### **Insert a table:** 1. Click **Insert Table** on the toolbar. 2. Select the number of rows and columns.

Example: Selecting rows and columns when inserting a table.

**Table examples:**\ Past Medical History, Medication list, Progress measures, Treatment plan, Goals. #### **Edit table structure** Use the pop-up **table toolbar** (appears when a cell is selected) to modify your table. | Action | What it does | | ------------------- | --------------------------------------------------------------- | | Merge cells | Combines selected cells into one single cell. | | Split cell | Separates a merged cell back into individual cells. | | Add rows/columns | Inserts additional rows or columns. | | Delete rows/columns | Removes unwanted cells, rows, or columns. | | Apply color | Highlights cells, headers, or sections with a background color. | Example – Table toolbar shown when selecting a cell:
#### Table toolbar tips: * The table toolbar appears when you **highlight one or more cells**. * You can **hover** over each icon in the table toolbar to view its label (e.g., Insert row above, Split cell). *** ## Lists and structure Use list styles to structure clinical information: | List type | Best for | | ----------------------------------- | -------------------------------------------------------------- | | Numbered lists (1, 2, 3) | Step-by-step instructions, home exercise programs, procedures. | | Bullet lists (•) | General note-taking, subjective/objective findings. | | Checklists (Multiple choice fields) | Follow-up actions, safety checks, exercise compliance. | > **Note:** To create a checklist, use **Multiple choice** fields (see below). *** ## Choice fields (Single choice & Multiple choice) Choice fields allow you to add structured, selectable options to templates. They’re ideal for symptoms, findings, treatment responses, risk levels, or any repeatable data. #### Multiple choice (select all that apply) Use this when more than one item may apply. Clinicians can select any number of options. **Common clinical examples:** * Presenting symptoms * Areas of pain * Factors impacting function * Contributing conditions * Goals achieved this session **Example (blank):**
**Example (completed):**
You can leave options blank or pre-select common defaults. #### Single choice (choose one) Use this when only one option should be selected (radio buttons). **Common clinical uses:** * Pain severity rating * Session outcome * Risk level * Funding source * Preferred contact method **Example (blank):**
**Example (completed):**

Single choice example with one radio button selected.

