Manage Appointment Requests in Healthie

Healthie’s Appointment Requests feature empowers providers to capture interest from both new and existing clients—even when their calendar is full. By allowing clients to request specific dates and times for appointments, this feature helps practices stay organized, prevent lost leads, and streamline follow-up using built-in CRM tools.

This functionality is separate from our Group Appointment Waitlist feature, which is specific to appointment types that are for group sessions only. 

This guide walks through how clients can submit a request for an individual appointment and how providers can manage those requests—turning interest into scheduled visits and growing their client base with ease.

Enable Appointment Requests for your Account

Appointment Requests can be enabled by the account owner within Settings > Appointments > Enable Appointment Requests

How Clients Request an Appointment

When a client moves through the standard booking flow and reaches the Date / Time selection screen, they’ll have the opportunity to submit a request if no appointment slots match their availability. A new prompt will appear:

“Not seeing what you need? Submit an appointment request.”

Clicking this prompt opens a dedicated appointment request form, allowing clients to share their preferred availability for a specific appointment type. Clients are asked to provide the following details:

• Requested date
• Requested start time
• Requested end time
• Additional notes or context about their request

If a client has flexibility, they can use the [+Add] option to submit multiple preferred date and time combinations. This gives providers more options to accommodate the request.

After submitting availability, clients are directed to a contact information form. They must enter:

• First name
• Last name
• Email address
• Phone number

This information helps ensure that providers can follow up directly and manage the request seamlessly within their CRM workflows.

Once submitted, clients will see a confirmation screen with the following message: 

You've submitted an appointment request.

Thank you for your interest! Your request is now on our waitlist. We will review the waitlist and if an appointment slot becomes available that matches your preferences, we will contact you.

Clients will also conveniently be looped back to the booking flow should they want to book another appointment. 

Receiving & Managing Appointment Requests

Providers and/or admins are notified when a new request comes through to their account if they have enabled notifications in their Settings > Appointment Requests.

There are notification options for providers to see a notification when someone has requested an appointment with them directly – and optionally to see all appointment requests (if they're permitted to see all clients across the organization within their member permissions).  

Notifications for Providers:

Provider will receive a notification when:

• Requests where they are the Requested Provider
• Requests with No Provider Preference

Notifications for Admins:

A notification for all appointment requests requires the following member permission to be enabled for their account: 

• Can search all clients across the organization
• AND they’ve selected in their Appointment Notifications “Client submits appointment request for anyone.”

For members with the correct permissions enabled, the full list of requested appointments can be accessed by navigating to: Clients > Appointment Requests

Healthie will automatically map clients to their Healthie account if they have one, and label them "Active Client" whereas clients that a profile could not be mapped are labeled "New Client" – new clients are not automatically added to Healthie, and do not count towards your active client number. 

Note: Client account mapping is based on client email address.

Sort Appointment Requests

Healthie streamlines the appointment request review process by offering flexible sorting options, enabling providers and administrators to quickly prioritize and take action on incoming requests. These sorting tools make it easy to manage demand, identify high-priority leads, and maintain an organized workflow as part of your CRM strategy.

Appointment requests can be sorted by:

• Date added (oldest to newest) 
• Date added (newest first) 
• Appointment type (A-Z) 
• Requested provider name (A-Z) 
• Client name (A-Z) 
• New clients first 
• Active clients first

Add Notes to Appointment Requests 

As part of the CRM workflow, providers can use the [+ Add note] option to add in any ad-hoc comments as needed, which can be viewed & reviewed by administrative staff with permissions. 

Delete an Appointment Request

Requests can be removed from the pending Appointment Requests. This action cannot be undone. To delete, navigate to [...] > Delete

Convert New Clients 

New clients can optionally be added to your Active Client List within Healthie by using the following workflow [...] > Convert to Client

Note: Converting the client to active is required in order to continue with scheduling the requested appointment. 

Client information will automatically populate into the account creation fields, and they can be assigned to a Group if appropriate. From there, the following actions can be taken: 

• Add client [without scheduling] 
• Add the client and schedule 

You can optionally choose to send the client a welcome email, which will prompt them to create a login and access their Healthie Client Portal directly. 

Add New Client and Schedule in the Same Workflow 

Healthie’s Appointment Request feature is fully integrated into your CRM workflow, enabling you to convert interest into action with minimal effort. When a new client submits a request, you can add them directly to your client list and schedule their appointment—all within a single, streamlined process.

