Experts & Professionals

1Getting set up#

1.1 Before you start#

Your administrator creates your professional account and links it to your services. You cannot create it yourself. Before your first session you should have received:

• Login details for the app and portal
• Confirmation of which services you are set up to deliver
• Your engagement terms — how you are paid (see §16)

If any of those are missing, contact your administrator before taking bookings.

1.2 Signing in#

Sign in exactly as any client does — email and password, or Google sign-in.

The difference appears afterwards: an Expert practice section is added to your Profile tab, and the Expert area appears in the web portal at /my/expert.

If you do not see it, your account has not been linked to a professional profile yet. Contact your administrator — it is a one-click fix on their side.

1.3 The Expert practice menu#

Profile tab → scroll to Expert practice:

1.4 The same areas on the web#

The web portal has all of it, with more room for the tables. It puts a menu down the left, and its labels differ slightly from the app's — this is the map between them:

Overview

Work

Pages with no menu entry, reached from the pages that use them:

Some numbers in the menu carry a badge — unanswered questions, comments and reviews waiting on you, sessions needing attention, unread chats, new orders. The badges are your work queue. Clearing them is most of the job of running a practice well.

At the bottom of the menu is a switch back to your own client account — you are a client of the Platform too, and your own bookings, invoices and chats live there, separately from your practice. If you are also an administrator, a switch into the clinic reports appears there as well.

1.5 Your first hour — do these five things#

1. Check your public profile (§3) — it is what clients decide on.
2. Set your timezone (§4.1) — get this wrong and every slot you offer is wrong.
3. Set your weekly hours (§4.2) — nobody can book you until you do.
4. Add known exceptions (§4.3) — holidays and commitments already in your diary.
5. Check your notification settings — so booking alerts actually reach you.

2Your dashboard — the four numbers#

Open /my/expert in the portal, or the top of your Expert practice section in the app.

Why they are separated this way#

The split between going to earn and earned is the difference between money that is promised and money that is secured. Clients can still cancel a bought-but-unheld session, so counting it as earned would flatter your figures and mislead you.

Cancellations are split because they are different problems. Yours are within your control; clients' largely are not. Anyone reviewing your performance sees the same split, so you are never measured on the wrong one.

3Your public profile#

3.1 See what clients see#

Profile → Expert practice → My Profile.

This is your public page, unedited. Check it whenever you change anything.

3.2 What to get right#

3.3 Making changes#

Some fields you edit yourself; others — verified qualifications, service prices, your verification badge — are controlled by your administrator, because they are claims the business is accountable for.

To request a change to a locked field, contact your administrator with the exact wording you want.

4Setting your availability#

This is the most important setup step. Nobody can book you until it is done, and a mistake here produces bookings at the wrong times.

4.1 Set your timezone first#

Profile → Expert practice → Schedule availability.

At the top, choose how your booking timezone behaves:

Tap Change to pick a zone, then Save timezone.

Choose deliberately. On Follow device, flying somewhere shifts every future slot you offer. That is right for a genuinely mobile practice and wrong for most people. If in doubt, choose Fixed.

4.2 Set your weekly hours#

Below the timezone, add a rule for each block of time you are available:

1. Tap the day of the week — MON, TUE, and so on.
2. Set From and To.
3. Tap Add.
4. Repeat for each block.

You can add several blocks to one day. A morning block and an afternoon block with a gap between them protects your lunch break far better than one long block does.

At the top of the screen, three figures confirm what you have built:

To edit a rule, tap it, change the times and tap Save. To remove one, tap it and choose Remove, then confirm.

4.3 Add exceptions#

Exceptions override your weekly pattern for specific dates — holidays, training days, a one-off late finish.

1. Open the Exceptions section.
2. Tap Add exception.
3. Give it a name. Write something you will recognise in six months: "Annual leave", "Training — CPD day", not "x". You are the only person who sees it, and you will be reading it later.
4. Choose the type:

1. Set the date range. Tick all day for a whole day or a run of days; untick it to give exact start and end times.
2. Save.

Extra availability is the one people forget exists. If a client asks for a time you do not normally work and you are happy to do it, you do not have to change your weekly hours and change them back — add an extra-availability exception for that date and it disappears by itself.

To edit or remove one, tap it in the list. Removing an exception restores whatever your weekly pattern says for those dates.