*** ## Body charts Body charts let you insert a template into a progress note and draw directly on it. This is useful for documenting pain locations, injuries, areas treated, and clinical findings. Related article: [Using body chart templates in progress notes](/using-caspen/progress-notes/using-body-chart-templates-in-progress-notes). *** ## Links and media * **Insert links:** Add clickable links for external resources, references or documents. * **Insert images:** Include diagrams, clinical visuals, or relevant media. *** ## Signatures Signatures let you add an electronic signature to a progress note. You can draw, type, or upload your signature. *** ## Keyboard shortcuts Work faster with keyboard shortcuts for Mac and Windows. **Mac shortcuts**
ActionKeyboard shortcut
CopyCmd C
CutCmd X
PasteCmd V
UndoCmd Z
RedoCmd Shift Z
Add a line breakShift Enter
BoldCmd B
ItaliciseCmd I
UnderlineCmd U
**Windows shortcuts**\ Use **Ctrl** instead of **Cmd** for the same actions listed above. *** **Related articles:** * [Set up progress note templates](/using-caspen/settings/templates/set-up-progress-note-templates) * [Add a progress note](/using-caspen/progress-notes/add-a-progress-note)
# Using body chart templates in progress notes Learn how to use body chart templates in your progress notes. ## Overview If you need to include diagrams or charts in your clinical notes, you can select a body chart template and draw directly on it. This is useful for documenting pain locations, injuries, areas treated, and clinical findings. {% hint style="info" %} **Before you start** * You can only add a body chart while creating or editing a progress note. * Caspen includes default body chart templates. To upload or manage templates, see [Set up body chart templates](/using-caspen/settings/templates/set-up-body-chart-templates). {% endhint %} *** ## Add a body chart to a progress note 1. Open the client and create or edit a progress note. 2. In the note editor toolbar, click **Body chart**.
3. Select the body chart template you want to use.
4. The body chart editor opens with the template loaded. Mark up the body chart as needed. For a list of available tools, see [Mark up the body chart](#mark-up-the-body-chart).
5. Once finished, click **Save** (top-right) to insert the body chart into the note.
Your body chart appears in the note as an image. *** ### Mark up the body chart Use the toolbar in the body chart editor to add your clinical markings.
List of tools (from left to right): * Select: Click an item on the canvas to move or adjust it. * Pan: Click and drag to move around the canvas. * Draw: Draw freehand. Adjust pen style such as weight, opacity, and color. * Text: Add labels directly onto the chart. * Shapes: Add arrows, lines, or shapes to highlight areas. * Emoji: Insert an icon if your workflow uses symbols for findings. * Eraser: Click and drag to erase markings. * Frame: Adjust the canvas size. Only what sits inside the frame is saved back to the note. * Zoom: Zoom in and out for detail work. * Fit to screen: Resizes the view so the canvas fits your screen. * Undo and redo: Step backward or forward through your recent changes. > Tip: You can also zoom in and out using your mouse scroll wheel. *** ### Format the body chart image in the note After the body chart is inserted, select the image to show formatting options.
Available options include: * Add a border and choose a border color * Round the image corners * Flip the image horizontally or vertically * Change image alignment > **Tip:** You can resize the image by selecting it, then dragging a corner handle in or out. *** ### Finish the progress note Keep writing your note, then choose one of the following: * Click **Finalize note** when you are ready to complete it. The note appears in the client profile under **Progress notes**. * Leave it as a draft if you are not ready to finalize. You can come back and continue editing later. *** ### Related articles * [Set up body chart templates](/using-caspen/settings/templates/set-up-body-chart-templates) – Add, manage, and upload body chart templates for your workspace. * [Using the text editor for notes and templates](/using-caspen/progress-notes/using-the-text-editor-for-notes-and-templates) – Formatting tools, inserting images, and working with content in the progress note editor. # Billing Your complete guide to managing invoices and payments in Caspen. Manage all aspects of your billing process in Caspen. From setting up invoice preferences and tax settings to creating invoices, recording payments, and issuing credit notes. ## Invoices Create, send, and manage invoices for your clients and contacts. Learn how to customize templates, edit drafts, apply credits, and void or delete invoices when needed.
* [Create an invoice](/using-caspen/billing/invoices/create-an-invoice) - Learn how to create and send invoices. * [Edit an invoice](/using-caspen/billing/invoices/edit-an-invoice) - Revert an invoice to draft so you can make changes or corrections. * [Delete an invoice](/using-caspen/billing/invoices/delete-an-invoice) - Permanently remove an invoice that was created in error or is no longer required. * [Void an invoice](/using-caspen/billing/invoices/void-an-invoice) - Learn how to cancel an issued invoice. * [Invoice for a canceled appointment](/using-caspen/billing/invoices/invoice-for-a-canceled-appointment) - Invoice a client for a canceled appointment based on your cancellation policy. * [Invoice field reference guide](/using-caspen/billing/invoices/invoice-field-reference-guide) - Learn what each invoice field and status means in Caspen. ## Payments Record and manage payments. Whether manual, online, or credit-based. You can also issue or void payments, process refunds, and track allocation across invoices.
* [Pay an invoice](/using-caspen/billing/payments/pay-an-invoice) - Record and apply invoice payments. * [Add a standalone payment](/using-caspen/billing/payments/add-a-standalone-payment) - Record a payment not linked to an invoice. * [Apply an existing payment to an invoice](/using-caspen/billing/payments/apply-an-existing-payment-to-an-invoice) - Use unallocated payments (money already received) to pay a finalized invoice. * [Refund a payment](/using-caspen/billing/payments/refund-a-payment) - Learn how to process refunds in Caspen. * [Add a credit note](/using-caspen/billing/payments/add-a-credit-note) - Adjust or reduce an invoice balance. * [Void a payment](/using-caspen/billing/payments/void-a-payment) - Learn how to cancel a payment record. * [Add a new payment method](/using-caspen/billing/payments/add-a-new-payment-method) - Set up and manage accepted payment types. * [Unallocated payments explained](/using-caspen/billing/payments/unallocated-payments-explained) - Learn how unallocated payments are created and used in Caspen. # Invoices Manage invoice creation, editing, and delivery in one place. Create, send, and manage invoices for your clients and contacts. Learn how to edit draft invoices, apply credits, and void or delete invoices when needed.
* [Create an invoice](/using-caspen/billing/invoices/create-an-invoice) - Learn how to create and send invoices. * [Add products to an invoice](/using-caspen/billing/invoices/add-products-to-an-invoice) - Add products to an invoice to record in person sales. * [Edit an invoice](/using-caspen/billing/invoices/edit-an-invoice) - Revert an invoice to draft so you can make changes or corrections. * [Delete an invoice](/using-caspen/billing/invoices/delete-an-invoice) - Permanently remove an invoice that was created in error or is no longer required. * [Void an invoice](/using-caspen/billing/invoices/void-an-invoice) - Learn how to cancel an issued invoice. * [Invoice for a canceled appointment](/using-caspen/billing/invoices/invoice-for-a-canceled-appointment) - Invoice a client for a canceled appointment based on your cancellation policy. * [Invoice field reference guide](/using-caspen/billing/invoices/invoice-field-reference-guide) - Learn what each invoice field and status means in Caspen. # Create an invoice Learn how to create, edit, track, and send invoices in Caspen. ## **Overview** {% hint style="info" %} **Before you begin:**\ Ensure your [invoice preferences](/using-caspen/settings/billing/set-up-invoice-preferences) and [templates](/using-caspen/settings/templates/set-up-invoice-templates) are set up with your branding, default settings, and payment terms. {% endhint %} Invoices in Caspen can include services, classes, and activities (whether linked to calendar events or not), products, or standalone custom line items you add manually. Each invoice must be linked to a client and can be sent directly to the client or a contact (such as a third-party payer or funding body). → For a full explanation of invoice fields and statuses, see the [Invoice field reference guide](/using-caspen/billing/invoices/invoice-field-reference-guide). *** ## **Ways to create an invoice** You can create an invoice from four places: **From a client profile:**\ Go to Clients → View client → Create invoice. **From an appointment:**\ Open an appointment from your Calendar, then click **Add invoice** in the side panel. **From the Billing section:**\ Go to Billing → Invoices → Add invoice. **From a contact record:**\ Go to Contacts → View contact → Invoices → Create. When created from an appointment, appointment details (date, time, service) will automatically appear on the invoice if enabled in your invoice template. No matter where you start, the invoice builder works the same way. *** ## **How to create an invoice** To walk you through the workflow of creating an invoice from **Billing**, follow these steps: 1. Go to **Billing** → **Invoices.** 2\. Click **Add invoice.**
3. Complete the invoice setup**.** * **Client:** Select the client being invoiced. You can choose an existing client or click **Add new client**. For new clients, a name is required (email and other details are optional). * **Practitioner:** Select manually (automatically filled if the invoice is created from an appointment). * **Location:** Choose the relevant business location. * **Invoice to (optional):** Select a contact such as a plan manager or payer if the invoice is billed to someone other than the client. * **Issue date** and **Due date:** Adjust as needed.
4. Click **Continue** (top-right). The invoice editor opens and your invoice is saved as a draft. 5. **Add items** to the invoice. * Click **Add item** to add a service, activity, product, or a custom charge. * After adding an item, click on any line to adjust the quantity, price, tax, or discounts.
6. **Select invoice delivery and payment options**. Choose how you want to deliver the invoice and handle payment. > ➡️ Nothing is emailed or processed until you click **Finalize invoice**. **Request payment**\ Marks the invoice as **Open** so the client (or contact) can pay.\ Tick **Email invoice to \[recipient]** to send the invoice immediately when the invoice is finalized. **Apply payment**\ Marks the invoice as **Paid** when you have already received the payment. **Create payment (Stripe)**\ Charges a credit card directly using Stripe. Additional payment options become available after finalizing the invoice.\ See [*Pay an invoice*](/using-caspen/billing/payments/pay-an-invoice) for full details. 7\. **Add notes and formatting (optional).** Under **Additional options**, you can: * Select an invoice template. * Add a **Memo** (above items) or **Footer** (below items).\ To set defaults, update your invoice templates. 8\. Review all invoice details in the **Summary** and **PDF preview**. Then click **Finalize invoice.** > If you're not ready to finalize, click **X** (top-left) to keep the invoice in Draft.
The invoice will change from **Draft** to **Open** (or **Paid**, if payment was applied). Finalized invoices appear in: * **Billing** → **Invoices** * the **client’s profile** * the **event information panel** in the calendar (if created from an appointment or activity) *** ## **Send an invoice to a client** You can send an invoice automatically when finalizing, or manually afterward. **Automatically when finalizing**
* *Email invoice to \[recipient]* is ticked by default while the invoice is in Draft. * If ticked, the invoice sends immediately when you click **Finalize invoice**. * You can select an email template before sending. **Manually after finalizing** If Delivery was left unticked, send manually via the **Send invoice** button on the finalized invoice screen.
You will be able to review or edit the email subject, message, and template before sending. Alternative option:\ If you prefer to send the invoice yourself (e.g., via SMS or email), click **Actions** → **Copy public link** and share the link directly with the client. Important:\ If you send the invoice manually using the public link, make sure to mark it as sent so the invoice clearly shows that it has been sent. On the invoice, go to **Actions** → **Mark as sent**. **After the invoice is sent** The invoice will display a **Sent** label.
\ You can also view delivery status details in the client’s **communications** log on their profile: * **Delivered**: The email was successfully sent. * **Failed**: Delivery failed (e.g., incorrect email address). If online payments are enabled and the client or contact pays using the **Pay invoice** link, the invoice status updates automatically to **Paid**. *** ## **Send an invoice to a contact** You can choose a billing contact (Invoice to) either when setting up the invoice on the initial Create invoice screen or later when editing the draft invoice. If an **Invoice to** contact (e.g., plan manager or funding body) is selected: * The invoice is emailed to the contact instead of the client. * A confirmation of the recipient will be shown. * If online payments are enabled, the contact receives a payment link. * Once finalized, the invoice recipient cannot be changed unless you revert the invoice to Draft (see [Edit an invoice](/using-caspen/billing/invoices/edit-an-invoice)). *** **Related articles** * [Pay an invoice](/using-caspen/billing/payments/pay-an-invoice) *** ## Frequently asked questions
What if I don’t want to email an invoice to the client? Select **Request payment** and simply **untick “Email invoice to…”**.\ The invoice will be finalized as **Open** but no email will be sent.
Why can I only link one practitioner to an invoice? Caspen uses a single-practitioner model to ensure accurate reporting, simplify reconciliation, and meet funding body and insurance requirements. Many organizations require a clear link between the practitioner and the service provided. If you need to invoice for more than one practitioner or support staff member, create a separate invoice for each provider.
Can I change the invoice recipient after finalizing? No.\ Once an invoice is finalized, the recipient cannot be changed unless you **revert it to Draft**.
Can I add my bank details to every invoice? Yes.\ Add your details to a **Footer** in your invoice template settings to make them appear by default.
Why does the appointment date/time not appear on my invoice? Appointment details only appear if enabled in your **invoice template**.
Can I invoice a contact without sending anything to the client? Yes.\ Select the **Invoice to** and enter the contact you want to send the invoice to.\ The invoice will only be sent to that contact.
Why is my invoice amount not calculating correctly? It’s a good idea to review: * Line item quantity * Tax settings * Discounts * Whether service prices are inclusive or exclusive of tax * Your region’s tax rules (Settings → Taxes)
# Add products to an invoice Boost revenue by offering clients products in person. Learn how to add products to an invoice. ## Getting started Selling products in person allows you to complete transactions directly with clients by simply adding one or more products to an invoice. {% hint style="warning" %} **Permissions** Ensure you have permission to manage invoices and payments (access to the Billing tab in the left hand menu). If you’re a team member, request access from your account owner. {% endhint %} *** ## Add products to an invoice 1. **Open an invoice**\ Go to **Billing** and select **Add invoice**, or open an **existing invoice** you want to add products to.
2. **Fill the invoice header**\ Select **Client**, (optional) **Invoice to**, **Practitioner**, **Location**, **Issue date**, and **Due date**. Click **Continue**.
3. **Add a product**\ In **Items**, select **Add item**, then choose **Product**.
4. **Choose from your catalog**\ Pick the product from the list. If the product has an image, it appears next to the item.
5. **Edit the line (optional)**\ Select the added product to change **price**, **quantity**, **discount** (amount or percent), or **tax rate**. To remove it, select **Remove item**. Select **Save**. *Edits here affect this invoice only and do not change the product itself.*
6. **Finish the sale**\ Apply a **payment** to the invoice, leave as a draft, or **finalize and send** the invoice to your client. > **Note:** If **Track stock quantity** is on, adding a product to an invoice reduces stock automatically. *** ## Frequently asked questions
Where does the product image show? The image appears in your product catalog and in the Add product picker when building an invoice. Note: It does not appear on the invoice itself (PDF, print, or client view).
# Edit an invoice Learn how to revert an invoice to Draft so you can make changes or corrections. ## **Before you begin** You can only edit invoices while they are in **Draft** status.\ If you need to make changes to a finalized invoice, you must **revert it back to Draft** first. You can only revert an invoice to Draft if: * **No payments** are applied, and * **No credit notes** are attached. If payments are applied, you must **unlink or void** them before reverting.\ If a credit note is attached, it must be **voided** before changes can be made.\ See **Handling linked payments and credit notes** below. Once reverted, you can edit the invoice as needed and finalize it again when ready. *** ## Revert an invoice to draft {% hint style="warning" %} Important note: You can only revert an invoice to Draft if no payments or credit notes are attached. See *Before you begin* for details. {% endhint %} If an invoice is finalized, you can revert it to **Draft** to make updates or corrections. 1. Go to **Billing** → **Invoices** and open the invoice.
2. Click **Actions** → **Revert to draft.**
The invoice will return to **Draft** status.\ The **Pay invoice** and **Send invoice** buttons will be replaced by an **Edit invoice** button. 3. Click **Edit invoice** to open the invoice editor and make your changes.
**Once you’ve finished editing, you can:** * Exit to keep the invoice in **Draft**, or * Click **Finalize invoice** when you are ready to issue it again. *** ## Handling linked payments and credit notes If the invoice has payments or credit notes applied, you must remove or void them before reverting the invoice. #### **Payments** 1. Click the **payment allocation link** on the invoice.
2. Select **Delete** to unlink the payment.
After unlinking, you can locate the payment record separately and choose to: * Refund it * Void it * Reapply it after the invoice is finalized again #### **Credit notes** If a partial credit note is attached, it must be **voided** before the invoice can be reverted or deleted. To do this: 1. Open the credit note by clicking the **credit note number**. 2. Go to **Actions** → **Void credit note** and confirm. #### **Next step** After removing any linked payments or credit notes, return to the steps above to revert the invoice to Draft. *** These steps ensure your financial records remain accurate and consistent across your billing and reporting. *** # Delete an invoice Learn how to permanently remove a draft invoice that is no longer needed. ## **Overview** You can delete invoices that are in **Draft** status.\ Deleting an invoice permanently removes it from your records and **cannot be undone**. If the invoice is linked to a calendar event (such as an appointment or activity), deleting it will unlink it and remove it from that event.\ Once deleted, you can create and attach a new invoice if needed. *** ## **Before you delete an invoice** * Only **Draft** invoices can be deleted. * Once deleted, an invoice **cannot be recovered**. * If an invoice is Finalized (Open or Paid), you must first **revert it** **to Draft** before deleting. * Deleting invoices is permanent and should only be used for records created in error or during testing. * For issued invoices that need to be canceled, see [Void an invoice](/using-caspen/billing/invoices/void-an-invoice). *** ## **To delete an invoice** 1. Go to **Billing** → **Invoices**. 2. Open the invoice (**Actions** → **View**, or click the invoice number).
3. Ensure the invoice is in Draft status. If it has a status of finalized, you must revert it to Draft before deleting it (see Revert an invoice to Draft). 4. Click **Actions → Delete invoice**.
**What happens after you delete an invoice** * The invoice is permanently removed from your billing records. * If linked to a calendar event, it will be unlinked and removed from the event details. * You can create a new invoice for the event or client if required. *** ## **Revert an invoice to Draft** If an invoice is finalized, you can revert it to Draft before deleting it. 1. Go to **Billing** → **Invoices** and open the invoice (**Actions** → **View**, or click the invoice number).
2. Click **Actions → Revert to draft**.
3. Once reverted, follow the steps under **To delete an invoice**. > **Note:** If the invoice has payments or credit notes applied, you will need to unlink or void those transactions first before reverting. This ensures your financial records and reports remain accurate. *** ## Handling linked payments and credit notes If the invoice has payments or credit notes applied, remove or void them before reverting an invoice to Draft. #### **Payments** 1. Click the **payment allocation link** on the invoice.
2. Select **Delete** to unlink the payment.
You can then locate the payment record separately and choose to **refund, void, or reapply** it to another invoice if needed. #### **Credit notes** If a credit note is attached, it must be **voided** before the invoice can be reverted or deleted. 1. Open the credit note by clicking the **credit note number**. 2. Click on **Actions** (top-right) → **Void credit note**, and confirm. *** ## Frequently asked questions
Can I delete a finalized invoice? No. Only invoices in **Draft** status can be deleted.\ Your options include reverting the invoice to **Draft** (as outlined above) or voiding it instead. See **Void an invoice** guide.
What happens if I delete an invoice linked to a calendar event? The invoice is unlinked and removed from the event. You’ll be able to add a new invoice to the event if needed.
Can I recover a deleted invoice? No. Deleted invoices are permanently removed and cannot be restored.
# Void an invoice Permanently cancel an issued invoice while keeping a record for audit and reporting. ## Overview Voiding an invoice permanently marks it as **Void** and removes it from your active billing workflow while keeping it available for record-keeping and audit purposes. Only finalized invoices in **Open** status can be voided. Once voided, an invoice cannot be undone or edited. *** ## **Before you void an invoice** There are a few conditions to check before voiding: * You **cannot void** **an invoice that has payments applied**. * You **cannot void** **an invoice with credit notes attached**. * The invoice must be in a **Finalized (Open)** state. Draft invoices cannot be voided. If you need to void an invoice that has payments or credit notes applied, first **unlink or delete those transactions**.\ These conditions ensure your financial records remain accurate and consistent across reports and integrations (e.g., QuickBooks, Xero). *** ## **To void an invoice** 1. Go to **Billing** → **Invoices** and find the invoice you want to void. You can also open the invoice from the **client profile** or the **calendar event information panel** (if linked to an appointment or activity). 2. Click **Actions** → **View** (or click the invoice number).
3. In the open invoice, click **Actions** → **Void invoice**.
4. In the confirmation pop-up, click **Void invoice** again to confirm.
Once confirmed, the invoice will: * Update its status to **Void**, * Remain visible in your records, and * Be excluded from totals in your billing and financial reports. *** ## Handling linked payments and credit notes If the invoice has payments or credit notes applied, you must remove or void them before voiding the invoice. #### **Payments** 1. Click the **payment allocation link** on the invoice.
2. Select **Delete** to unlink the payment.
You can then locate the payment record separately and choose to refund it, void it, or reapply it to another invoice if needed. #### **Credit notes** If a credit note is attached, it must be voided before the invoice can be voided. To do this: 1. Open the credit note by clicking the credit note number. 2. Go to **Actions → Void credit note**, and confirm. *** ## **When to void vs. use a credit note** * **Void an invoice** when it was issued in error or needs to be canceled entirely. * Use a **credit note** when you need to adjust an amount or provide a refund while keeping a record of the transaction. For more information, see [Add a credit note](/using-caspen/billing/payments/add-a-credit-note). *** ## Frequently asked questions
Can I undo a voided invoice? No. Once an invoice is voided, it cannot be reversed or edited. You’ll need to create a new invoice if it was voided by mistake.
Can I re-use the same invoice number? No. Voided invoice numbers remain part of your billing sequence for audit integrity. Caspen will automatically assign the next available number to new invoices.
What’s the difference between deleting and voiding an invoice? * **Delete**: Permanently removes a **draft** invoice that was never issued. * **Void**: Cancels a finalized invoice while keeping it for historical and reporting accuracy.
# Invoice for a canceled appointment Invoice a client for a canceled appointment based on your cancellation policy. ## How to invoice a canceled appointment To learn how to cancel an appointment, see [Cancel an appointment](/using-caspen/calendar/appointments/cancel-an-appointment). You can create an invoice for a canceled appointment if the service still needs to be billed (for example, for late cancellation fees). 1. Go to the **Schedule** tab. 2. In the appointment list, set the **Status** filter to **Canceled**, and apply any additional filters or search terms if needed.
3. Locate the canceled appointment and click **View** to open the appointment information side panel.
4. Click **Add invoice** and follow the steps to create your invoice.

