Where to find it
Go to Settings → Suspension Reasons.
Managing suspension reasons
Active tab
The Active tab shows all reasons that are currently available for selection when suspending a client. Use the search bar to filter by name.
Archived tab
The Archived tab shows reasons that have been retired. Archived reasons no longer appear in the suspension dialog dropdown, but they remain visible on any historical suspension that used them.
Creating a reason
Click Create reason and enter a name. Names must be unique (case-insensitive) across active reasons.
Editing a reason
Open the row's context menu (⋮) and choose Edit. You can update the name. The updated name will be used for new suspensions but existing records that used the old wording keep their original text as a snapshot.
Archiving a reason
Open the row's context menu and choose Archive. Alternatively, select multiple rows using the checkboxes and use the Archive action in the bulk action panel that appears at the bottom of the screen.
Archived reasons are not deleted — they are simply hidden from the suspension dialog. Any existing suspensions that reference the reason are not affected.
Reinstating a reason
On the Archived tab, open the context menu and choose Reinstate, or select multiple rows and use the Reinstate bulk action. The reason returns to the Active tab and becomes available for selection again.
Custom vs. strict mode
The toggle labelled Allow custom suspension reasons controls how the suspension dialog behaves for your whole organisation.
Custom mode (toggle ON)
Staff can type any free-text reason when creating or editing a suspension. Managed reasons from your list appear as clickable suggestion chips to encourage consistency, but are not required.
Strict mode (toggle OFF)
Staff must choose a reason from the managed list. The reason field becomes a dropdown rather than a free-text input. This guarantees that reason data is clean and consistent.
Switching from custom to strict
When you turn the toggle OFF, a confirmation dialog will appear showing you how many existing free-text reasons will be imported as new managed entries. If you confirm, CareLineLive will automatically create those managed reasons and link all matching historical suspensions to them. If you cancel, no changes are made.
Switching from strict to custom
Turning the toggle back ON takes effect immediately. Your managed reasons list is unchanged.
Automatic linking
Whenever a suspension is saved with a reason that matches an existing active managed reason, CareLineLive automatically links that suspension to the managed entry, providing accurate audit trails of suspension activity even when staff are in custom mode.
Permissions
You need the Settings: Suspension Reasons permission to manage the list. Without it, the Suspension Reasons page is not accessible, the bulk-action checkboxes are not visible, and reasons cannot be created, edited, archived, or reinstated.
FAQs
Why can't I delete a reason?
Reasons cannot be permanently deleted because existing suspensions may reference them. Archiving a reason removes it from future selection while preserving the integrity of historical records.
What happens to existing suspensions when I archive a reason?
Nothing changes on existing records. The suspension still shows the reason text it was created with. The archived reason also remains visible (read-only and labelled "Archived") if you open the edit dialog for that suspension.
Why does a reason appear greyed out in the Edit Suspension dialog?
The reason was archived after the suspension was originally created. It is displayed read-only so you can see what was recorded, but it is no longer available for selection. If you save the suspension without changing the reason, CareLineLive will not re-validate the archived reason — the original value is preserved.
Why does my free-text reason not appear as a suggestion?
Suggestions are pulled from the active managed reasons list. If a reason has been archived it will not appear as a suggestion. Reinstate it under Settings