The following information will auto-populate into the "Add to Calendar" form, pulling from the provided information:

• Invitee (Client) 
• Provider
• Appointment type 
• Contact type
• Video call method (if applicable) 
• Start date (auto-populates from the first / earliest date the client requested) 
• Start time (auto-populates from the first / earliest time the client requested) 

A double-booking warning will display if booking this appointment over an existing scheduled appointment occurs. 

Once the appointment is successfully scheduled, the corresponding request is automatically removed from your Appointment Requests list. You’ll see a confirmation message:

"Appointment has been successfully booked and appointment request has been deleted."

This CRM-backed workflow ensures no client request falls through the cracks—turning prospective leads into scheduled visits, and keeping your client database up to date without manual data entry.

Team Member Permissions for Appointment Requests 

Both providers and support staff (ie. office admins) can be given permission to access the Appointment Requests page, at varying levels of access. Below is a detailed overview of the permissions that can be configured on a per member basis. 

PERMISSIONS FOR PROVIDERS

Organization Members > Edit Settings > Permissions

Provider permissions tied to Appointment Requests tab:  

1) Ability to View Appointment Requests tab — needs to be indicated as a Provider within their member permissions 

When enabled, the provider will now see: 

• Requests where they are the Requested Provider
• Requests with No Provider Preference

2) Ability to "convert" client – Must have following permission enabled: 

• “Can add new clients” 

3) Ability to book a requested appointment — Must be indicated as a Provider

4) Ability to "edit" or "delete" a requested appointment — Must have following permission enabled: 

• “Can archive and unarchive clients” enabled for their user

Restricting Visibility

For a provider that does not have the permission to “Search across all clients in the organization” but the client indicated No Preference in the appointment request – the provider will see the requested appointment on the Appointment Request page but will not be able to:

• Click through to view the Client’s Profile   
• Or see the current assigned provider 

These restrictions are for compliance and to keep the client’s information private when a team member does not have permissions to access. In this case, the provider will see “Contact Admin for Access” in order to view or manage that specific appointment request. The provider will need to be added as a Care Team provider or have the indicated permissions enabled for their account.  

PERMISSIONS FOR ADMINS

1) Ability to View Appointment Requests tab – must have the following permissions enabled to view the Appointment Requests tab:  

• Can view Organization tab
• Can search across all clients in the organization
• Sees all clients in the organization on the "Clients page"

2) Ability to "Convert" client — must have the following permissions enabled: 

• Can add new clients

3) Ability to "book" requested appointments — must have the following permissions enabled: 

• Can view the org calendar that includes all org member's schedules

4) Ability to edit or "delete" a requested appointment — must have the following permissions enabled: 

• Can view Organization tab
• Can search across all clients in the organization
• Sees all clients in the organization on the "Clients page"
• Can add new clients
• "Can archive and unarchive clients" permission

FAQs: Appointment Requests 

Does the client get notified when an appointment request is submitted?

Clients will see a success modal on their screen to confirm that their request has been submitted. If the provider schedules an appointment, clients will receive an appointment confirmation and appointment reminder as configured in the account’s notification settings – we suggest reviewing Emails to Clients. 

Can the placement of the Appointment Requests tab be moved?

Initially, the Appointment Requests tab is designed to live in the Client’s tab, which enables account admins to adjust permissions to view / access similar to the ability to view / access all clients in the organization. While this tab location cannot be moved at this time, we are exploring a future state where this tab could exist within Workflows and be tied into calendaring flows. 

What is the criteria to determine an already existing client?

Healthie uses the client’s email address to map to an existing client account within Healthie. If the client does not have an email on file, but an account exists, you can either skip the “Convert to Client” step, or merge the client profiles if a duplication occurs. 

What does an existing client see when requesting an appointment?

If a client is logged into their Healthie account from the web, they will see the same experience within their account, with the option to "Submit an appointment request." As Healthie is able to identify the user as an existing client, they will not be prompted to fill out their contact information. This experience is not yet available from the mobile app – clients will not see the option to submit an appointment request within the app.  

How can I view availability when "booking" a requested appointment?

While you’ll receive a “double booking” warning if attempting to book over a scheduled time, you may want to have Healthie open in a second tap to view your provider calendar or organization calendar.