# Invoice field reference guide Learn more about what each invoice field and status means in Caspen. ## **Overview** This guide includes: * **Invoice field reference guide** – Definitions for each field and section in an invoice. * **Invoice statuses** – What each invoice status means and when it applies. * **Payment statuses** – How Caspen tracks payments and their current state. *** ## **Invoice field reference guide** The following table outlines each key field that appears when creating or editing an invoice, along with what it’s used for. | Field | Definition | | ------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Client** | The person being invoiced. You can select an existing client or add a new one. A client must always be linked to an invoice. | | **Invoice to** |

The contact or organization responsible for paying the invoice (e.g., a plan manager or funding body).

If completed, all invoice communications and payments will be directed to this contact instead of the client.

| | **Practitioner** |

The practitioner providing the service.

This is auto-filled if the invoice is created from an appointment but can be selected manually if creating an invoice that is not linked to an appointment.

This ensures accurate practitioner attribution for compliance and reporting purposes.

| | **Location** | The business location associated with the invoice. This determines the logo and location details shown on the final invoice. | | **Issue date** | The date the invoice is generated or sent. | | **Due date** | The date payment is expected. Automatically calculated based on your invoice preferences but can be adjusted manually. | | **Linked events** |

Displays any appointments, activities, or events linked to the invoice.

Multiple events can be linked to a single invoice.

| | **Invoice number** | The unique identifier assigned to the invoice. Numbers follow your configured invoice numbering sequence (see *Set up invoice preferences*). | ### **Payment Section** These options determine how payments are recorded or requested when finalizing an invoice. | Field | Definition | | ------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Request payment** |

Marks the invoice as Open and ready for payment.

You can email the invoice to the client or contact, and if online payments are enabled, a payment link will automatically be included.

If you choose Request payment but leave the email option unticked, you can record or apply payment later using various options such as existing payments, manual payment methods, new payments etc.

| | **Apply payment** |

Lets you mark the invoice as Paid.

Choose the payment method (e.g., cash, EFT, bank transfer).

| | **Create payment** |

Allows you to charge a card directly using Stripe. You can enter card details manually or use a saved card on the client’s profile.

No charge is processed until the invoice is finalized.

| ### **Additional Options** These fields allow you to customize the appearance and content of your invoice before finalizing it. | Field | Definition | | -------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Invoice template** |

The layout and settings applied to the invoice, including display options such as logo, NDIS number, and formatting.

Templates are managed under Settings → Invoice templates.

| | **Memo** |

Optional text that appears above line items. Commonly used for short notes or payment terms.

A default memo can be set in your invoice template.

| | **Footer** |

Optional text that appears below line items, often used for payment details, disclaimers, or thank-you messages.

A default footer can be set in your invoice template.

| ### **PDF Preview** The PDF preview lets you review how your invoice will appear to clients or contacts before sending. | Field | Definition | | --------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **PDF Preview** |

Displays a live preview of your invoice.

Note: If the invoice spans multiple pages, only the first page will appear in the preview, but the final PDF you can download after finalizing will include all pages with correct formatting.

| *** ## **Invoice statuses** Invoice statuses reflect where an invoice is in its lifecycle, from draft creation to finalization and completion. | Field | Description | | ------------------ | ----------------------------------------------------------------------------------------------------------- | | **Draft** | The invoice has been created but not finalized. It can still be edited or deleted. | | **Open** | The invoice has been finalized and is awaiting payment. It remains **Open** until the full balance is paid. | | **Partially paid** | The invoice has been partially paid. A remaining balance is still due. | | **Paid** | Payment has been received in full. | | **Voided** | The invoice has been canceled and is no longer active. | | **Overdue** | The due date has passed and payment has not been received. | *** ## **Payment statuses** Payment statuses show the current state of any payments applied to an invoice. | Field | Description | | ------------------ | -------------------------------------------------- | | **Paid** | Payment has been received in full. | | **Partial refund** | A portion of the payment has been refunded. | | **Refunded** | The entire payment has been refunded. | | **Void** | The payment has been voided and no longer applies. | If you need more detail on any part of invoicing in Caspen, our support team is always here to help. # Payments Record, apply, and manage client payments, credits, and refunds across invoices. Record and manage payments. Whether manual, online, or applied using an existing payment. You can also void payments, process refunds, issue credit notes, and track payment allocation across invoices in Caspen.
* [Pay an invoice](/using-caspen/billing/payments/pay-an-invoice) - Record and apply invoice payments. * [Add a standalone payment](/using-caspen/billing/payments/add-a-standalone-payment) - Record a payment not linked to an invoice. * [Apply an existing payment to an invoice](/using-caspen/billing/payments/apply-an-existing-payment-to-an-invoice) - Use unallocated payments (money already received) to pay a finalized invoice. * [Refund a payment](/using-caspen/billing/payments/refund-a-payment) - Learn how to process refunds in Caspen. * [Add a credit note](/using-caspen/billing/payments/add-a-credit-note) - Adjust or reduce an invoice balance. * [Void a payment](/using-caspen/billing/payments/void-a-payment) - Learn how to cancel a payment record. * [Add a new payment method](/using-caspen/billing/payments/add-a-new-payment-method) - Set up and manage accepted payment types. * [Unallocated payments explained](/using-caspen/billing/payments/unallocated-payments-explained) - Learn how unallocated payments are created and used in Caspen. # Pay an invoice Learn how to record, apply, and process invoice payments in Caspen. ## Overview Once you finalize an invoice, the status changes to **Open**, meaning payment can now be recorded or received. Payments can be: * Recorded manually (cash, EFTPOS, direct deposit, etc.) * Processed online through Stripe (if Stripe integration is enabled) * Linked to an existing unallocated payment *** ## Before finalizing an invoice While creating or editing an invoice, you can choose how payment will be handled **before** clicking **Finalize invoice**.
**Payment options during invoice creation:** **Request payment**\ Marks the invoice as **Open**, making it ready for the client (or contact) to pay. **Apply payment**\ Record a payment immediately (e.g., cash, EFTPOS). **Create payment (Stripe)**\ Charge a client’s saved or new credit card using Stripe. After selecting your option, click **Finalize invoice**.\ The invoice will update to **Open** or **Paid**, depending on the payment action you chose. *** ## After finalizing an invoice When an invoice is **Open**, you can record or manage payments using the **Pay invoice** button.
**Options under Pay invoice:** **New payment**\ Manually record a full or partial payment (cash, EFTPOS, direct deposit, etc.).\ *Note: You can record multiple partial payments if a client pays in installments.* **Existing payment**\ Apply a previously recorded or unallocated payment from the client’s profile. **Credit card**\ Process a card payment through Stripe (if connected). **Issue credit note**\ Reduce or correct the invoice balance (see [Add a credit note](/using-caspen/billing/payments/add-a-credit-note) for details). *** ## Other Actions **Send invoice**\ Email the invoice directly to your client.\ If Stripe is enabled, the email includes a secure payment link with a **Pay invoice** button. **Copy public link**\ Copy the invoice’s secure link and share it manually with your client (Open the invoice → Actions → Copy public link)*.* > If you use the public link to send the invoice yourself, we recommend marking the invoice as **Sent** so your records stay accurate. You can do this by Opening the invoice → Then clicking Actions → Mark as sent). *** **Note:** Payments automatically sync with **Xero** or **QuickBooks** if those integrations are enabled. *** ## Frequently asked questions
Can I record a split payment? Yes. Split payments are supported. Once the invoice is **finalized**, you can add more than one payment. Each payment reduces the outstanding balance until the invoice is paid in full.
# Add a standalone payment Learn how to record a payment that is not tied to an invoice. ## **Overview** Standalone payments let you record money received from a client that is **not tied to a specific invoice**. This is useful for deposits, bulk payments, prepayments, or general payments taken in advance. When a standalone payment is created, it appears as **Unallocated** until you apply it to one or more invoices. You can add standalone payments from **Billing** or directly from a **client profile**. *** ## **Add a standalone payment** To record a payment that is not linked to an invoice: 1. Go to **Billing** → **Payments** tab. 2. Click **Add payment.**
3. Enter the payment details: * **Client** * **Location** * **Payment date** * **Payment method** * **Amount** * **Description** (optional) 4. Click **Create**.
The payment will appear as **Unallocated** until it is applied to an invoice. *** ## **Where standalone payments appear** Once created, standalone (unallocated) payments appear in: * **Billing** → **Payments.** * The client profile under **Payments.** * The **Pay invoice** → **Existing payment** panel on a finalized invoice. You can apply the payment to one or more invoices at any time.\ See [Apply an existing payment to an invoice](/using-caspen/billing/payments/apply-an-existing-payment-to-an-invoice) for instructions. # Apply an existing payment to an invoice Learn how to use an existing unallocated payment to pay a client’s invoice. ## **Overview** If a client has made a payment that has not yet been used, you can apply it to an invoice once the invoice is **finalized**. *** ## **Apply an existing payment** To apply an existing unallocated payment: 1. Go to **Billing** → **Invoices** and open the invoice (Actions → View, or click the invoice number). 2. Click **Pay invoice** → **Existing payment.**
A list of the client's **unallocated payments** will appear. 3. Enter the amount you want to apply. 4. Click **Apply**.
The applied amount will appear under the **Payments** section of the invoice.