Add holidays as soon as you book them. An exception added after someone books is not an exception at all — it is a cancellation, and it counts against you in §9.4.

4.4 What clients actually see#

A slot is offered only when all of these are true:

• It falls inside a weekly rule.
• No exception blocks it.
• Nothing else is booked in it.
• Where rooms are used, a suitable room is free.
• It respects the notice period and any buffer between sessions.

This is why a client may see fewer slots than your hours suggest. It is usually a room clash or the notice period, not a fault.

Two of those limits are numbers your administrator sets, and they are worth knowing because they explain most "why can nobody book me today" questions:

If either is wrong for your practice — you are happy with same-day bookings, or you want a client to be able to book six months out — ask your administrator. They are settings, not limitations.

4.5 Connect your own calendar#

Where your business enables it, you can sync an external calendar so your personal commitments block your availability automatically. Ask your administrator to enable it — it is the single best protection against double-booking yourself.

5Managing sessions#

5.1 Your sessions list#

Profile → Expert practice → Meetings with clients, or /my/expert/meetings.

Four totals at the top:

5.2 "To book" is a business opportunity#

Sessions sitting in To book are paid for and unscheduled. That is revenue already banked by the business but not yet earned by you, and clients who never book often quietly drift away.

Get into the habit of reviewing this list weekly and messaging clients who have not booked. It is the highest-return ten minutes in your week.

5.3 Booking on a client's behalf#

If a client phones or asks in person, your administrator can book for them. Depending on your permissions you may be able to do this yourself from the client's record. If you cannot see the option, ask your administrator.

6Running a session#

6.1 Before it starts#

1. Open the session from Meetings with clients.
2. Read the intake answers if the service collects them.
3. Check the client's history (§8.2) if you have seen them before.
4. For online sessions, join a few minutes early to check camera and microphone.

6.2 Joining#

Open the session and tap Join. The button activates shortly before the start time.

6.3 Admitting a client to the premises#

Applies only to sessions held at your premises — a room, a clinic, a consulting suite. Online sessions skip this entirely, because the video room lets the client in.

An on-site session that is booked but not yet decided shows as Waiting for the expert in your sessions list. Two buttons sit on it:

You may add a note, and it is worth doing: the note is shown to the client with your decision. "Please bring your referral letter" or "Reception is on the second floor" costs you ten seconds and saves a phone call. On a decline, the note is the only explanation the client gets, so write one.

Your name and the time are recorded against the decision, and it is written into the session's history. Two consequences follow:

• It is evidence. If a client says they were turned away without warning, the decision, the time you made it and the note you wrote are all there.
• It cannot be made anonymously, and it should not be. Declining someone is a real decision about a real person.

Rules the Platform enforces:

• Only a booked session can be approved or declined — not one already cancelled, held or expired.
• Only a session actually held on the premises has anything to approve.
• A session whose time has passed no longer appears as waiting. If you never decided, close it as held or as a no-show like any other session (§6.5, §6.6).

Decide early, not on the day. The point of the step is to give the client time to make other arrangements. A decline an hour beforehand is technically a decline and practically a no-show with paperwork.

6.4 Attendance is recorded#

The Platform records when each of you joined and how long you were both present. This is not surveillance — it is the evidence that settles a dispute about whether a session happened, and it protects you as much as the client.

It also feeds the Stuck sessions report your administrator uses, which is why closing your sessions properly (§6.5) keeps you off that list.

6.5 Closing the session#

After a session, mark it as held. Depending on your setup this happens automatically at the end time, or you confirm it manually.

Do not leave sessions unclosed. An unclosed session is not counted as earned, may delay your payment, and appears on the administrator's stuck-sessions report.

6.6 If a client does not arrive#

1. Wait the period your business specifies — usually 10 to 15 minutes. The Platform enforces a grace period after the end time before a session can be closed either way, so an attempt to mark a no-show too early is refused rather than lost.
2. Try messaging them through the app.
3. Mark the session as a no-show.

Do not simply leave it open. A recorded no-show is handled by the cancellation policy — which usually charges the client and pays your share — while an abandoned session is a data problem that someone has to chase, and it pays nobody.

