Onboarding Guide: Admin & Operations Team Members

👋 Welcome to Wellifiy

As an Admin or Operations team member, you play a key role in setting your organisation’s Wellifiy platform up for success.

This guide will walk you through the essential tasks you’ll need to complete to get your platform running smoothly. From adding team members and configuring permissions, to creating patient groups, managing content, and setting up billing, each section is designed to give you step-by-step instructions with clear explanations.

By the end of this guide, you’ll be able to:

Confidently manage your team members and patients in Wellifiy.
Configure appointment services and availability so scheduling runs smoothly.
Set up patient groups that deliver the right content and services to the right people.
Enable important features like crisis support and billing to streamline your operations.
Understand best practices to keep your platform secure, organized, and effective.

📑 Table of Contents

👥 Adding Team Members to the Platform
🧑‍💼 Completing Team Member Profiles and Archiving
🔑 Roles and Permissions
📅 Setting Up Individual Appointments and Services
👥 Configuring and Managing Patient Groups
🧑‍🤝‍🧑 Creating Patients in the Platform
☎️ Crisis Support Configuration
📚 Content Management in the Platform
💳 Billing and Payment Setup

👥 Adding Team Members to the Platform

One of the first things an Admin user will need to do is add their team members to Wellifiy. This ensures that everyone in your organisation has the access they need right from the start.

Steps to Add a Team Member

📂 Navigate to Team Members
Go to the Administration tab on the left-hand menu and select Team Members.
➕ Add a New Member
Click the + New Team Member button. A modal will appear where you can enter the team member’s details.
📝 Enter Required Information
At a minimum, fill in their First Name, Last Name, Email Address, and select the appropriate Role.
(More details about roles and permissions are covered later in this guide.)
⏰ Set Availability for Appointments (If Applicable)
If the team member will be seeing patients and needs a calendar, select their Time Zone and toggle on Enable Individual Calendar & Appointments. This makes them available for booking.
👀 Visibility in the Patient App (Optional)
If you’d like this team member to be bookable directly by patients through the Patient Mobile App or Web Portal, toggle on Display Profile in Patient App Available Providers List.
💾 Save the New Team Member
Once all information is entered and the correct options are set, click Save. The new team member will now appear in the Team Members table.
📨 Invite the New Team Member
To invite them to the platform, click the ••• Action Button at the end of their row and select Send Invite. They will then receive an email with the login URL, enter their email address, and be prompted to create their own password.

🧑‍💼 Completing Team Member Profiles and Archiving

Once you've made a team member bookable and visible to patients, there’s more you can do to enhance their profile.

✏️ Filling Out Team Member Profiles

Team Members or Admins can add extra details to a profile to make it more complete and helpful for patients. To do this:

The team member can go to their My Profile section (found by clicking their avatar in the top right-hand corner), or
An Admin can complete these details on their behalf.

Details you may want to include:

📖 A professional bio
🩺 Their profession or specialty
⏰ Days and times they are available
🌱 Areas of interest or expertise

This information is visible to patients in the Patient Mobile App and Web Portal, helping them know who they are booking with.

📦 Archiving Team Members

In Wellifiy, we don’t delete team members entirely because they may be tied to important data like case notes or appointments. Instead, you can archive a team member. This means:

Their data remains intact in the platform.
They can no longer be booked.
They won’t appear in dropdowns or filters.
They cannot log in.

Steps to archive a team member:

Find them in the Team Members table.
Click the ••• Action Button at the end of their row and choose Edit.
In their profile, change their status from Active to Archived using the status selector at the top.
Click Save. The team member will be immediately logged out and will no longer have access to the platform.

🔒 Important Note on Email Addresses

For security, authentication, and data integrity reasons, a team member’s email address cannot be changed once their profile has been created.

➡️ If you’ve added a team member with an incorrect email address, the best practice is to archive that profile and then create a new one with the correct email address. This ensures that all records remain accurate and secure.

🔑 Roles and Permissions

In Wellifiy, we have a flexible and comprehensive roles and permissions system that gives you full control over what different team members can access within the platform.
Think of a Role as a collection of permissions that define what a user can see and do.

🏗️ System Roles

There are two built-in roles that come standard with Wellifiy and cannot be edited or deleted:

🛡️ Super User Role – Has the highest level of access. Typically used for Admins who need full control over the platform.
👩‍⚕️ Clinician Role – The default role for staff who provide care.

