In Careswitch, every person who receives care has a client profile. (You may see "recipient" in places like exported data, but throughout the product these people are called clients.) A client profile is the home for everything about that person: their contact and demographic details, address and geofence, payroll overtime rules, self-pay billing setup, services, policies, connections, guest access, and a full activity history. This guide walks through finding clients, creating one, and managing every part of the profile.
What you can see and do on a profile depends on your role's permissions, so some readers will see fewer tabs and buttons than others. That is expected behavior, not a bug.
Finding your clients
In the left sidebar, under People, click Clients.
You will see the Clients table, with one row per client.
At the top of the table you can switch between two views using the tabs: Profiles (the default, listing your clients) and Services. The Services tab here is a workspace-wide view of service lines across all clients — it is a different page from the Services tab inside a single client's profile.
Searching, filtering, sorting, and choosing columns
Use the Search box in the toolbar to find a client. Search matches first name, last name, email, and phone number — not just the name.
Use the column display control to show or hide optional columns. The columns you can toggle include Tags, Service, Assessment, Care Plan, Birthday, Gender, Connections, Primary Language, Ethnicity, and Marital Status. The Client, Status, Phone Number, Email, and Date Created columns always stay visible.
Click Filters to narrow the list. You can filter by:
Status — show Active clients, Archived clients, or both. By default only Active clients appear.
Tags — show only clients carrying the tags you select. This filter is disabled until you create profile tags in workspace settings (see below).
Connected To — show only clients connected to a specific person in your workspace. My Profile is listed first.
To clear one filter, open it and click Clear. To reset everything at once, use the clear-filters control in the toolbar.
Click any sortable column header to sort by that column. The default sort is by client name.
Your filters, sort order, and column choices are remembered between visits (saved to the page URL and a browser cookie), so the list comes back the way you left it.
Creating a new client
On the Clients page, click Create Client in the top right.
Fill in the client's details. Required: First Name, Last Name, Address Line 1, City, State, and ZIP Code. Optional (leave blank if you don't have them yet): Middle Name, Address Line 2, Email, Phone Number, and Alternate Phone Number.
Click Create Client to save.
The create form has no photo field — you add a client's photo from their profile after they exist (see Opening a client profile).
If the address can't be confirmed exactly
Careswitch checks the address you entered when you submit. If it matches cleanly, the client is created immediately and you land on their Profile tab — no extra step. A dialog only appears when the address can't be matched exactly, for example:
A close-but-not-exact match was found and a corrected version is suggested.
Information is missing (for example a unit or apartment number).
The address couldn't be located on the map (common with rural routes or PO boxes).
In that dialog you can accept the suggested address, continue with exactly what you typed, edit the address and try again, or cancel. Pick the option that matches reality — if the suggestion is correct, use it; if your entry is right (a valid PO box, for example), continue with what you entered.
Opening a client profile
In the Clients table, click a client's name to open their profile.
At the top you'll see the client's photo, name, and a status badge reading Active or Archived. Across the top are tabs: Profile, Activity, Services, Policies, Schedule, Invoices, Connections, and Documents. The tabs you see depend on your role's permissions.
To add or change the photo, click the avatar and upload an image. (This is available only if you have permission to manage the profile.)
To tag the client, click the tag area beneath their name and pick a tag. If no tags exist yet, the menu points you to configure them in workspace settings (see the FAQ for the exact path).
The Profile tab
The Profile tab holds the client's core information, organized into sections:
Basic Information — full name, preferred name, an "about" bio, address (including GPS coordinates if set), email, phone numbers, Medicaid ID, Social Security Number, and Veteran ICN Number. Click Edit to change these.
Demographics — pronouns, gender, ethnicity, marital status, Primary Language, Secondary Languages, Date of Birth, and Date of Passing. Click Edit to change these.
Medical Information — shows Diagnosis Codes. This section is read-only on the Profile tab (there's no Edit button here); diagnosis codes are managed through the client's care/service context, not inline.
Access Management — controls guest (portal) access to this client's information.
Payroll Info — the client's overtime override setting.
Self Pay Information — the client's own invoicing and payment setup.
If your role can view matching criteria, a Matching Criteria card appears on the right. It lists the four criteria areas — Home Environment & Diet, Care Requirements, Caregiver Preferences, and Lifestyle & Companionship — each with a completion icon (a filled check for complete, a partial icon for some answers, an X for empty) and a "Last updated" date. Click a section name to edit just that section, or View All to open the full matching-criteria page. Some roles never see this card; that's permission-based.
Editing Basic Information and GPS coordinates
Click Edit in the Basic Information section to open the full form. In addition to name, address, and contact fields, the form includes optional Latitude and Longitude fields. These are set automatically based on the address and set a geofence point for the client's home that shift geofencing uses; only modify them if there are geofence issues.