6.7 The whole life of one session#

Every session you deliver walks this path. Three steps are yours, and the guide sections for each are marked:

flowchart TD
  A["Client buys a credit"] --> B["Client books a time"]
  B --> C{"Does it happen?"}
  C -->|"Yes"| D["You close it as held — §6.5"]
  C -->|"Client absent"| E["You mark a no-show — §6.6"]
  C -->|"Cancelled in time"| F["Credit returns to the client"]
  D --> G["Report, if the service requires one — §7"]
  D --> H["Counts towards Earned — §10"]
  E --> I["Cancellation policy decides the fee — §9.3"]
  I --> H
  G --> J["Included in the next payment run — §11"]
  H --> J

The one box that has no arrow out of it is the one that is not on this diagram: a session you never closed. It reaches neither Earned nor a payment run, and it sits on your administrator's stuck-sessions report until somebody deals with it. Closing sessions is not paperwork — it is the step that turns work into money.

7Session reports and client notes#

Applies where your business requires reports. If yours does not, skip to §8.

7.1 What a report is#

A confidential, encrypted record of what happened in a session, filed against that session and about that client. It is a clinical or professional record, not a note to yourself.

7.2 Which sessions need one#

Profile → Expert practice → Meeting reports, or /my/expert/reports.

The list shows what is due and what is submitted. Requirements are set per service, so some of your services may require a report and others may not.

7.3 Writing one#

1. Open Meeting reports and select a session that is due.
2. Check the session and client name at the top.
3. Either type the report into the form, or attach a file you prepared elsewhere. Choosing one hides the other — if you attached a file and want to type instead, tap Remove file — type the report instead.
4. Consider Keep this report private (§7.5).
5. Tap Submit report.

7.4 Deadlines and what each state means#

A report becomes due when the session is held, not when it is booked, and the clock starts at the session's end time. Twenty-four hours is the usual allowance; your administrator can set a different one for the whole business.

Every session carries one of four report states:

You are reminded before the deadline. After it, the session appears on an administrator's overdue list, which is where report-chasing conversations come from.

File it while the session is fresh. The quality difference between a report written the same day and one written a week later is obvious to anyone who reads both — and a report is read at exactly the moment its quality matters most.

7.5 Who can read what you file#

Access is decided by one rule about who is on that client's care team — not by seniority, and not by who filed it. Being an administrator does not grant access by itself.

Ticking Keep this report private narrows it further, typically to you alone. Use it for genuinely sensitive material, and understand the trade-off: a colleague covering for you will not be able to read it either.

7.6 How reports are protected#

If you ever need to know who has read a report about your client, your administrator can produce that list — and it is complete.

7.7 Correcting a report#

Submit a correction as a new version. The original stays exactly as it was. That is deliberate: an amendable record is worthless as evidence, and one day you may need yours to be worth something.

8Your clients#

8.1 Your client list#

Profile → Expert practice → My clients, or /my/expert/clients.

Shows every client who has bought from you, with contact details, session counts, and how many sessions are awaiting booking.

8.2 One client's history#

Tap a client to see everything: sessions held, sessions still to book, previous orders, notes you filed and can access, and cancellation history.

Open this before a repeat session. Referring to something from last time is the cheapest way to show a client they are more than a slot in a calendar.

8.3 Client privacy#

You see clients who have bought from you. You do not see the business's whole client list, and colleagues do not see yours. Notes follow the access rules in §7.5, regardless of who is asking.

9Cancellations and reschedules#

9.1 If you must cancel#

1. Open the session in Meetings with clients.
2. Choose Cancel.
3. Give a reason — this is recorded.
4. Confirm.

The client is notified automatically and their credit is returned in full. They pay no fee when the cancellation is yours.

Cancel as early as you can. Cancellations by you are counted separately and are visible to your administrator. Occasional cancellations are normal life; a pattern is a conversation.

9.2 Offer an alternative#

Rather than cancelling outright, open the client's record and message them with times that do work. A rescheduled session keeps the relationship and the income.

9.3 When a client cancels#

You are notified. Whether a fee applies is decided by the published policy and the notice given — not by you, and not by the client. Any fee is calculated automatically and your share of it is recorded.

9.4 Your cancellation history#

Profile → Expert practice → Cancellation history.

Every cancellation and reschedule on your sessions, and who did it. This is the record to open before any conversation about your reliability, because it is the same one your administrator sees.

9.5 Freed slots do not go to waste#

When a session is cancelled, anyone on the waitlist is offered the slot automatically. You do not have to do anything, and a late cancellation often refills itself.