⚙️ Custom Roles

In addition to the system roles, you can create your own custom roles.

Each role can be configured with a unique set of permissions.
There’s no limit to how many roles you can create.
This gives you complete flexibility to align platform access with your team’s responsibilities.

📋 Permissions

Activities – View and access patient Activities
Administration – Access administrative functions like Team Member Management, Role configuration, and Case Note Template creation
Billing – Access the Billing module
Case Notes – Create, edit, and view Case Notes for patients
Check-Ins – View patient check-ins
Create Patient – Permission to create a new patient profile
Delete Patient – Ability to delete a patient record (use with caution)
Docs & Forms – Access Docs & Forms in the Patient navigation panel
Group Programs – Access the Group Programs module
Messaging Management – Create Group Channels, edit and delete patient/team member messages
Patient Management – Create, edit, and configure Patient Groups, and manage Pending Patients
Portal Management – Manage content and settings within the Patient Portal
Reporting – View organisation-wide data on usage, appointments, assessments, and forms
Team Calendars – Access calendars and availability settings for all Team Members; create and manage bookable services
View All Patients – Grants access to view all patients in the system, regardless of assignment

📅 Setting Up Individual Appointments and Services

When it comes to individual appointments (as distinct from group program appointments, which we’ll cover in another section), there are a few one-time setup tasks that Admin users will need to complete.

1️⃣ Creating Bookable Services

First, you’ll need to define the services that your organisation offers for individual bookings.

Navigate to Team Calendars → Booking Management.
Select Bookable Services and click the + New Service button.
Enter details such as:
- 🏷️ Service name
- 📝 Brief description
- ⏱️ Appointment duration
- ⏳ Padding/buffer time between appointments
- 📅 Booking interval (on the hour, half-hour, or custom)

You can also:

🎥 Attach video call options to services
📄 Link forms and assessments that need to be completed for certain types of appointments
💳 Attach billable items so patients can pay upfront, or so invoices/payment requests can be issued after booking

Once saved, you’ll see a full table of all the services your organisation offers.

2️⃣ Assigning Services to Team Members

After creating services, you’ll need to assign them to the appropriate team members.

Go to Team Calendars → Booking Management → Service Assignments.
You’ll see a list of all team members with calendar access for individual appointments.
Click the ••• Action Button next to a team member’s name to open the modal.
Check the boxes for the services that team member can deliver, then Save.

🔄 This is usually a one-time setup when a new staff member joins, but Admins can revisit and update anytime.

👤 Team Members can also manage their own service assignments in My Settings.

3️⃣ Configuring Team Member Availability

To make sure patients can only book during times when a team member is actually available, you’ll need to set up their availability.

Navigate to Team Calendars → Booking Management → Availability.
Select a Team Member from the list of those with active calendars.
In their availability modal, you can:
- ✅ Choose the days of the week they are available
- ⏰ Define start and end times for each day

Add Unavailability Blocks

If a team member is on leave, in training, or otherwise unavailable, add an Unavailability Block.
These override standard availability for specific dates/times.

External Calendar Sync (Outlook & Gmail)
It’s also helpful for Admins to know that team members can sync their Wellifiy calendar with an external Outlook or Gmail calendar. This is a two-way sync (however it can only be initiated and completed by the team member themselves which they do via their My Settings → Calendar Sync tab):

📥 If an appointment is added in Outlook or Gmail → it will automatically block that time in their Wellifiy calendar (displayed as a red external block).
📤 If an appointment is booked in Wellifiy (by a patient or admin) → it will also appear in their Outlook or Gmail calendar.

This helps to:

Prevent double bookings
Keep availability accurate in real time
Reduce the need for Admins to confirm availability manually
Support contractors or external providers who rely on their personal calendars

👥 Configuring and Managing Patient Groups

Patient Groups allow your organisation to segment patients into cohorts, tailoring what they can access and how they interact with the platform. They’re especially useful for organizing programs, clinics, or EAP companies in a way that makes the patient experience clear and structured.

1️⃣ Creating a New Patient Group

To begin, go to Patient Management → Patient Groups and click + New Group.
Every system includes a default group that cannot be deleted. This ensures there’s always at least one group in the system, but you can create as many new groups as you need to match the way your services are delivered.

2️⃣ Group Settings and Customization

When creating or editing a group, you can configure its settings to shape the patient experience.