The invoice’s Payments section shows the applied payment and the allocation number.

The **Payments** section shows the payment and the allocation number. *** ## How allocations work When a payment is applied to an invoice: * The invoice displays the payment with an allocation number * Clicking the allocation number opens the **Allocation** screen * From the Allocation screen, click **Allocated from payment** number to open the original payment record The Allocation screen shows:

The Allocation screen displays the allocated amount, allocated from payment, and allocated to invoice.

* **Allocated amount** (how much was applied) * **Allocated from payment** (the payment the money came from) * **Allocated to invoice** (the invoice the money was applied to) In the payment record:

The payment record shows the amount marked as Allocated and lists the invoices it was applied to.

* The payment shows an **Allocated** amount * The **invoices** that received the payment are listed * The payment and invoice link to each other for easy tracking This is especially useful when: * One payment is split across multiple invoices * Reviewing which invoices were paid using a prepayment or bulk payment *** ## **How to unlink an allocation** Payment allocations can only be removed from the **Allocation** screen. To unlink an allocation: 1. Click the **allocation number** on the invoice. 2. On the Allocation screen, click **Delete**. The allocation will be removed, and the amount will return to **Unallocated** in the payment record. # Refund a payment Learn how to process refunds in Caspen. ## Overview Payments must be **unallocated** before they can be refunded.\ If a payment is still linked to an invoice, you must remove the allocation first. *** ## **How to refund a payment** ### **Step 1: Unlink the payment (if it is allocated to an invoice)** > If the payment is **already unallocated** (e.g., a standalone payment), you can skip this step and go straight to **Step 2**. 1. Open the invoice that contains the payment. 2. Under the **Payments** section on the invoice, click the **allocation number**.
3. On the **Allocation** screen, click **Delete**.
Once unlinked, the payment is removed from the invoice and marked as **Unallocated** on the payment record. You can then open the payment and issue the refund. ### **Step 2: Refund the payment** 1. Go to **Billing** → **Payments** and open the payment record (or open it from the client profile). 2. Click **Actions** → **Refund payment**.
3. Enter the **Refund amount**, **Refund date**, and optional **Description**. 4. Click **Refund**.
*** ## **What happens after refunding** * The refunded amount is recorded in the payment’s history. * The payment remains visible for audit and reporting purposes. * Refunded amounts appear as **Allocated**, indicating the refunded portion has been finalized and cannot be applied to invoices.
*** ## Frequently asked questions
Can I refund a partial amount? Yes. When creating a refund, you can enter any amount up to the total unallocated balance of the payment.
Why can’t I see the Refund option on an invoice? The Refund button only appears once the payment is unallocated. If it is linked to an invoice, delete the allocation first.
What happens when I delete a payment allocation? Deleting an allocation removes the link between the payment and invoice, returning the funds to the client’s unallocated balance.
Can I reapply a refunded payment? No. Once a payment has been refunded, it cannot be reused or reallocated to another invoice. You will need to create a new payment.
Where can I find refunded payments? Refunded payments remain listed under Billing → Payments and include full refund details in the payment record. You can also see the status (“Refunded” or “Partially refunded”) at a glance directly in the Payments table.
# Void a payment Learn how to cancel a standalone payment or a payment attached to an invoice. ## **Overview** {% hint style="warning" %} **Note:** Voiding a payment in Caspen does *not* refund the client. {% endhint %} Voiding a payment permanently marks it as **Void**, keeping a record for audit purposes while removing it from the client’s account balance and billing totals.\ \ Use voiding only for payments recorded in error or transactions that need to be canceled entirely. Once voided, a payment **cannot be undone, edited, or reallocated** to an invoice. *** ## **Before you void a payment** Before voiding a payment, check the following: * You can only void **unallocated** payments (not linked to an invoice). * If the payment is allocated to an invoice, you must **unlink the allocation first**. * Voiding does not delete the payment. The record remains visible for reporting and audit history. *** ## Choose the right steps * **Unallocated payment (not linked to an invoice):** follow [How to void a payment](#how-to-void-a-payment). * **Payment linked to an invoice:** follow [How to void a payment linked to an invoice](#how-to-void-a-payment-linked-to-an-invoice) (unlink it first). *** ## **How to void a payment** 1. Go to **Billing** → **Payments**. 2. Find and open the payment you want to void (**Actions** → **View**, or click the payment number). 3. Click **Actions** → **Void payment**.
**After you click Void payment:** * The payment status updates to **Void**. * The amount is removed from the client’s account balance. * The payment record remains listed in your Payments list for reporting and audit history. *** ## **How to void a payment linked to an invoice** If the payment is linked to an invoice, it must be unlinked before it can be voided. 1. Open the invoice and, under the **Payments** section, click the **payment allocation link** for the payment you want to void.
2. On the Allocation screen, click **Delete** to unlink the payment.
3. Return to **Billing** → **Payments** (or open the payment from the client’s profile). 4. Click **Actions** → **Void payment** and confirm.
**After you click Void payment:** * The **invoice balance updates** to reflect that the payment was removed. * The payment record remains visible but is marked as **Void**. *** ## Frequently asked questions
Can I unvoid a payment? No. Once a payment is voided, it cannot be undone or edited within Caspen. You can, however, record a new payment if required.
Does voiding a payment affect linked invoices? When a payment linked to an invoice is **unlinked**, the invoice balance automatically updates to show the outstanding amount.\ The payment then becomes separate from the invoice and returns to an unallocated state in the client’s payments list. Voiding the payment itself does **not** affect the invoice. Only unlinking the payment changes the invoice balance.
# Add a credit note Learn how to issue a credit note to adjust or reduce an invoice amount in Caspen. ## Overview A credit note is issued when you need to reduce the amount due on a specific invoice.\ Typical reasons include correcting an error, removing a line item, or applying a goodwill adjustment. A credit note updates the *selected invoice only*. It does **not** create general account credit for later use. You can only create a credit note for invoices that are **not fully paid**. {% hint style="warning" %} **Important:** Once a credit note is associated with an invoice, that invoice can no longer be edited. To make further changes, you will need to void the credit note. {% endhint %} *** ## How to issue a credit note 1. Open the invoice from the client profile or **Billing** → **Invoices**. 2. Click **Pay invoice** → **Issue credit note**.
3. Enter a clear **Reason**. 4. Under **Items to credit**, select the lines and adjust quantities or amounts as needed. 5. Click **Issue credit note**.
The invoice balance is reduced immediately, and the credit note is listed on the invoice (as shown below).
*** #### Tax and accounting * With **tax exclusive** settings, tax is calculated on the credited amount after the credit note is issued. * With **tax inclusive** settings, the amount you enter already includes the tax portion. *** #### Integrations * With **Xero** connected, Caspen creates a matching credit note in Xero. * With **QuickBooks** connected, Caspen creates a matching credit note (listed as an “**Adjustment Note**” in QuickBooks) in QuickBooks. *** ## Frequently asked questions
Can I issue a credit note for a fully paid invoice? No. The invoice must have an outstanding balance. If the invoice is fully paid, you’ll need to **unlink or delete the payment first** to make the invoice editable. Note: Always check your accounting or compliance requirements before adjusting paid invoices.
Can I edit an invoice after I apply a credit note? No. Once a credit note is linked, the invoice is locked. If you need to make changes: * **Invoice not fully paid:** Void the credit note, revert the invoice to draft, make your edits, then reissue the credit note if needed. * **Invoice fully paid:** You cannot void the credit note on a fully paid invoice.
# Add a new payment method Learn how to set up payment methods to allocate payments such as cash, cheque, credit card and more. ## Overview Caspen uses payment methods to record how payments are made, such as cash, credit card, or direct deposit. You must have at least one payment method to record payments. If you use accounting integrations like **Xero** or **QuickBooks**, those systems rely on your configured payment types for accurate syncing. By default, Caspen includes common options such as: * Credit card * EFTPOS * Cash * Direct deposit * Cheque You can view and manage your payment methods at any time in **Settings** → **Payment methods**. *** ## Add a new payment method 1. Go to **Settings** → **Payment methods**. 2. Click **Add payment method**.
3. In the **New payment method** window: * Enter a **Name** (for example: *Bank Transfer* or *PayPal*). * Choose a **Type** (select **Other** if it does not fit existing types). * Click **Create** to save your new payment method.
Your new payment method will now appear in the payment dropdown when recording payments on invoices. You can edit the name of an existing payment method at any time. To rename a method, click **Actions** → **Edit**, update the name, and click **Save**.
# Unallocated payments explained A guide to how unallocated payments are created and managed in Caspen. ## **Overview** Unallocated payments represent money you have received from a client that has not yet been applied to any invoice. These payments remain on the client’s account until you decide to allocate them. This allows accurate tracking of **prepayments, deposits, bulk payments, and overpayments**. *** ## **How unallocated payments are created** Unallocated payments can be created in two ways: #### **1. Overpayments on an invoice** If a staff member manually records a payment **greater than the invoice total**, the extra amount becomes an **unallocated payment** on the client’s account.\ Clients cannot overpay through online payment methods. Overpayments can only occur when recorded by a team member. #### **2. Standalone payments** Standalone payments recorded without linking to an invoice automatically remain unallocated until you choose to use them. *** ## **Where unallocated payments appear** You can view unallocated payments in three places: * On the **client profile** under **Payments** * **Billing** → **Payments** * In **Pay invoice** → **Existing payment** when paying a finalized invoice Unallocated payments can be applied to one or more invoices at any time. *** ## **Using unallocated payments** Unallocated payments can be manually applied to invoices.\ See [Apply an existing payment to an invoice](/using-caspen/billing/payments/apply-an-existing-payment-to-an-invoice) for details. *** ## **Important distinction** Unallocated payments are *not* the same as credit notes. * **Unallocated payments** = money you have received but have not yet applied to an invoice. * **Credit notes** = adjustments that reduce or correct an invoice total. See [Add a credit note](/using-caspen/billing/payments/add-a-credit-note). Keeping these separate ensures clear financial records and accurate reporting. *** ## Need help? We’re here to make billing simple. If you have questions, we’re always happy to assist.\ Reach out to our support team in Caspen by going to **Support** → **Contact support**, then send us a message. # Catalog Set up services and activities, create packages, and manage products and stock. ### Catalog Overview The Catalog holds everything your business offers. Add services and activities, build packages, and manage inventory and products. {% hint style="warning" %} **Before you begin: services vs activities** * **Appointments (services):** For client-facing services including telehealth appointments. * **Activities:** For non-face-to-face work like report writing or billable communications. * Appointments send client notifications. Activities do not. {% endhint %} ### Services
* [Service categories](/using-caspen/catalog/services/service-categories) - Create, edit or archive a category. * [Add a service](/using-caspen/catalog/services/add-a-service) - Create a new service in your catalog. * [Edit a service ](/using-caspen/catalog/services/edit-a-service)- Edit the details of a service. * [Archive a service](/using-caspen/catalog/services/archive-a-service) - Remove a service from your catalog. * [Add buffer times to services](/using-caspen/catalog/services/add-buffer-times-to-services) - Set before and after buffers to allow for extra time around appointments. ### Activities
* [Activity categories](/using-caspen/catalog/activities/activity-categories) - Create, edit or archive a category. * [Add an activity](/using-caspen/catalog/activities/add-an-activity) - Create a new activity in your catalog. * [Edit an activity](/using-caspen/catalog/activities/edit-an-activity) - Edit the details of an activity. * [Archive an activity ](/using-caspen/catalog/activities/archive-an-activity)- Remove an activity from your catalog. ### Packages
* [Add a package](/using-caspen/catalog/packages/add-a-package) - Create a new package in your catalog. * [Add a package to a client](/using-caspen/catalog/packages/assign-a-package-to-a-client) - Apply a package to a client so appointments can use its credits. * [Edit a package ](/using-caspen/catalog/packages/edit-a-package)- Update the name, price, credits, included services, or expiry rules. * [Archive a package](/using-caspen/catalog/packages/archive-a-package) - Remove a package from your catalog so it cannot be sold again. ### Products
For full details on products, stock tracking, and adjustments, see[ Inventory & Products](/using-caspen/inventory-and-products).
### FAQs
Can I change the duration of a service when booking? Yes. You can override the default and set the duration you need when booking.
When should I use an appointment instead of an activity? Use an appointment for client-facing sessions (for example, telehealth or consultations). Use an activity for internal or non-face-to-face tasks such as report writing.
# Services Set up and manage services for client appointments. Use services for anything you book with a client (in-person or telehealth). Services appear in the calendar, can send notifications, and can be offered online. Need to record work done away from the client? Use [Activities](/using-caspen/catalog/activities).
* [Service categories](/using-caspen/catalog/services/service-categories) - Create, edit or archive a category. * [Add a service](/using-caspen/catalog/services/add-a-service) - Create a new service in your catalog. * [Edit a service ](/using-caspen/catalog/services/edit-a-service)- Edit the details of a service. * [Archive a service](/using-caspen/catalog/services/archive-a-service) - Remove a service from your catalog. * [Add buffer times to services](/using-caspen/catalog/services/add-buffer-times-to-services) - Set before and after buffers to allow extra time around appointments. {% hint style="info" %} **Tip:** Add a category first so services inherit a calendar color. {% endhint %} # Service categories Learn how to add categories for services in Caspen. ## Overview Categories help you organize services and assign colors so they are easier to scan in lists and in the calendar. Categories also help structure your online bookings by grouping services for clients when they book. *** ## How to add a category 1. Go to **Catalog** → **Services**.
2. Click **Add category**.
3. **Enter the details**, then choose a **Calendar color** (See category field reference below).
4. **Click Create**. Your new category appears in the list and is ready to use for services.
*** ### Category field reference | Field | Description | | ---------------------- | ----------------------------------------------------------------------------------------------------------------------------------- | | Name |