Revealing sensitive fields (SSN, Veteran ICN)
Social Security Number and Veteran ICN are masked by default. If you have permission and the client actually has one of these on file, a Show sensitive info button appears at the top of Basic Information. Click it to reveal the values for this session, and Hide sensitive info to mask them again. You must click Show sensitive info again each session — it never stays revealed. If the client has neither field stored, the button doesn't appear at all.
Overriding the overtime policy for a client
Your workspace has a default overtime policy. If one client needs different rules, you can override it for that client only. On the Profile tab the Payroll Info section displays Override Workspace Overtime Policy? as Yes or No; to change it, use the Edit button.
In the Payroll Info section, click Edit.
Check Override Default Workspace Overtime Policy.
Under Overtime (1.5x), turn on the rules you want by checking each box and entering the threshold: hours worked in a given day, hours worked in a given week, and consecutive days worked in a given week.
Under Double Overtime (2.0x), do the same for daily hours and for hours on the 7th consecutive day worked.
Click Save (or Cancel to leave without changes).
Overtime overrides are set per client, not per caregiver. When a caregiver works for a client with an override, that client's rules apply to those shifts.
Wage and hour laws differ from state to state and can even vary within cities and counties. It is your organization's responsibility to make sure overtime pay follows state and federal labor laws.
Setting up self-pay billing
If a client pays for their own care, set them up as a payer in the Self Pay Information section. Note the helper text under the heading: Payers are assigned to services. Making a client a payer does not, by itself, generate invoices — you also need a policy and at least one service (see Policies and Connections below).
In Self Pay Information, click Make Payer. (If the client is already a payer, the button reads Edit.)
Choose the Invoicing method (for example Invoice via Email or embedded billing), the Frequency (Weekly, Biweekly, Monthly, and so on), and — for weekly/biweekly — the Billing Week start. Then choose the Payment method (bank account / ACH or credit card) and save.
Back on the Profile tab, the Payment line shows the method on file. For embedded billing, a Verified or Unverified badge shows its status.
Verifying a payment method
Which verification button appears depends on the state of the method:
Start Verification — shown when no payment method has been verified yet and you want to add one to verify now.
Verify Microdeposits — shown while a bank account (ACH) is pending. The account receives two small deposits (under $1 each), which typically arrive about two business days later; come back and click Verify Microdeposits to confirm the amounts. This flow can span several days, which is normal.
Continue Verification — shown when a submitted method needs you to finish an external step.
To swap out an already-verified method, use Change. If the verification buttons are missing and you see "Complete billing setup in workspace settings to enable payment verification," finish your workspace's billing setup first — that's an account-level step.
Access Management: guest access
Use the Access Management section to give a family member or other outside person portal access to this client's information. The card is titled Guest Access.
In Access Management, the card shows an Active or Inactive badge.
To grant access, click Grant Access, which opens the grant-access page where you configure what the guest can see, then confirm. The portal lets the guest view their dashboard, connections, schedule, invoices, and chat with the care team.
Once granted, the card shows Active. To remove access later, click Revoke Access on the same card.
The Activity tab
Open the client's profile and click the Activity tab.
You'll see a running history of changes and events for this client. Archiving and restoring are logged here automatically.
If you have permission, type a note to add it to the feed, and delete notes you no longer need.
The Services tab
Open the client's profile and click the Services tab.
Each service the client receives appears as a card showing its name, stage, and payer (with dates when set). Click a card to open that service.
Use Sort (Latest Update, Name (A-Z), Name (Z-A)) and Filter (Enabled, Archived, All) to organize the list, and the Search box to find a service by name. Archived services are hidden by default — the Enabled filter includes services in every stage except Archived.
For an active client, click Add Service and choose from the workspace's configured services/policies to add one. The Add Service button does not appear for archived clients — restore the client first.
One nuance worth knowing: the Archived filter shows only services that are in the archived (inactive) stage. When you archive a client, their in-progress services get an end date of "now" but stay in their current stage — so they will not show up under the Archived filter.
Policies and Connections
Two more tabs round out billing and care matching:
Policies — use Create Policy to add a policy (self-pay or third-party). Services attach to policies, so the usual order is: make the client a payer (if self-pay) → create a policy → add services from that policy → invoices then generate from the services.
Connections — use Add Connection to link a Client, Employee, or Contact. For employees you can set caregiver roles (such as preferred, backup, or excluded caregiver), which feed shift matching and scheduling. Use the Display menu to filter the list by type (Clients, Employees, Contacts, Payer) and the Filter menu to narrow by connection role.
