Login codes, app view, coach assignment and deleting a client
The actions you take on a client rather than about them: hand a locked-out client a login code, look at their app as them, move them between coaches, re-run onboarding, or remove them for good.
Most of a client record is information you edit. This page covers the handful of things you do to a client: give them a way back in, see what they see, hand them to another coach, rebuild their profiles, or delete them.
They live in two places. The record header holds the quick ones (the phone button for app view, and the ··· menu for the rest), and Personal → Actions and Personal → Assignments hold the others.
A login code for a client who cannot get in
A client who has lost access to their email, or never had one you could reach, cannot use the normal invite. A login code gets them in anyway.
Open ··· → Login code, or Personal → Actions → Access → Generate Auth Code. Both open the same dialog, and it mints a code the moment it opens.
The code is six digits and lasts 48 hours. Tap the code or press Copy code to put it on your clipboard, and read it out or send it however you like.
Only one code is live at a time. Opening the dialog again generates a fresh one and invalidates the previous code, so do not reopen it while a client is still typing the last one in.
Looking at the client’s own app
App view, the phone button in the record header, opens the client’s app as it appears to them, inside a phone frame you can flip between portrait and landscape.
The v1 / v2 switch beside it picks which design of the app you see. It opens on v2, the new design, even while your clients are still on the current one, so you can check how their app will look before it reaches them. Switch to v1 to see what they have today. The switch changes only this preview; it does not move the client to a different design.
Be clear about what this is. It is not a mock-up and not a read-only preview: Protocol signs you in as that client for the duration, and anything you change in there is real. Log a workout in app view and the client has logged a workout. A confirmation dialog says this before it opens, and names the client so you can check you have the right one.
Use it to answer “what does this actually look like on their phone”, and be careful about touching anything while you are in there.
Which coach is assigned to a client
Personal → Assignments shows who works with this client. Each assignment is a card: the coach, when it started, an optional end date, a status of Active, Inactive or Completed, and a notes field for why this coach and what was agreed. Each card saves on its own, and shows Unsaved until you press Save.
Adding a coach is a real assignment, not a label. Press Assign a coach, pick from your team, and confirm. A coach who is already assigned does not appear in the list.
There is no reassign. Moving a client from one coach to another is two steps in this order: add the new coach, then remove the old one. Doing it the other way round is possible but leaves a gap.
The last remaining assignment cannot be removed. A client with no coach at all disappears from every roster view in the product, so the Remove action is only offered while there is more than one assignment. Removing a coach stops them seeing this client; the client’s plans, check-ins and messages are untouched.
These controls are for the person who owns the account, and for team admins. A coach without those permissions sees the assignments and cannot change them. On a solo account the button reads Assign to me and assigns you.
Re-running onboarding
Personal → Actions → Re-onboarding rebuilds this client’s profiles from fresh information, using one of four methods:
- Form Onboarding, email them an onboarding form, app access instructions, or both.
- Copy Link, pick a form and copy its link to send however you like.
- Transcript Onboarding, read a meeting transcript and fill the profiles from it.
- Custom Instructions, paste what you know and let Protocol build the profiles.
This overwrites what is there. The fitness, health, nutrition and behavioural profiles are rewritten, not merged, so anything you typed into them by hand and want to keep should be copied out first. Contact details are not touched.
While a run is in progress the whole record is locked behind a dialog saying so, because the profiles underneath are being replaced as you would be reading them. You can leave the screen and come back; the run continues without you.
If a run fails, Protocol tells you plainly that the profiles were not updated. The usual cause is your account’s monthly AI usage limit. Check that before starting a second run, or the second one fails the same way.
Deleting a client
Personal → Actions → Danger zone → Delete Client removes the client and everything attached to them: profiles, progress history, plans and communications.
This is permanent. There is no undo, no recycle bin, and Protocol cannot recover the data for you afterwards.
The dialog offers Archive Instead, and that is usually the right answer. An archived client keeps all of their data, costs you nothing, and can be reactivated at any time. Delete is for a record that should never have existed, such as a duplicate or a test.
Related
- Client profiles for the tabs themselves.
- Onboarding a client for the first run rather than a re-run.
- The History tab to check whether an invite email actually arrived.
- Leads and low-ticket members for what each tier of client can use.