The category name shown in lists and menus.

Examples: Consultations, Counselling, Chiropractor, Physiotherapy.

| | Calendar color | The color services in this category use on the calendar. | | Description (optional) | Internal note about how this category is used. | *** ### How category calendar colours work **How it works** * Services inherit their category color in the calendar. * If you change a category’s color later, all services in that category update to the new color. **Why it helps**\ Colors make it easy to scan your calendar and lists. Use distinct colours for each service category (for example: Consultations = blue, Women’s Health = green). **Example (set a category colour):**\ **Actions** → **Edit category** → **Calendar color** → select **Blue** → **Save**.

Edit category with the colour picker (blue selected).

**Where you’ll see it** * **Services list:** *Initial consultation* and *Follow-up consultation* show in blue because they belong to the **Consultations** category. * **Calendar:** Those services appear in blue on the calendar.

Services list using the Consultations category color (blue).

Calendar events using the Consultations category color (blue).

*** ## Edit a service category 1. Go to **Catalog** → **Services**. 2. Find the category, click **Actions** → **Edit category**.

Example: Selecting Edit category for Consultations.

3. Update the **Name**, **Calendar colour**, or **Description**, then click **Save**. *** ## Archive a service category {% hint style="info" %} **Note:** You can only archive an empty category. Reassign or archive its services first. {% endhint %} 1. Go to **Catalog** → **Services**. 2. Find the category, click **Actions** → **Archive category**. The category is then removed from the Services list. *** ## Frequently asked questions
Can I archive a category with services grouped under it? Yes, but you must move or archive those services first. Reassign the services to another category (or archive them), then archive the category.
Do activities follow the same category colour rule as services? Yes, activities inherit their category colour, just like services.

# Add a service Learn how to add your services in Caspen. ## **Before you begin** {% hint style="warning" %} **Services vs Activities** * **Appointments (Services):** For client-facing services, including telehealth appointments. * **Activities:** For non-face-to-face service work done away from clients like report writing or billable communications. **Note:** * Appointments send client notifications. Activities do not. * Appointments appear in online bookings. Activities do not. {% endhint %} ## How to add a service 1. Go to **Catalog** → **Services**
2\. Click **Add service**.
3. **Enter the service details** (see **Service field reference** below).
4. Click **Create.** The new service appears in the services list.
{% hint style="info" %} **Tip:** Assign the service to at least one **location** and **practitioner** so it can be scheduled in your calendar. {% endhint %} *** ### Service field reference | Field | Description | | ---------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Name | The service name shown in the calendar (for appointments), online bookings, invoices, and reports. Visible to staff and clients. | | Item code | Internal or funding reference. | | Category | Select the category this service belongs to; used for grouping services. Examples: Consultations, Physiotherapy, Naturopathy. | | Duration | Appointment length in minutes. | | Buffers |

Use a buffer when you need extra time before or after the appointment.

| | Price |

The amount you charge. Choose Fixed or Hour.

| | Tax rate | The tax that applies to this service. | | Appointment notification set |

Choose the notification set for this service; leave blank to use the account default.

A set can include confirmations, reschedules, cancellations, and reminders.

| | Practitioners | Select who can provide this service. | | Locations | Select where this service is offered. | {% hint style="info" %} #### **Price** Enter prices according to your **account tax setting**: * **Prices exclude tax:** enter the price without tax. Tax is added on the invoice. * **Prices include tax:** enter the price with tax. The tax portion is shown on the invoice.
See **Settings** → **Taxes** to change the account tax setting. \ **Note:** This is separate from the **Tax rate** on the service, which sets which rate (for example **10 percent** or **tax free**) to apply on the invoice. {% endhint %} *** #### Quick add from a category You can also add a service from a category: **Actions → Add new service**. This opens the same form with **Category** prefilled.
## Frequently asked questions
How do I change the color of my service in the calendar? Services use their category color. To change it, go to Services → Categories, open Actions → Edit category, choose a color, and save.
How do I show item codes on invoices? Enable the Item code column in your invoice template.
What if I do not enable item codes on invoices? Item codes remain internal and will not appear on invoices.
# Edit a service Learn how to update an existing service in Caspen. ## Edit a service 1. Go to **Catalog** → **Services**.
2. Find the service, then click **Actions** → **Edit service.**
3. Update the fields you need, then Click **Save**. **After you save** * The service is updated in your catalog with the new settings. * New bookings use the updated details. * Existing bookings do not change. Review any already scheduled appointments if needed. # Archive a service Learn how to remove a service from active use. ## Archive a service 1. Go to **Catalogue** → **Services**.
2. Find the service, then click **Actions** → **Archive service**.
**What happens next** * The service is removed from the **Services** list. * It no longer appears in search or selection menus. * You cannot schedule new appointments with it or add it to new invoices. * It is removed from online bookings. * Existing appointments and past invoices stay as they are. # Add buffer times to services Learn how to add buffer time to individual services and appointments. ## How buffers work If you need extra time before or after your appointment, you can set **buffer times**. This time is blocked in your calendar and in online bookings to prevent back-to-back clashes and to reflect the real time needed. Buffers do not overlap existing calendar events, so bookings respect any buffer you set. The client is not present during buffer time. In the calendar, the service duration **plus** **buffers** is all blocked for the practitioner. * **Buffer before:** Minutes reserved before the start (e.g. setup or preparation). * **Buffer after:** Minutes reserved after the end (e.g. notes, clean up, or admin).

