This article covers the practical side of working with clients through It’s Complicated, from responding to your first enquiry to managing ongoing sessions. As a practitioner on the platform, you operate your practice independently. It’s Complicated provides the tools and client connections, but you get paid directly by your clients, just as you would in a traditional private practice.
How client enquiries work
When a client finds your profile and decides to reach out, they’ll send you a message through the platform. You’ll receive a notification by email and can respond directly from the Messages area in your dashboard.
A few things to keep in mind:
- Respond promptly — your response time is visible on your profile. Clients seeking therapy often need support relatively soon, so a quick reply makes a strong first impression.
- Be warm and clear — your first message sets the tone. Acknowledge what the client has shared, briefly explain how you might be able to help, and suggest a next step (e.g. booking an introduction call or a first session).
- It’s okay to decline — if a client isn’t the right fit for your expertise or availability, let them know kindly and consider referring them to a colleague.
Starting work with a new client
Once a client decides to work with you, the typical flow looks like this:
- Book the first session — the client can book directly from your profile if your calendar is set up. See Getting started with appointment booking.
- Send an intake form — collect key information before the first session using our intake forms feature. See Getting started with intake forms.
- Hold the session — use It’s Complicated’s built-in video calling tool for online sessions. See Getting started with video calling.
- Invoice the client — send an invoice through the platform after the session (or use the prepay option to collect payment in advance). See Getting started with invoicing.
- Keep notes — document the session using our encrypted notes feature. See Getting started with notes.
Onboarding existing clients
You can also use It’s Complicated’s tools with clients you already work with outside the platform. To bring an existing client onto It’s Complicated, invite them via email or share your profile link. They’ll create an account and can then book sessions, receive invoices, and communicate with you through the platform.
💡 Tip: When you invite an existing client, they’re treated as a repeat client for invoicing purposes. This means the lower repeat-client fee applies from their very first invoice, rather than the new-client rate. See Information on It’s Complicated memberships for full details on invoicing fees.
Managing ongoing sessions
As you continue working with a client, the platform supports your day-to-day workflow:
- Recurring bookings — easily schedule individual or recurring sessions so clients don’t need to rebook each week.
- Client messaging — communicate between sessions through the platform’s encrypted messaging. See Security of client messages and notes.
- Documentation — keep session notes, store client documents, and use Practice Vault for an extra layer of security. See Practice Vault.
- Payment tracking — monitor invoices and payments from your invoicing dashboard. See Understanding the flow of funds from client payments to payouts.
Important things to know
There are a few legal and professional considerations to be aware of when running your practice through It’s Complicated:
- You are not an employee of It’s Complicated — you operate your practice independently. There is no contractual relationship between you and It’s Complicated for the services you provide to clients.
- Self-employment requirements vary by country — the regulations for being in private practice depend on where you are based. We recommend contacting your professional body or training institute for guidance on the specific requirements in your region.
- Cross-border practice — whether you are allowed to provide mental health services to clients in a different country depends on the laws in your jurisdiction and theirs. Consult your professional body for guidance if you plan to work with clients across borders.
- Professional liability insurance — in most countries, professional liability insurance is mandatory for private mental health practitioners. We strongly recommend obtaining this insurance. See Professional liability insurance for It’s Complicated therapists.