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Paperwork that has to be signed before a visit should not depend on someone remembering to send it. This tab picks the templates the hospital sends every time, so they go out with the appointment rather than being chased at the door.

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What this tab controls

The card is headed Sharable Documents: “Select which documents are automatically sent to clients during appointments. Toggle Auto-send on individual documents to automate delivery at appointment time.” Templates are grouped into categories, each showing how many are available and how many you have selected. A category with nothing in it is not shown. Each row carries three things: a selection checkbox, an Auto-send control under Appointment Automations, and a Status. A row can also be scoped to particular services, so a surgical consent only goes out with surgical bookings.

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Set it up

1

Create the templates first

This tab selects from what already exists. An active template has to exist before it can be a default — if a category is empty, build the document first and select Refresh.
2

Select the documents you always send

Tick each template that belongs on a routine appointment. The header count updates as you go, and the summary bar reads “{n} documents selected as defaults”.
3

Turn on Auto-send where it should be automatic

Selecting a document makes it a default; Auto-send is what actually delivers it at appointment time. A default without auto-send is available to attach, but nobody is sent it.
4

Scope anything that is not universal

Where a form only applies to certain visits, limit it to those services rather than sending it to everyone. Patients ignore a bundle; they read one relevant form.
5

Save

Select Save Defaults. It confirms with “{n} default documents saved successfully.”

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What changes once you save

  • Every new appointment picks up the selected templates. Anything with Auto-send on is attached and delivered as the appointment is created — no one has to remember.
  • A service-scoped document only goes out with those services, so the patient receives what applies to them and nothing else.
  • Appointments already in the diary are unaffected. The selection applies from now on; anything already booked keeps whatever it was created with.
  • The patient gets a link to sign. If the patient portal is live and they have access, the document is also readable and signable inside the portal.
  • A signed document lands in the patient’s record and is visible to clinical staff without anyone filing it.
  • Order matters. The order you tick them in is the order they are sent, so put the form you most need signed first.
Removing a document from the list stops it going out on future appointments. It does not withdraw anything already sent, and it does not remove anything already signed. Turning an underlying template inactive removes it from this list too — which is the tidier way to retire a form than unpicking it here. Each save that changes the list is recorded once in the audit log, under Appointment Default Documents: who saved it, and how many documents were added, removed or changed. A save that changes nothing records nothing, and the entry never includes a document’s title. When a booking goes out without one of the selected documents — it was not due, could not be sent, or the selection could not be checked — that is recorded too, with the reason and never the title. Every appointment now carries a Forms & documents list showing what these defaults produced for it and how each one is going — sent, opened, in progress, completed, declined — with anything marked Required before visit at the top. The same list appears on the check-in sheet once an appointment is chosen, where a form that is still open can be finished on the desk’s own screen with Complete in person.

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When it goes, and whether the visit waits for it

A selected row carries one more button beside Applies to and Auto-send on booking: it shows when the item goes (At booking, for example) and opens When it is sent, which holds these controls. Required before the visit does not block anything and does not send a second copy. It puts the item at the top of the appointment’s Forms & documents list and on the check-in sheet, so whoever is at the desk can see what is still outstanding while the person is standing there. See What changes once you save above.

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Send a document for signature

A signable document appears under Signable documents once it is ready to send: it has at least one recipient and at least one field placed on it. Selecting it sends a signature request with each appointment, tied to that appointment.
1

Select the document

The row gains Roles, Applies to, At booking and Auto-send on booking. A role called Patient is filled in for you.
2

Select Roles and choose who fills each one

For every role on the document, choose The patient, The appointment’s provider, A specific staff member — and then which staff member — or A named person outside the clinic, such as an interpreter or a guardian, and then their full name and email address. That person is sent the request at that address for every appointment this document goes out with. Roles counts how many are filled and stays amber while any is empty.
3

Turn on Auto-send on booking and select Save Defaults

If a role is still empty, nothing is saved and the message names the role and the document.
A signature request behaves differently from the other rows in a few ways:
  • It goes out when the appointment is booked, and only then. “Signature requests go out when the appointment is booked.” The time cannot be changed; Required before the visit can.
  • It is sent once per appointment. Changing or re-confirming the booking does not send a second request.
  • Everyone it is emailed to needs an email address on file. If the patient or the chosen staff member has none, the request is not sent, and the appointment’s Forms & documents list says why.
  • It counts toward your plan’s signature requests for the month. Once they are used up, the request is not sent and the list says so.
  • It has no Convert to form. A signature request is already tracked against its appointment, from sent through signed.

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Move a document to a form

A form is the newer thing: it can be filled in on a phone, it records each answer separately, and it can be tracked against the appointment it belongs to. Older templates cannot be — the desk can see that one was sent, but not whether it came back. Every row that is not already a form carries Convert to form.
1

Select Convert to form

A new form is built from the template’s questions and saved as a draft. Nothing else changes: the template is untouched and this default keeps sending exactly what it sent before.
2

Read what the message tells you

If anything could not be carried across — a question type the old template had no equivalent for, a section that was too long and had to be split — it is named. Open the form and check those before you go further.
3

Publish the form

Open it from the Open ”…” link on the row and publish it. Until then the row reads “Publish the form to switch this default over.”
4

Select Use this form here

The default now sends the form instead of the old document. The old template is still in your library and anything already signed stays exactly where it is.
Convert to form works on templates that hold questions. A template that is a written document — a policy or a consent to read and sign — has nothing to turn into questions, and you will be told so rather than given an empty form. Send those as documents.