10Understanding your earnings#

10.1 The four buckets#

Profile → Expert practice → Earnings, or /my/expert/earnings.

Each shows a count, hours, and the money where your contract is money-based.

10.2 By month#

Below the buckets, a table by month: sessions, hours, amount, clients, and average session value. Change the window at the top — this month, last month, 3, 6 or 12 months.

Tap Export CSV to download it for your own records or your accountant.

10.3 Your share is locked when the session is booked#

When a client books, your share is calculated from the terms in force at that moment and fixed.

This protects you. If your terms change next month, work you have already done is not silently repriced. It also means a rate rise applies to new bookings, not retrospectively — which is worth knowing before you ask for one.

10.4 If you are salaried#

Money figures are hidden and replaced by session counts throughout. This is automatic, based on your contract type. You are not missing a permission — a revenue share is simply not how you are paid.

10.5 Why a number looks wrong#

11Getting paid#

11.1 How payment works#

Your business pays on a cycle set in your contract — usually monthly. When a cycle closes, a payment run is opened automatically, your figures are calculated from sessions actually held, and a bill is raised for you.

You do not have to submit anything. The sessions are the timesheet.

flowchart LR
  A["Client books a session"] --> B["Your share is fixed at that moment"]
  B --> C["Session is held and closed"]
  C --> D["Counted in Sessions held"]
  D --> E["Cycle closes: payment run opens in Draft"]
  E --> F["Someone confirms the run"]
  F --> G["Paid — it appears in your payment history"]
  C -. not closed .-> H["Not counted, so not paid"]
  H -. close it .-> D

Two things in that chain are worth reading twice.

"Draft" is not "lost". A run opened by the cycle stays in draft until a person confirms it. Seeing a period that has closed but not yet appeared in your history is normal for a few days — it means the run exists and nobody has confirmed it yet.

The only branch that costs you money is the dotted one. A session that was delivered but never closed does not reach the run at all. §11.3 is about staying off that branch.

A run may also include your share of cancellation fees clients were charged, where your contract gives you one. Those appear as their own lines, so a total that is higher than your session arithmetic is usually this rather than an error.

11.2 Your payment history#

Profile → Expert practice → Earnings → payment history, or /my/expert/payouts.

Every past payment: the period, what was in it, the total, and its status. Each line records which version of your contract priced it — so a question about a payment from eight months ago is answerable.

A Cancelled run is one that was opened and then withdrawn, usually because it was wrong. Its sessions are not lost — they return to the pool and appear in the corrected run that replaces it. If you see a cancelled run and no replacement within a few days, that is a question for your administrator.

11.3 Making sure you are paid correctly#

Two habits cover almost every payment dispute:

1. Close your sessions. Unclosed sessions are not counted as held, and unheld sessions are not paid. This is the single most common cause of a short payment.
2. Check the buckets before the cycle closes. Compare Sessions held against what you remember delivering. Raise anything that looks wrong before the run is billed — much easier than correcting it afterwards.

11.4 If a payment looks wrong#

1. Open the payment and check the sessions listed.
2. Compare against Sessions held for the same period.
3. Check whether a missing session is still sitting unclosed.
4. If it is genuinely wrong, contact your administrator with the period, the expected figure and the specific sessions.

12Orders and invoices#

12.1 Orders#

Profile → Expert practice → Orders & meetings, or /my/expert/orders.

Client orders that produced your sessions — order count, sessions sold, how many are scheduled, and the value. Useful for seeing which packages actually sell.

12.2 Client invoices#

Profile → Expert practice → Client invoices, or /my/expert/invoices.

This shows only invoices arising from your work — not everything those clients have ever bought from the business. Four figures at the top:

Filter by All, Paid, Open or Overdue, or search. Export to CSV.

These are the business's invoices to clients, not your payment. Yours is in §11. Chasing an unpaid client invoice is normally the business's job — check before contacting a client about money.

13Your booking performance#

Profile → Expert practice → Bookings analysis, or /my/expert/analytics.

Choose a window: 7, 30 or 90 days, 6 or 12 months.

13.1 The booking funnel#

How many people viewed your booking page, picked a slot, started the form, and confirmed — with counts and bars.

Read it by finding the biggest drop:

This is the most actionable screen you have. A funnel drop is a specific, fixable problem — far more useful than knowing your total went down.

13.2 How far ahead people book you#

Lead time in buckets, from same-day to five weeks or more, with a plain-English observation.