🏷️ Name the group so it’s clear who it is for.
📚 Assign content such as modules, resources, or support services that will only be visible to members of this group.
👩‍⚕️ Attach specific Team Members so that, if booking is enabled, patients in the group will only see and be able to book with those providers.

This setup ensures that each group feels personalized and relevant.

3️⃣ Mobile App Configuration and Patient Journeys

Groups also determine what patients see in their app or web portal.

📱 You can decide which modules (e.g., Listen, Watch, Boost) should appear for this group.
🚀 You can also connect the group to a Patient Journey so that every patient added is automatically enrolled into a predefined workflow or care pathway.

This makes onboarding and program delivery smoother and more consistent.

4️⃣ Access Codes

Each time you create a new group, the system automatically generates a unique Access Code.

🔑 This code can be shared with patients during certain sign-up flows.
When used, it ensures patients are automatically linked to the correct group without manual admin intervention.

💡 Example for EAP Providers:

If your organisation delivers Employee Assistance Programs, you can create a Patient Group for each company you support. By providing that company’s employees with their group’s unique Access Code, you make sure they are automatically linked to the correct group when they sign up. This ensures they see only the content, resources, and services intended for their employer’s program, without requiring your Admin team to manually sort them.

5️⃣ Default Group

The default group acts like a system-wide template.

🧩 Any content or modules assigned to the default group will automatically be inherited by all other groups.
This saves significant setup time and ensures consistency across your organisation.

6️⃣ Cloning Groups

If you want to replicate the configuration of an existing group, you can use the Clone Group function.

📋 Click the ••• Action Button on a group and select Clone Group.
✨ A new group will be created with the same settings; just give it a new name.

This is especially helpful when running multiple programs with similar structures.

7️⃣ Requires Approval Option

For some groups, you may want to add an extra layer of control. Turning on the Requires Approval setting means:

✅ Any patient who tries to join must first be approved by an Admin.
⏳ They will remain in a pending state until approved.

This option is usually left off by default, but it can be valuable in situations where group participation is selective.

⚠️ Before enabling, it’s best to discuss with your Wellifiy account rep to ensure it aligns with your onboarding process.

🧑‍🤝‍🧑 Creating Patients in the Platform

For Admin users, it’s important to understand the different ways patients can be added to Wellifiy. The best option will depend on your organisation type and how tightly you need to control onboarding.

1️⃣ Manual Patient Creation and Activation

Admins can add patients directly from the system.

Navigate to the Patient List and click + New.
Enter the patient’s First Name, Last Name, Email, assign them to a Patient Group, and choose a Primary Team Member.
Once created, you’ll need to activate the account for them to access the mobile app or web portal.

📩 To do this, open the patient’s profile and click Send Activation. The patient will receive an email (and possibly an SMS, depending on your region) with:

Download links for the app
The web portal URL
A one-time password for their first login

This approach is best when you want direct control over onboarding.

2️⃣ Self-Registration Without Access Code

You can allow patients to create their own accounts without restriction.

Anyone can download the app or visit the web portal URL and sign themselves up.
Patients will then appear in your Patient List automatically.

3️⃣ Self-Registration With Access Code

For more controlled environments, such as EAP providers, self-registration can require a unique code.

Each Patient Group has its own Access Code.
When a patient signs up, they must enter this code to complete registration.
The system then automatically links them to the correct group, ensuring they only see the content, resources, and services intended for them.

💡 Example for EAP Providers: You can provide each employer with their group’s unique code. Employees who sign up with that code will be automatically grouped together, giving them access to their company’s program without any extra admin work.

4️⃣ Requiring Approval

In some contexts - such as community health services or certain hospitals - you may want an extra layer of oversight.

If the Requires Approval toggle is enabled in the group’s settings, any self-registration will be held for admin review.
Patients will see a message that their registration is pending approval.
Admins can approve or deny these requests from the Patient Pending tab.

✅ This option helps you carefully vet who joins a group, ensuring only appropriate patients gain access.

☎️ Crisis Support Configuration

Crisis Support is an optional feature in Wellifiy that gives patients quick access to crisis helplines or emergency contact numbers directly from their mobile app or web portal. Depending on your organisation’s needs, you can enable or hide this feature at the group level.

🔄 Toggling Crisis Support On or Off

As an Admin, you decide whether Crisis Support should appear for patients:

At the Patient Group level, toggle the feature on if you want Crisis Support to be visible.
If toggled off, patients in that group will not see the module at all.

