š Overview
Auto-inactivate Clients is a configuration that automatically updates a client's status to Inactive once they've gone quiet for a period of time you choose. Its purpose is to keep your client list ā and the audiences you use for marketing messages ā clean and current, so you're not spending time or money reaching out to clients who haven't engaged with your clinic in a long while.
ā ļø Important: This setting changes a client's actual status in your system. Once a client is marked Inactive by this feature, they stay that way until someone on your team manually reactivates them ā the system never reactivates a client automatically.
š„ Video Tutorial
ā How to Enable or Disable it
ā ļø Administrator Permissions is required to edit this configuration.
Go to Settings > Configurations > View Configuration
Find Auto-inactivate Clients and select Edit
Choose a value from the dropdown: Off (disabled), or After 12, 18, or 24 Months of inactivity. Review the on-screen notice confirming this will affect real client statuses, not just marketing lists.
Select Save.
āļø How it Works
Each day, the system checks every client against the window you selected in the config setting (12, 18, or 24 months). A client is marked Lapsed only if none of the following happened during that window. Any one of them keeps the client Active.
Visit: An appointment that isn't Cancelled, No Show, or Created in Error. This uses the appointment date, not the date it was created, and future bookings count.
Billing: An invoice with a line item of $0 or more.
Medical record: A medical record with a date inside the window. *This covers migrated clinics.
Reminder: A future-dated reminder.
Two protections apply. A client who is newer than the window is never marked inactive, and a client with no history at all isn't automatically marked Lapsed.
ā ļø Please Note: Setting this to Off at any time stops the daily check from inactivating any further clients, but it does not reactivate clients who were already marked Inactive ā that still requires a manual update. Also, turning the setting off and back on later does not restart any waiting period tied to your account's history.