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Packs: send the same set every time

A pack is a named set of the forms and documents you send together — for example “New patient”: the intake form, the consent to treatment and a PHQ-9 — with when each one goes and whether the visit waits for it.
1

Save a selection as a pack

Tick the documents, set When it is sent and Required before the visit on each, then select Packs at the top of the card and Save selection as a pack…. Give it a name and select Save pack.
2

Add a pack

Select Packs and choose the pack’s name. Everything in it is ticked with its own timing — nothing is saved until you select Save Defaults. Anything the pack could not add is named: a form that is no longer published, a document not ready to send, or a template you have since converted to a form.
3

Delete a pack

The bin beside the pack’s name. The forms and documents in it, and your saved defaults, stay exactly as they are.
The same packs appear under Packs when you send documents to one client, where one click chooses everything in the pack that can go to them. Who can keep packs. Anyone allowed to manage forms — a manager, for example — can tick documents and save or delete a pack, because a pack changes nothing a client is sent. Only the owner can select Save Defaults, turn on Auto-send on booking, choose who fills each role, or switch a default over to a converted form; for everyone else those controls stay locked and the amber bar says “Only clinic owners can change default documents. You can still tick documents and keep them as a pack from Packs.” On the Team and Enterprise plans the share button beside a pack sends it to the template gallery for review. A shared pack can only contain templates that are already in the gallery — a form made from a gallery template, or one you shared yourself; signable documents and older templates stay in your own packs. A practice that uses a shared pack from the gallery gets a draft of each form in it and the pack itself, ready for them to review and publish.

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When a default is no longer available

A default stays saved even if its form is later unpublished, archived or made staff-only, its signable document is deleted or stops being ready, or its template is removed. Nothing is sent for it when an appointment is booked. Instead of disappearing from the card, it is listed at the top under No longer available, with the reason.
  • Remove strikes it through and says “Removed when you press Save Defaults.” Select Save Defaults and it is gone. Keep undoes that.
  • If you do nothing, saving any other change keeps it exactly as it was, so a default is never removed as a side effect.
  • To bring it back into use, publish the form again or finish preparing the document. It then returns to its section, still selected.
If a document is limited to a service that is no longer in your service list, Applies to says so — “1 service this applies to is no longer in your service list.” — and offers Remove it.

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Check it worked

Create a test appointment for a patient you can safely email. The selected documents with Auto-send on should be attached to it, and the patient should receive the request. Open the appointment and confirm the documents are listed against it; then sign one from the patient’s side and check it appears on their record.

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Common issues

“A document limited to services that no longer exist cannot be saved.” A service it was scoped to has been deleted, and saving it would otherwise send it with every service. Open Applies to on that row, choose its services again (or All services if that is what you mean), and save again.
Its form, signable document or template can no longer be sent, so nothing goes out for it at booking. The row names the reason. Publish the form or finish the document to bring it back, or select Remove and then Save Defaults.
Open the appointment and look at its Forms & documents list — the row says why. The usual reasons: a role on the document has nobody chosen to fill it, the patient or the chosen staff member has no email address, the document is no longer ready to send, or your plan has no signature requests left this month.When the reason is a role with nobody to fill it, your clinic is also told once in its notifications — “A document for signature is not going out with appointments” — with a link back to this card.
A new default has to be something a booking can actually send. A form must be published — not a draft, archived, or closed with no schedule to reopen it — and set to go to a patient or by private link. Publish or reopen the form, or change who it is for, then save again. A default you already had stays on the card if its form later closes, listed under No longer available; the booking skips it, and the audit log says why.
Only a signable document with its recipients and fields in place can be added as a new default. Finish preparing it, or remove the row, and save again.
Signature requests start on the Essential plan, so a hospital on Free cannot add a signable document as an appointment default. Remove the row and save, or upgrade — see Change your plan. A default saved while on a paid plan stays on the card after a move to Free, but nothing is sent with it until the plan includes signature requests again.
It only appears once you have a signable document that is ready to send — one with at least one recipient and at least one field placed on it. On the Free plan it always appears, faded behind an upgrade panel: “Upgrade to the Essential plan or higher to send documents for signature automatically when an appointment is booked.”
A signature request with an empty role would never be sent. Select Roles on the row it names and choose somebody for each one.
That template is a written document rather than a set of fields. Keep sending it as a document, or build the form by hand and select it from the Forms section.
The row reads “Publish the form to switch this default over.” A default can only send a form that is published and set to go to a patient or by private link. Open the form, publish it, and come back.
Older templates are not tied to the appointment they were sent with, so the checklist can say it went out but not whether it came back. Convert to form is what makes that visible.
There are no active templates of that kind yet. Create one, then select Refresh — this tab only ever lists what already exists.
Only the owner can save the selection. Managers and accountants see the list and the current selection, read-only.
“Upgrade to the Essential plan or higher to include validated scored measures as default documents.” The other three categories work without it.
Selecting makes it a default; Auto-send delivers it. Turn on Auto-send for that row and save again.
It is selected with no service scope, so it goes on every appointment. Scope it to the services it belongs to.
The selection applies to appointments created after you saved. Attach the document to that appointment by hand.