This allows you to tailor support options based on the type of service or patient cohort.

📱 What Patients See

When enabled:

Patients will see a phone icon in the top-right corner of their mobile app, or a widget on their web portal dashboard.
Tapping or clicking the icon opens a list of configured services.
Each service includes the name of the helpline and a tap-to-dial phone number, so patients can call directly from the app.

⚙️ Configuring Crisis Support Services

To add or manage the services that appear:

Navigate to Portal Settings → Crisis Support Services.
Click + New to add a service.
Enter the Service Name and Phone Number, then save.
Go back to the relevant Patient Group, open the Edit Modal, and select which services should be displayed for that group.

Each group can have its own tailored crisis resources, ensuring patients always see the numbers most relevant to them.

📚 Content Management in the Platform

🎬 Overview

Wellifiy includes a rich content management system that allows your organisation to use both:

Wellifiy’s pre-built content library 🧑‍⚕️ - evidence-based resources created by registered psychologists.
Your own custom content 📝 - resources you upload to share with your patients.

The Wellifiy library is available out of the box in sections like Read, Listen, Watch, Boost, and Sleep, all accessible in the patient mobile app and web portal.

📖 Using the Wellifiy Content Library

From day one, all customers have access to the full library.

Admins can choose which sections to activate for each Patient Group.
Patients will only see the content that is relevant to them, based on the configuration of their group.

🆕 Adding Your Own Content

Your organisation can upload custom content to share with specific cohorts.

Go to Portal Settings → Content Management → Content Modules.
Click + New to create a new module.
Add details such as:
- 🏷️ Name
- 🖼️ Thumbnail
- 📝 Description
- ✍️ Author
- 🏷️ Tags (for easier filtering and organisation)

🎞️ Adding Objects to a Module

Once a module is created, you can add different types of content objects, including:

🎧 Audio files
🎥 Video files
📝 Text-based articles or guides
🔗 Links to external resources
📄 PDFs

You can also arrange the order of these objects within the module to guide the patient experience.

👥 Assigning Content to Patient Groups

After creating a module, you’ll want to decide where it appears for patients.

You can assign it into existing sections like Listen, Watch, Boost, or Sleep if it fits naturally there.
Most organisations prefer to use the Tools & Resources section for custom content.

When enabled:

Tools & Resources will appear as a card on the mobile app home screen 📱 and as a section in the Patient Web Portal 💻.
Patients can open it to view all custom content assigned to their group.

🎯 Individualized Content

It’s also worth noting that Team Members (such as therapists or coaches) can assign content directly to a patient’s For You section.

Admins don’t need to manage this, but it’s useful to know that the content library you create can be reused for individualized patient support.

💳 Billing and Payment Setup

📘 Overview

Wellifiy’s billing system makes it simple to handle payments for patient appointments. You can configure whether:

Patients pay at the time of booking 💸, or
Your team sends a payment request afterward ✉️.

This flexibility allows your organisation to manage payments in a way that fits different workflows.

1️⃣ Connecting Your Stripe Account

To enable billing, your organisation must connect a Stripe account.

Navigate to Billing → Billing Setup.
Click Connect to Stripe and follow the prompts.
If you already have a Stripe account, enter the associated email to link it.
If not, you can create a new Stripe account during the setup process.
Select the correct currency for transactions. ⚠️ Currency is difficult to change later, so choose carefully.

2️⃣ Creating Billable Items

Billable items represent the services patients will be charged for.

Go to Billing → Billable Services.
Click + New.
Enter the:
- 🏷️ Service name
- 📝 Description (optional)
- 💵 Amount to be charged
Save your new billable item.

3️⃣ Attaching Billable Items to Bookable Services

To link payments to appointments, billable items need to be attached to bookable services.

Navigate to Team Calendars → Booking Management → Bookable Services.
Open an existing service or create a new one.
In the Edit Modal, scroll down and toggle on Add Billable Item.
Select the relevant billable item from the dropdown list.
Save your changes.

4️⃣ How It Works in Practice

When a patient books via the app or web portal 🧑‍💻:
If the bookable service has a billable item attached, they will be prompted to pay during the booking process.
When staff book on behalf of a patient 👩‍⚕️:
An invoice is automatically generated and appears in Billing → Invoices. From there, Admins or Team Members can click Send Payment Request to email the patient a secure payment link.