Archiving and restoring a client
Archiving requires three permissions together: manage profile, manage services, and manage schedule. If you're missing any one of them, the actions menu won't appear.
Open the client's profile and click the actions menu (the ... button) in the top right.
Click Archive, then confirm in the dialog. The dialog is titled Archive Client and reads: "Archiving this client will end in-progress services and delete all future shifts."
To bring an archived client back, open their profile and click Restore from the same menu.
Exactly what archiving does:
In-progress services have their end date set to now (they keep their stage).
Future shifts in the unassigned, offer pending, scheduled, or canceled states are deleted.
Approved and paid shifts are kept.
The client is hidden from the default (Active) list.
Archived clients are never deleted — restoring makes them active again. Note that shifts deleted during archiving are not automatically recreated when you restore.
Managing clients with Looper AI
Careswitch's AI (branded Looper) can help with client profiles in two places:
The Assistant is the side panel inside the app. It works through a focused set of tools and is great for quick lookups and edits while you stay in control.
Command Center is the larger agent that can carry out multi-step work, including creating, updating, and archiving clients, managing connections, updating matching criteria, and managing guest access.
Important safety note: Command Center auto-confirms its tool actions and has no undo. Before letting it change live client data, turn on Read-Only Mode to preview what it would do safely, then switch it off when you're confident. The Assistant and Command Center only do what your workspace permissions allow.
Common scenarios
The address won't verify (rural route, PO box, missing apartment number)
Submit the create form as usual. When the validation dialog appears, compare the suggested address to what you entered. Accept the suggestion if it's correct, edit and retry if something's off, or continue with what you entered if your version is the valid one (such as a real PO box).
You don't have the client's email or phone yet
Leave Email, Phone Number, and Alternate Phone Number blank — they're optional, and creating the client will succeed. You can add them later from Basic Information → Edit.
You open a profile and see only a few tabs and no Edit/Archive buttons
This is role-based, not a bug. Caregivers and guests see a limited set of tabs and won't see edit or archive controls. If you need more access, ask a workspace admin to adjust your role.
Setting up a self-paying client end to end
Make the client a payer (Self Pay Information → Make Payer), choose invoicing and payment details, create a policy on the Policies tab, then add services from that policy on the Services tab. Invoices generate from the services — "Make Payer" alone won't produce them.
Assigning preferred, backup, or excluded caregivers
Open the Connections tab, click Add Connection → Employee, choose the caregiver, and set the role. These roles influence how shifts are matched and offered.
Frequently asked questions
Which fields are required to create a client?
First Name, Last Name, Address Line 1, City, State, and ZIP Code. Middle Name, Address Line 2, Email, Phone Number, and Alternate Phone Number are all optional and can be left blank.
Why don't I see all the tabs, or the Archive button, on a client's profile?
Tabs and actions are gated by your role's permissions. The Archive (and Restore) option only appears if you have all three of: manage profile, manage services, and manage schedule. If you're missing any one, the ... actions menu won't show.
Why did a dialog pop up asking me to confirm the client's address?
Careswitch couldn't match the address exactly — it may have found a close correction, be missing details like a unit number, or be unable to locate it on the map. Accept the suggested address, edit it and retry, or continue with what you entered. If the address validates exactly, no dialog appears.
What happens when I archive a client?
In-progress services get an end date of now (their stage is unchanged), future shifts in the unassigned, scheduled, offer-pending, or canceled states are deleted, approved and paid shifts are kept, and the client is hidden from the default list. You can restore them later.
I archived a client by mistake — can I undo it?
Yes. Open the archived client (filter the list to Archived or both statuses to find them) and click Restore from the ... menu. Archived clients are never deleted. Note that future shifts deleted during archiving are not automatically recreated.
I ended a service by archiving the client — why isn't it under the Services "Archived" filter?
The Archived filter shows only services in the archived (inactive) stage. Archiving a client sets each in-progress service's end date but leaves its stage as-is, so those services don't appear under that filter.
Why is the client's payment method showing "Unverified"?
For embedded (Stripe) billing, finish verification using the button shown — Start Verification, then Verify Microdeposits for a bank account. ACH microdeposits take about two business days to arrive, so this can span a couple of days.
Where do I set up the tags I can apply to clients?
Create profile tags in workspace Settings → Tags first (this needs the manage-tags permission). Until tags exist, the tag picker on the profile points you to configure tags in workspace settings, and the Tags filter on the list stays disabled.
Can Looper (the Assistant or Command Center) create or change clients?
Yes — both can, within your workspace permissions. Command Center auto-confirms its actions and has no undo, so turn on Read-Only Mode to preview before letting it edit live client data.