Calendar showing buffer before and buffer after on appointments.

{% hint style="info" %} **Tip:** Use buffers on longer or admin-heavy services to keep your day realistic and avoid overruns. {% endhint %} *** ## How to add a buffer time 1. Go to **Catalog** → **Services**.
2. Open the service, then click **Actions** → **Edit service**.
3. In **Pricing & Duration**, set **Buffer before** and/or **Buffer after**.
4. Click **Save**. The calendar and online bookings now respect the buffer time for this service. **Buffer options:** 0 min, 15 min, 30 min, 45 min, 1 h, 1 h 15 min, 1 h 30 min, 1 h 45 min, 2 h. \ *Setting **0 min** means no buffer.* **Example:** A 45-minute service with 15 min buffer before and 15 min buffer after blocks **75 minutes** in the calendar. *** ## Change or remove buffers 1. Go to **Catalog** → **Services**. 2. Open the service, then click **Actions** → **Edit service**. 3. **Adjust the buffer fields** (set to **0 min** to remove). 4. Click **Save** to apply changes. # Activities Set up and manage activities for work done away from the client. Use activities for non-face-to-face work (for example, report writing, billable communications).\ Activities do not send client notifications and are not offered in online bookings. Need something clients can book? Use [**Services**](/using-caspen/catalog/services).
* [Activity categories](/using-caspen/catalog/activities/activity-categories) - Create, edit or archive a category. * [Add an activity](/using-caspen/catalog/activities/add-an-activity) - Create a new activity in your catalog. * [Edit an activity](/using-caspen/catalog/activities/edit-an-activity) - Edit the details of an activity. * [Archive an activity ](/using-caspen/catalog/activities/archive-an-activity)- Remove an activity from your catalog. {% hint style="info" %} **Tip:** Create categories first to keep your activity list organized. {% endhint %} # Activity categories Learn how to add categories for activities in Caspen. ## How to add a category 1. Go to **Catalog** → **Activities** tab. 2. Click **Add category**.
3. Enter the details**,** then click **Create**.
*** ### Category field reference | Field | Description | | -------------- | --------------------------------------------------------------------------------------------------------------------- | | Name |

The category name shown in lists and menus.

Examples: Reports, Case Notes, Admin, Communications.

| | Calendar color | The color activities in this category use on the calendar. | | Description | Internal note about how this category is used. | *** ### How calendar colours work **How it works** * Activities inherit their category color in the calendar. * If you change a category’s color later, all activities in that category update to the new color. **Why it helps**\ Color coding makes it faster to scan lists and the calendar. Use distinct colors for each activity category (for example: Non-clinical tasks = yellow). **Example: set a category color**\ **Actions → Edit category → Calendar color → select yellow → Save.**
**Where you’ll see it** * **Activities list:** Activities in the **Non-clinical tasks** category show in yellow. * **Calendar:** Those activities appear in yellow on the calendar.

Activities list using the Non-clinical category color (yellow).

Calendar event using the Non-clinical category color (yellow).

*** ## Edit an activity category 1. Go to **Catalog** → **Activities**. 2. Find the category, then click **Actions** → **Edit category**. 3. Update the **Name**, **Calendar color**, or **Description**, then click **Save**. *** ## Archive an activity category {% hint style="info" %} **Note:** You can only archive an empty category. Reassign or archive its activities first. {% endhint %} 1. Go to **Catalog** → **Activities**. 2. Find the category, click **Actions** → **Archive category**. It is now removed from the Activities list. # Add an activity Learn how to add activities to your catalog in Caspen. {% hint style="info" %} What are Activities? Activities are non face-to-face items (e.g., report writing, case notes, billable communications). They do not send client notifications and are not shown in online bookings. {% endhint %} ## How to add an activity 1. Go to **Catalog** → **Activities**, then click **Add activity**.
2. Enter the details (see **Activity fields reference** below).
3. Click **Create**.
The activity appears in your catalog and can be scheduled in your calendar for the practitioners and locations you selected (and added to invoices if needed). {% hint style="info" %} **Tip:** Assign at least one **location** and **practitioner** so the activity can be scheduled. {% endhint %} *** ### Activity field reference | Field | Description | | ------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Name | The activity name shown in the calendar and on invoices where applicable. | | Item code | Internal or funding reference. | | Category | The category this activity belongs to. Used for grouping and color. | | NDIS code | Australia-specific NDIS related funding code. If not applicable, leave blank. | | Duration | Length in minutes. | | Price |

The amount you charge. Either Fixed or Hourly.

| | Tax rate | The tax that applies to this activity. | | Practitioners | Who can perform this activity. | | Locations | Where this activity is recorded. | {% hint style="info" %} #### Entering the price Enter prices according to your **account tax setting**: * **Prices exclude tax:** enter the price without tax; tax is added on the invoice. * **Prices include tax:** enter the price with tax; the tax portion is shown on the invoice.
See **Settings** → **Taxes** to change the account tax setting. \ **Note:** This is separate from the activity’s **Tax rate**, which sets which rate (for example 10 percent or tax free) to apply on the invoice. {% endhint %} *** #### Quick add from a category You can also add an activity from a category: **Actions → Add new activity**. This opens the same form with **Category** prefilled.
*** ## Frequently asked questions
Do activities send client notifications? No. Activities do not send client notifications.
Can activities appear on invoices? Yes. If you add an activity to an invoice, its name, price, and item code (where enabled) will appear like other billable items.
What if I do not use NDIS? Leave **NDIS code** blank. It is only relevant for Australian NDIS billing.

# Edit an activity Learn how to update an existing activity in Caspen. ## Edit an activity 1. Go to **Catalog** → **Activities.**
2. Find the activity, then click **Actions** → **Edit activity**.
3. Update the fields you need, then Click **Save**. **After you save:** * The activity is updated in your catalog with the new settings. * New activity entries use the updated details. # Archive an activity Remove an activity from the list and future use. ## Archive an activity 1. Go to **Catalog** → **Activities**.
2. Find the activity, then click **Actions** → **Archive activity**.
**What happens next** * The activity is hidden from the **Activities** list. * It no longer appears in search or selection menus. * You cannot schedule new entries or add it to invoices. * Existing records and past invoices stay as they are. # Packages Set up and manage packages (prepaid credits for services). Use packages to sell bundles of sessions at a fixed price. Assign a package to a client so linked appointments use its credits.
* [Add a package](/using-caspen/catalog/packages/add-a-package) - Create a new package in your catalog. * [Assign a package to a client](/using-caspen/catalog/packages/assign-a-package-to-a-client) - Apply a package to a client so appointments can use its credits. * [Edit a package ](/using-caspen/catalog/packages/edit-a-package)- Update the name, price, credits, included services, or expiry rules. * [Archive a package](/using-caspen/catalog/packages/archive-a-package) - Remove a package from your catalog so it cannot be sold again. # Add a package Learn how to create a package by bundling your services into a set of credits sold for a single price. ## Packages overview Packages bundle credits for one or more services and sell them for a single price. * **Credits:** 1 credit equals 1 use of an included service. * **Service mix:** Credits can be **flexible** across selected services or **fixed** per service (for example: *1 initial consultation* and *3 follow ups*). * **Expiry (optional):** Set a period after which unused credits cannot be used. * **Tracking:** When a package is assigned to a client, any appointment that uses the package deducts credits and appears on the client’s package record (usage and linked appointments). *** ## How to add a package 1. Go to **Catalog** → **Packages** tab.
2. Click **Add package**.
3. Enter the details (see **Package field reference** below), then click **Create**.
{% hint style="success" %} The package appears on the Packages list and can be added to a client. {% endhint %} *** ### Package field reference | Field | Description | | -------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Name | The name of the package. | | Description |

Short summary of what’s included or key information.


Internal only. Shows on the client’s package after you assign it.

| | Credits | Total number of uses in the package. | | Amount |

Price for the whole package.

Enter it the same way your Account tax setting expects (with or without tax).

| | Tax rate | The tax that applies to this package. | | Add service | Select one or more services the credits can be used for. | | Define quantities |

Credit allocation \[flexible vs fixed]

| | This package expires |

Turn on if you want to set an expiry period (e.g., client must use package within 12 months).

After expiry, remaining credits cannot be used.

| {% hint style="info" %} #### Entering the amount Enter amounts the same way your **account tax setting** expects: * **Prices exclude tax:** enter the amount without tax. Tax is added on the invoice. * **Prices include tax:** enter the amount with tax. The tax portion is shown on the invoice.
See **Settings** → **Taxes** to change the account tax setting. {% endhint %} *** ## Package states After you assign a package to a client, it shows a status badge. | State | What it means | | --------- | ------------------------------------------------------------- | | Active | Assigned to a client, not expired, and has remaining credits. | | Completed | All credits have been used (or marked complete). | | Expired | The expiry date has passed. Remaining credits cannot be used. | | Canceled |

Manually canceled.

Credits are no longer valid.

| *** ## What to do next * After you create a package, **add it to a client**. See [Assign a package to a client](/using-caspen/catalog/packages/assign-a-package-to-a-client) for details. *** ## Frequently asked questions
Can I include multiple services in one package? Yes. Add as many services as you like. Credits can be flexible across those services or fixed per service.
What does “Define quantities” do? * **Off (flexible):** Credits are shared across all selected services. * **Onn (fixed):** You set how many of each service is included (e.g., 1 x Initial, 2 x Follow-up).
Can I change a package after I have created it? You can edit a package in the catalog. For major changes (like service mix or credit rules), it is best practice to create a new package to avoid confusion.
How are credits deducted? When a package service is used (e.g., booked), the matching credit is reduced by one, or by the defined quantity for that service.
What happens when a client runs out of credits? They cannot use the package again until more credits are purchased. You can sell another package or use standard billing.
Do packages expire? Expiry is optional. If enabled, remaining credits cannot be used after the expiry date.

