Use this when the client is going to fill the questionnaire in themselves. They get a message with a secure link, open it on their phone, and their answers come straight back to their Wellbeing tab.
For a tour of the screen first, see What the Wellbeing tab shows you.
Send the tracker
In the Case Management sidebar, open Client cases.
Open the relevant client.
Select the client's Wellbeing tab.
On the Wellbeing trackers card, select New tracker.
Under Framework, choose the questionnaire you want the client to complete.
Set How to complete to Email, SMS or WhatsApp.
Under Send to email (or Send to number), choose which of the client's saved contact details to use. The preferred one is listed first, and it is already selected when the client only has one.
If your organisation sends from more than one WhatsApp number, choose which one under Send from.
Select Send.
The tracker appears on the tab straight away as a new block, with a row marked Baseline, Awaiting, the channel you used, and Sent 4 Aug 2026.
Sending several questionnaires in one message
When you have chosen a send channel, an Also send list appears with your organisation's other frameworks. Tick any you also want the client to complete.
As the dialog explains: "One message, one link — the client is walked through each selected survey in turn." The client answers the first questionnaire, then sees Continue to the next survey and carries on. Each one lands as its own tracker block.
What happens next
Automatic reminders go out 3 days and 7 days after the send, to the same address or number, if the client has not answered. The reminder repeats the original message with Reminder at the front; the email subject becomes Reminder - Please complete this form.
The grey line under the row keeps you posted: Day-3 reminder sent 7 Aug 2026 · next reminder due 11 Aug 2026, and then No further automatic reminders once both have gone.
If your organisation has automatic reminders switched off, that line reads Automatic reminders off (organisation setting) and nothing is sent automatically.
To nudge the client yourself at any time, select the circular Resend arrow on the row. It sends a fresh reminder message on the same channel.
To stop the automatic nudges, select Stop reminders. The confirmation reads Stop automatic reminders? — "No further automatic day-3 or day-7 reminders will be sent for this check-in. This cannot be undone, but you can still resend the check-in manually at any time." Confirm with Stop reminders and you will see Automatic reminders stopped.
When the client submits, the row flips to Completed with their score, and everyone in your organisation gets a notification reading, for example, Jane Smith completed ONS4 (Baseline 16).
What the client sees
The message reads: "Dear Jane, Please complete this wellbeing survey (ONS4): [link] Best wishes, [your name], [your organisation]". By email the subject is Please complete this form. By WhatsApp it arrives as your organisation's approved check-in template with a Complete check-in button.
Opening the link needs no login and no app. The client sees the questionnaire title, a short introduction ("Please answer the questions below. Your care team will see your responses." unless the framework has its own), the questions, and a Submit button. After submitting they see Thank you — Your responses have been sent to your care team.
A link that cannot be used shows one of three plain pages:
already answered: Thank you — This check-in has already been completed.
too old: Link expired — This check-in link is no longer available.
mistyped or broken: Not found — This link is invalid.
In each case, send the tracker again to give the client a fresh link.
Notes and things that can stop you
If the client has nothing on file for that channel, the dialog says This client has no email address on file. Add one on the client's details page before sending. (or no phone number on file) and Send stays greyed out. Add the detail on the client's Profile tab, or choose a different channel.
WhatsApp only appears in How to complete when your organisation has WhatsApp switched on.
Send from only appears when your organisation has more than one WhatsApp number configured.
If your organisation has no frameworks switched on, the Framework list is empty and Send stays greyed out.
Sending again creates a brand-new link. Earlier links still work until they are used or expire, so avoid sending the same questionnaire twice unless you want two answers.
Next steps