This release introduces powerful new appointment pricing flexibility with Clinician Override Costs, alongside a range of improvements across booking, reporting, video calls, invoicing, and security. These updates are designed to give you more control over how appointments are priced and reported, improve the accuracy of your financial data, and streamline everyday workflows throughout WriteUpp.

New Features

Set Clinician Override Costs

You can now set different prices per clinician for the same appointment type using override costs. By default, all clinicians charge the same amount, but an override cost lets you customise the price for individual clinicians while keeping just one appointment type. If an override cost is set, it’s used instead of the default appointment cost; if left blank, the default applies. 

This works with payments and invoicing in WriteUpp, and if enabled, with Online Booking 2.0. Clients will see the clinician override price when selecting a clinician, making payments, and receiving confirmations (price visibility permitting). 

An optional Amount Payable field has also been added for internal reporting to track clinician payouts, without affecting client pricing or payments.

To support this feature, two new finance reports are now available to track clinician payouts, showing both monthly totals per clinician and a breakdown of individual appointments. These can be found under the Finance reports. 

Learn more about override costs

Learn more about Amount Payable

Improvements

Accurate Historical Appointment Costs

We’ve improved how appointment costs are handled in WriteUpp to ensure your financial records remain accurate over time. Appointment costs are now saved at the point an appointment is booked, rather than being recalculated later if prices change.

This means that if you edit the cost of an appointment type, any existing appointments using that type will keep their original price. Only newly created appointments will use the updated cost. This helps protect your historical data and avoids unexpected changes to past appointments.

There are a small number of scenarios where the cost of an existing appointment may still update. This will happen if you change the assigned clinician, switch the appointment type, or increase the duration of an hourly rate appointment. In these cases, the cost is recalculated based on the updated details.

By saving the cost at the time of booking, your financial reporting is now more reliable. Appointment reports under Reports → Finance will accurately reflect historical appointment costs, and other areas such as the activity views and the non-invoiced appointments tab will also show more accurate data.

Xero: Tracking Categories now included on invoice exports

If you use Tracking Categories in Xero, you can now map them directly from WriteUpp and have them included automatically when exporting invoices.

You can optionally link your Xero Tracking Categories to clinicians and locations in WriteUpp. Once a tracking category is selected on the Xero integration screen, you can choose the relevant tracking options from the Edit User (for clinicians) and Edit Location screens (learn more).

When set, the selected tracking category and option will be applied to each appointment line item on the exported invoice, saving you from adding this information manually in Xero.

This update helps streamline your invoicing workflow and keeps your Xero reporting accurate and up to date.

Save video call chat to patient notes

Hosts can now choose whether to save chat messages from a video call. A new “Save chat messages to linked note” checkbox can be found in the chat panel and is turned on by default. 

When enabled, the chat transcript is automatically saved to a note under the Patient Summary and linked to the relevant video appointment. If turned off, chat messages will not be saved.

Video calls now end automatically (with an option to extend)

To help keep video appointments running smoothly, we’ve made some improvements to how long calls stay open.

• Video calls will now automatically end 30 minutes after the scheduled appointment end time.
• When the call reaches its expiry time, the video call screen will close automatically for all participants.
• Don’t worry - 1 minute before the call is due to end, the host will see a prompt allowing them to extend the call if more time is needed!

This helps prevent calls from being left open unintentionally, while still giving you flexibility when sessions run over.

Enable video call debug logging during calls

If you’ve contacted Support about video call issues, we can enable debug logging for your site.

Before a call starts, you can allow debug logs to be captured by ticking the option in the video screen of the appointment modal. If this step is missed, there is now an Enable debug logs checkbox available to the host directly within the video call screen.

If you experience issues during the call and debug logging has been enabled by Support, you can turn on debug logs from the Troubleshooting panel. Once the call has ended, the logs can be downloaded from the Video information screen within the appointment modal.

Improvements to downloading debug logs after video calls

If debug logging is enabled, a ‘Download debug logs’ link is now available in the video screen of the appointment modal once a call has ended.

Selecting this option downloads a ZIP file containing both the host and participant logs, making it easier to share detailed information with support when investigating video call issues.

New option to require 2FA on every login

Site administrators can now choose to enforce two-factor authentication on every login. When enabled, users will be required to enter a 2FA code each time they sign in, even if “trust this device” is selected, further improving security. 

This setting can be found under Settings → Users → Configure Two Factor Authentication.

Bug Fixes

• We've fixed an issue with the Form Import tool where forms could be re-uploaded without being selected again during new uploads.
• The timer during video calls now calculates the call length more accurately, ensuring the duration displayed is consistent and reliable throughout the call.
• Users with a video licence can now start video calls when site video minutes have been used up.
• The Send buttons on Create → SMS and Create → Internal Message are now disabled and show a loading spinner when clicked, preventing duplicate messages. 

Support platform update

Early next week, we’ll be moving our support to a new platform. You’ll still receive the same real-time support from our team, but you may notice a slight change in how the live chat looks when you contact us. 😊

Updated on: 30/01/2026