# Assign a package to a client Learn how to add an existing package to a client so credits can be used when you book an appointment. ## How to assign a package to a client {% hint style="warning" %} **First time with packages?**\ If you don't have any packages set up yet, **create a package in your catalog** first, then **assign it to a client**. **Create a package** → [**Add a package**](/using-caspen/catalog/packages/add-a-package)**.** {% endhint %} 1. Go to **Clients**, search and open the client (click their name or **Actions** → **View**).
2. In the **Overview** tab, find the **Packages** section, then click **Create package**.
3. Select a package from the list (you’ll see price, credits, services, and expiry), then click **Create** to assign it to the client.
4. (*Optional*) A **Create invoice for package** window opens. Choose **Practitioner** and **Location**, then click **Create** to generate the invoice or click **Cancel** to skip and invoice later.
**After assignment you will see:** * **Status:** Active, Completed, Expired, Canceled. * **Usage:** Credits, Consumed, Remaining, Expires. * **Available services** for this package. * **Any linked appointments** and **invoices**.
#### Find the package later You can view a client package from their profile, go to **Overview → Packages**. Click **View** on the row to open the package.
*** ## Use a package when booking 1. Open **Calendar** → **Create appointment** and choose the **Client**. 2. If the client has eligible packages, a green banner shows “**X package matches — View**”. * *X = the number of the client’s **eligible** packages (Active, not Expired or Canceled).* 3. Click **View**.
4. In the **Link package** popup screen, select the **package**, then choose the **Service** it covers. * *For fixed packages, you will see the remaining allowance for that service (e.g., 0 of 3 used). For flexible packages, there is no per service allowance shown. Remaining credits are shown at the package level.*
5. Complete the appointment details and click **Create appointment**.
**Result:** * One credit is consumed from the selected package (per the package rules). * The appointment information panel shows **Linked to package:** **\[Package name]** to confirm the booking uses that package (shown below).

Appointment panel showing Linked package: Physio Starter Pack (5 sessions).

*** ## Invoice a package You can: * Invoice the package **when you assign it**, or * Invoice later from the client profile: open the package and click **Create invoice**.
*** ## Unlink an appointment from a package {% hint style="info" %} After unlinking, the appointment will not use a package credit. To link a different package, unlink the current one first. If a matching client package exists, a **Package matches** banner appears at the top of the appointment panel so you can select it. {% endhint %} 1. Open **Calendar** and click the appointment. 2. In the appointment information panel, click **Edit details**. 3. At the top, find **Linked to package \[package name]** and click the **X** to remove the link.
4. Click **Update appointment**. *** **Tips:** * **Fixed vs flexible:** Fixed packages show per-service allowances (e.g., 0 of 3 used). Flexible packages draw from a shared credits pool. * **Not seeing a package?** It may be **Completed**, **Expired**, or **Canceled**. *** ## Frequently asked questions
Can I take a deposit for a package? Yes. Create the client package and finalise its invoice. On the invoice, select Pay invoice, choose a payment method, and enter a deposit. Caspen records a part payment and leaves the remaining balance open. Need a hand? Reach out to us and we’ll walk you through it.
What happens when a package expires? The package is marked Expired. Any remaining credits can’t be used and won’t show as a match when booking.
How do I see remaining credits for a client? Go to Clients → open the client → Overview → Packages. Find the package and click View to see Remaining credits and Expiry.
What if I want to bill for something else after I have created the invoice? * If the invoice is in draft, open it and add the extra items, then save or finalize. * If the invoice is finalized, create a new invoice for the additional charges.
Can I use repeating appointments with packages? No. Packages can’t be applied to repeating appointments. Book each appointment separately to use package credits.
Can clients book packages online? Not at this stage. Most practices discuss packages with clients before purchase. If online package sales would help your practice, please let our team know.
\
# Edit a package Learn how to edit a package you offer in your catalog. ## Edit a package If you want to edit a package that you offer: 1. Go to **Catalog** → **Packages** tab.
2. Find the package, then click **Actions** → **Edit package**.
3. Update the fields you need (for example: Name, Description, Credits, Amount, Tax rate, Included services, Define quantities, Expiry). 4. Click **Save**. **After you save:** * Edits apply to new client packages created from this package. * Existing client packages are not changed and keep their current usage history. {% hint style="info" %} **Tip:** For major changes (e.g., different service mix or pricing), it’s best to create a new package and archive the old one to avoid confusion. {% endhint %} \
# Archive a package Learn how to remove a package from your catalog so it cannot be sold or assigned again. ## **How to archive a package** 1. Go to **Catalog** → **Packages** tab. 2. Find the package, then click **Actions** → **Archive package**.
**What happens** * The package is removed from the catalog and cannot be selected, edited, or assigned again. * It no longer appears in search or selection menus. * Any packages already assigned to clients are not affected. Their status and usage remain visible, but you cannot create new client packages from the archived template. # Contacts Learn how to add and manage contacts for your clinic. Keep your contact network organized with Caspen. Add referrers, plan managers, insurers, employers, and other third parties so you can send letters and invoices, link them to clients as referrers or referral sources and assign them to cases.
* [Add a contact](/using-caspen/contacts/add-a-contact) - Create a new contact. * [View a contact](/using-caspen/contacts/view-a-contact) - Open and review the contact’s profile. * [Edit a contact ](/using-caspen/contacts/edit-a-contact)- Update contact details. * [Archive a Contact](/using-caspen/contacts/archive-a-contact) - Move a contact to **Archived** or restore it to **Active**. {% hint style="info" %} *Who is a contact?* A contact is a person or organization connected to your clinic or a client, but not a patient themselves. Examples include a referring GP or specialist, a plan manager or insurer, a funding body, an employer, or another provider you share information with. {% endhint %}
# Add a contact Learn how to add new contacts to send invoices, letters and assign cases. ## Add a contact 1. Go to **Contacts** and click **Add contact**.
2. Enter the contact details (see **Contact field reference** below). 3. Click **Save.** The new contact will be **added to your Contacts table**.
*** ## Contact field reference | Field | Description | | -------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Type |

Classifies the contact.

| | Title | Title the contact prefers to be addressed by (e.g., Dr, Mr, Mrs, Ms, Miss, Mx). | | Name | Contact’s full legal name (first and last name). | | Preferred name | The name the contact prefers to be called. | | Profession | The contact’s role or discipline (e.g. GP, physiotherapist). | | Company | Employer or organisation the contact works for. | | Email | Address used for messages and documents (e.g. letters, invoices). Use a valid email to enable outbound communications. | | Phone numbers | Phone number(s) for the contact (you can add direct and office lines). | | Address | Postal or street address for correspondence. | | Notes | Any additional context relevant to this contact (e.g., best time to call, admin preferences). Displayed on the contact profile only. |
# View a contact Learn how to view contacts in Caspen. ## View a contact 1. Go to **Contacts**. 2. Find the contact (search or scroll), then click the name or **Actions** → **View**.
*** ## Contact profile overview When you open a contact, you will see their full profile. This page brings together everything linked to that contact, including details, notes, invoices, and associated cases.
**Details panel** Shows the contact’s key information on the left side, including type, name, preferred name, profession, company, email, phone and address. Click **Edit contact** to update any field. **Notes** Add or review notes about this contact (e.g., communication preferences, admin details or context from previous interactions). Notes appear on the contact profile only.\ **To add a note:** Click **Edit contact**, enter your note in **Notes**, then click **Save**. **Invoices** View all invoices linked to this contact, including their status, issue and due dates. Click **View** to open an invoice or **Create** to add a new one. **Cases** Lists any cases linked to this contact, showing usage, status, practitioner, and expiry dates. Click **View** to open a case. If no cases are linked, this section shows **No cases**. # Edit a contact Learn how to edit or update a contact's details in Caspen. ## Edit a contact 1. Go to **Contacts**. 2. Find the contact (search or scroll), then click the name or **Actions** → **View**.
3. Click **Edit contact**.
4. Update the details, then click **Save**.
# Archive a contact Learn how to archive and restore a contact in Caspen. ## Archive a Contact 1. Go to **Contacts**. 2. Find the contact you want to archive and select **Actions** → **Archive**.
**Result:**\ The contact moves to the **Archived** tab and is hidden from the **Active** list. *** ## **Restore an archived contact** 1. Go to **Contacts**, click the **Archived** tab.
2. Find the contact and select **Actions** → **Restore**.
**Result:**\ The contact returns to the **Active** list. You can view the contact under the **Active** tab.
# Tasks Learn how to create, schedule, prioritize, and complete tasks to stay organized. ## Overview The Tasks page gives you a complete view of your to-do list. You can: * Add and edit tasks. * Set due dates and priorities. * Reorder tasks by dragging. * Mark tasks as complete. * Review overdue, upcoming, and unscheduled work. Tasks are **private to you** and are not visible to other users. To open the Tasks page: * Go to **Tasks** in the left navigation, or * From the Dashboard, select **View all** in the **Today’s tasks** panel.
### Tabs explained The table below explains what each Tasks tab shows, working from left to right. | Tab | What it shows | | --------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | **Unscheduled** |

Shows tasks without a due date.

Good for general reminders or work that isn’t tied to a specific day or due date.

| | **Today** |

Lists all tasks due today, plus any overdue ones grouped above today’s list.
Overdue tasks display in red, with the number of days overdue.