• Mostly same-day and next-day → open more slots at short notice; you are serving urgent demand.
• Mostly weeks ahead → you can plan, but late cancellations hurt more because the gap is hard to refill.

13.3 By client#

Bought, booked, held, cancelled and previous orders for each client. Sort by bought but not booked to find your follow-up list.

13.4 Cancellations#

Split into by you and by clients, in the same window. Watch the trend on yours; the clients' figure is context, not a verdict on you.

14Reputation — reviews, comments and questions#

14.1 Reviews#

/my/expert/reviews, or Profile comments in the app.

Only clients who actually had a session can review you.

• Reply publicly to a review — future clients read the reply as much as the review.
• Reject a review only where it breaks the rules — abuse, personal data, or plainly not about a session. Rejecting criticism you simply disagree with is visible to your administrator and does you no favours.

How to reply to a poor review: thank them, acknowledge the specific point, say what you have changed, and stop. Do not argue, and never mention anything from their session — that is confidential regardless of what they have posted.

14.2 Comments#

Profile comments in the app, /my/expert/comments in the portal. Approve, reject or reply. Clear the queue regularly — an unanswered comment on your page reads as inattention.

14.3 Questions#

/my/expert/questions, or Asked questions under Expert practice.

If you open the member page /my/questions, you are sent here automatically — that address is the client list of questions you asked. Use Questions I asked (or ?as=client) only when you need that member list.

Public questions with public answers, which means every good answer keeps working for you long after you write it.

• Answer as though a stranger will read it in a year, because they will.
• Never give individual advice in a public answer. Explain generally, then invite them to book.

15Talking to clients#

15.1 Chats#

Profile → Expert practice → Chat with users, or /my/expert/chats. Active conversations are at the top, history below.

Depending on your setup, a chat may be opened for a booked session and closed afterwards. You may be able to activate or deactivate a conversation yourself.

15.2 Voice and video#

Where enabled, a chat includes a call button. Calls run inside the app.

15.3 Sensible practice#

• Agree response times with clients and stick to them. Being reachable does not mean being instant.
• Keep clinical or professional content in the session and the report, not in chat.
• Use the platform's chat rather than personal channels. It is the record that protects you both.

16Your contract and agreements#

16.1 How you are paid#

Your engagement terms are held on your contract, which has a dated history — every change is a new version, and one is in force at a time. Four arrangements are possible:

If you are unsure which applies to you, ask your administrator. It changes what your earnings screens show.

16.2 Signing your contract#

Contracts are sent for electronic signature. You will receive a notification with a link.

1. Open the link and read the document.
2. Complete the signature fields.
3. Confirm.

The signed copy is filed against your record and stays available to you.

16.3 Client service agreements#

Where your services carry an agreement, clients accept it at checkout, and the acceptance is recorded permanently with the date.

To open one: go to the session or the order, and follow the agreement link. It downloads the signed PDF — the exact document that client accepted, not a current copy of the template. That distinction matters: if the terms changed since, what you get is what they agreed to.

Two limits apply, and both are deliberate:

• You can only open agreements for clients you have actually served. Being a professional on the platform does not give you a view of other people's paperwork.
• Only completed signatures are available. An agreement still being signed has nothing to show yet.

The practical use is a disagreement about a cancellation fee. Open the agreement, show the tier, and the conversation is over in a minute — with a document rather than a recollection. If the client disputes the fee itself rather than the terms, send them to their Cancellation history, which names who cancelled and when, and then to support: charging decisions are the business's to make, not yours.

16.4 Where each document lives#

17Troubleshooting#

18Quick reference#

Common tasks#

Every page, and its address#

The four earnings figures#

Weekly routine#

1. Review To book and message clients who have not scheduled.
2. Clear Meeting reports that are due.
3. Clear the comments, reviews and questions queues.
4. Check next week's availability against your own diary.
5. Glance at Bookings analysis — one funnel step, one thing to improve.

Habits that keep your figures right#

• Close every session. It is the most common cause of a short payment.
• Add holidays as exceptions the day you book them, not the week before.
• File reports the same day.
• Cancel as early as you possibly can, and offer an alternative time.
• Check your buckets before the pay cycle closes, not after.

Screens and menu names vary between businesses, because each one chooses which features to enable. If something here does not match what you see, ask your administrator.