| | **Upcoming** | Shows tasks due within the next six months, organized by date. | | **Completed** | Displays tasks you have marked as complete. Visible for the current day and the past 14 days. | *** ## Add a new task To add tasks for specific dates: 1. Go to **Tasks**. 2. Select the tab where you want the task to appear: * **Unscheduled** → for no due date. * **Upcoming** → choose a date section. * **Today** → if due today. 3. Click **+ Add task.**
4. Complete the task details. * Enter a title and description. * Choose a priority if needed (Priority 1–3 or No Priority). 5. Click **Add task** to create your new task.
*** ## Edit a task To update any task: 1. Click anywhere on the task (except the circle checkbox).
2. Update the title, description, due date, or priority. 3. Click **Save task** to apply your changes.
> Note: If you change the due date, the task will automatically move to the date it is now due. *** ## Prioritize tasks You can assign priority levels to highlight urgency: | Priority | Meaning | Color | | ------------- | --------------------------------- | ------ | | 🔴 Priority 1 | Urgent or high-impact | Red | | 🟠 Priority 2 | Important but less time-sensitive | Orange | | 🔵 Priority 3 | Low-priority or routine | Blue | | ⚪ No Priority | Default | White | *** ## Mark a task as complete 1. Click the circle checkbox next to the task. 2. The task moves to the **Completed** tab automatically. *** ## Delete a task 1. Click anywhere on the task (except the circle checkbox). 2. Select the **bin icon** to delete the task.
> Once deleted, a task cannot be recovered. *** ## Reorder tasks (drag and drop) To rearrange tasks: 1. Click and hold a task (not the checkbox).
3. Drag it into a new position. 4. Release to save the new order. *** ## Tips for staying organized * Add due dates to avoid missed follow-ups. * Use priorities to focus on what matters most. * Review the Upcoming tab at the start of each week. # Online booking Everything you need to set up and manage your clinic’s online bookings.
* [Set up online bookings](/using-caspen/online-booking/set-up-online-bookings) - Enable your clinic’s online booking page for 24/7 bookings. * [Add appointment terms to online bookings](/using-caspen/online-booking/add-appointment-terms-to-online-bookings) - Share important appointment terms and conditions before clients book. * [Set appointment lead time for online bookings](/using-caspen/online-booking/set-appointment-lead-time-for-online-bookings) - Control how soon and how far in advance clients can book. * [Add a cancellation policy to online bookings ](/using-caspen/online-booking/add-a-cancellation-policy-to-online-bookings)- Display cancellation rules to reduce no-shows. * [Add a message to the time selection page in online bookings](/using-caspen/online-booking/add-a-message-to-the-time-selection-page-in-online-bookings) - Add a helpful reminder clients can see before choosing an appointment time. * [Show an important notice on every online booking page](/using-caspen/online-booking/show-an-important-notice-on-every-online-booking-page) - Add an announcement or info banner across all booking pages. * [Set up Google Tag Manager tracking for online bookings](/using-caspen/online-booking/set-up-google-tag-manager-tracking-for-online-bookings) - Add Google Tag Manager to your Caspen booking flow. # Set up online bookings Learn how to set up and customize your online booking page in Caspen. ## Overview Online bookings let clients schedule appointments directly with your clinic. Use this guide to set up online bookings and customize your booking page before you make it live. {% hint style="info" %} Only users with access to **Users** and **Online booking** **settings** will be able to make changes. {% endhint %} *** ## Step 1: Assign services to practitioners and locations Assign which services each practitioner offers and which locations they work at. This is internal setup only and is not visible to clients online yet. If everything is already assigned correctly, you can skip to Step 2. #### Assign from the practitioner profile 1. Go to **Settings** → **Users**. 2. Find the practitioner you want to update, then click **Actions → Edit**. 3. Open the **Practitioner** tab.
4. In **Bookable items**: * Open **Locations**, select where this practitioner works, then click **Save**.
* Open **Services**, select what services this practitioner offers, then click **Save**.
5. Repeat for each practitioner you want to set up. **Important**\ A service will only appear in the calendar and online bookings if it is assigned to at least one practitioner and at least one location. **Good to know**\ These assignments stay in sync with **Catalog** → **Services**. Changes made here are reflected in Catalog, and changes made in Catalog are reflected here. *** ## Step 2: Enable online bookings for locations, practitioners, and services Now choose what clients can book online. 1. Go to **Settings** → **Online booking**. 2. Open the **Appointments** tab.
3. Under **Bookable items**, open **Locations**, **Practitioners**, and **Services.** In each list, toggle on the items you want available online, then close the window (click **X**).
4. Click **Save** (top-right).
**How it works**\ Enabling an item makes it visible on your booking pages. Clients will only see valid combinations based on Step 1. For example, a practitioner will only appear for a service if they are assigned to that service and a location. *** ## Step 3: Configure online booking settings 1. Go to **Settings** → **Online booking**. 2. Review each section on this page and update what you need. 3. Click **Save** (top-right) when finished. You can update online booking settings anytime. Changes apply to new online bookings going forward. **Overview of online booking settings**
Display ordering
Control the order locations, practitioners, and services appear during online booking. You can customize the display order to highlight preferred services, locations, or practitioners first on your booking pages. **Reorder locations, practitioners, or services** 1. Go to **Settings → Online booking**. 2. In the **Display ordering** section, select **Locations**, **Practitioners**, or **Services**. 3. Drag and drop items into your preferred order. 4. Click **Save order**. > **Good to know**\ > Service categories and services can both be reordered. The order shown here is the same order clients will see during online booking.
Booking page display
Choose what clients see during online booking. **Show service prices**\ Display the price of each service during booking. **Show service durations**\ Display the duration of each service. **Show service descriptions**\ Display the description for each service. **Show practitioner images**\ Show practitioner images (or initials if no image is uploaded).
Practitioner notifications
Control whether practitioners receive email notifications about online bookings. **Practitioner notifications** Send email notifications to the assigned practitioner when clients: * Book appointments * Reschedule appointments * Cancel appointments
Cancellation and rescheduling
Control whether clients can cancel or reschedule appointments online, and how close to an appointment those changes are allowed. **Allow canceling** Turn this on to let clients cancel appointments through the online booking page. \ When disabled, clients must contact your clinic directly to cancel appointments. **Cancel lead time** Choose the latest time a client can cancel before their appointment. \ For example: **1 day before** means clients can only cancel online more than 24 hours before the appointment start time. **Anytime** allows cancellations up until the appointment start time. **Allow rescheduling** Turn this on to let clients reschedule appointments through the online booking page.\ When disabled, appointment changes must be handled directly by your clinic. **Reschedule lead time** Choose the latest time a client can reschedule before their appointment. For example: **2 hours before** means clients can only reschedule online more than 2 hours before the appointment start time. **Anytime** allows rescheduling up until the appointment start time.
Booking availability rules
Control how soon before an appointment clients can book, and how far into the future. Use **Min lead time** and **Max lead time** to control how soon clients can book and how far ahead.
Terms & policies
Add your terms and conditions, privacy policy link, and cancellation policy. Add your **terms and conditions**, **privacy policy link**, and **cancellation policy**. These appear before clients confirm an online booking.
Booking page notices
Add an important banner or time-specific notice to appear on your booking pages. * **Important notice** appears at the top of all booking pages. * **Time selection notice** appears on the time selection page.
Completion message
Confirmation screen message You can customize the confirmation message clients see after completing an online booking.
*** ### Before going live with online payments Online payment settings are configured individually for each service in your catalog. If you plan to accept deposits or require payment during booking, make sure each service has the correct online payment settings enabled. > Please note: Stripe integration must also be connected before clients can pay online. To review service payment settings: 1. Go to **Catalog → Services.** 2. Open a service. 3. Review the **Online payment** section. 4. Configure: * Whether online payment is enabled * Whether payment is required or optional * The payment amount or deposit percentage {% hint style="info" %} **Important note:** \ Online payment settings do not apply automatically across all services. Each service must be reviewed and configured individually, including whether payment is enabled, whether it is required or optional, and the amount or deposit percentage to collect. If a service is not configured or the Stripe integration is not connected, clients will not be asked to make payment for that service during online booking. {% endhint %} *** ## Step 4: Update your booking page details 1. Go to **Settings** → **Locations**. 2. Find the location you want to customize, then click **Actions** → **Edit**. 3. Add your clinic logo, featured image, address, and opening hours.
4. Click **Save**. *** ## **Share your booking link** 1. In the left main menu go to **Online booking.** 2. Open the **Share** tab.
3. Copy a **shareable link** for emails, templates, or your website, or copy the **embed code** to insert the booking page directly into a website page.
*** ## Tip before going live Before sharing your booking page publicly: * Check each **service** you have has at least one practitioner and one location linked. * Review online payment settings for any services requiring deposits or prepayment. * Confirm Stripe integration is connected if accepting online payments * Preview the booking page to confirm prices, durations, payment requirements, and notices display as expected. **To preview your booking page** 1. Go to **Online booking** (left main menu). 2. Open the **Share** tab. 3. Click **Preview** beside any booking link. *** **Related articles** * [Customize your online branding](/using-caspen/settings/customize-your-online-branding) – Update colors and styling across your booking pages. *** ## Frequently asked questions
Why isn’t a service showing online? Check the following: * In **Catalog** → **Services**, make sure the service is assigned to at least one **practitioner** and one **location**. * In **Settings** → **Online booking** → **Bookable items** → **Services**, make sure the service is turned **On**. A service will not appear online unless it is active, assigned to a practitioner, and available at an enabled location. If everything looks correct and the service is still not visible, contact Support and we will help you troubleshoot.
My location isn’t showing online. What should I check? In **Settings** → go to **Online booking** → **Bookable items** → **Locations** and turn the location On. Verify the location has both active services and practitioners assigned.
Can I control which services are bookable online? Yes. Only the services you switch on under **Settings** → **Online booking** → **Bookable items** → **Services** will appear to clients. You can keep internal or referral-only services switched Off.
# Add appointment terms to online bookings Learn how to display your appointment terms and conditions for clients to review before booking. ## Overview Add your appointment terms and conditions so they appear during the online booking process. This helps clients understand your policies and expectations before confirming an appointment. For example, reminding them to check details carefully or to provide sufficient notice for cancellations. *** ## Add terms to online bookings 1. Go to **Settings**, then click **Online booking**. 2. Scroll to **Terms** and enter your policy text in the **Terms and conditions** field. * Press **Enter** to start a new line. * Use “- ” to create a simple list.
3. Click **Save** (top-right of the page). *** ## **Where it appears** Your **Terms and conditions** appears on the final step of the online booking flow. Note: Clients are not required to tick any checkbox to agree to the policy to complete a booking. # Set appointment lead time for online bookings Control how much notice you need before an appointment and how far in advance clients can book online. ## Overview **Minimum lead time** Choose the minimum amount of notice your business requires before a client can book online. You can allow no notice if you prefer. Example: If it’s 12 pm and your min lead time is 3 hours, the earliest bookable time is 3 pm. \ **Maximum lead time** Choose how far in advance clients are allowed to book from. Example: If your max lead time is 3 months, clients can book any available time up to 3 months from today, but not beyond. *** ## Set the minimum lead time 1. Go to **Settings** → **Online booking**. 2. Find **Min lead time** and choose the minimum notice period.
3. Click **Save** (top-right of the page). *** ## Set the maximum lead time (how far in advance clients can book) 1. Go to **Settings** → **Online booking**. 2. Find **Max lead time** and choose how far in advance clients can book.
3. Click **Save** (top-right of the page). > Note: You can adjust these settings at any time and the updates take effect immediately. # Take a deposit or full payment for online bookings Collect full payment or a deposits when clients book an appointment online. ## Before you begin Caspen uses the Stripe integration to process online card payments. You can collect payments at the time of booking. Either a deposit or the full appointment amount. {% hint style="warning" %} To enable this, Stripe must be connected.\ Go to **Settings** → **Integrations** → **Stripe** → **Connect**. {% endhint %} *** ## How to set up online booking payments 1. Go to **Settings** → **Online booking**. 2. Under Payment, click **Connect Stripe** (if not already connected). Caspen uses Stripe to process card payments securely. *If Stripe is already connected, skip to Step 5.*
3. This opens the **Integrations** page.\ Find **Stripe**, toggle it on, and follow the prompts to connect your account.
4. Once Stripe is connected, return to **Settings** → **Online booking**. 5. Under **Payment**, turn on **Enable online payment** and set **Payment amount** as a percentage (Minimum 10%). > To take full payment: choose Percentage and set it to 100%.
6. Click **Save** in the top-right corner.
*** ## Tips * Clarify refunds or forfeits in your **Cancellation policy** and **Terms**. * Test a booking to confirm the payment section appears on the **Confirm appointment** page before clients complete their booking.
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