Skip to main content
A telehealth session runs in the browser at both ends. You schedule a room, the client gets a join link by email, and you host the call with your notes open beside it.

​
What you’re looking at

Telehealth — “Manage video consultations with your patients” — opens on four counters: Total Calls, Total Minutes, Avg Duration and Completion Rate. New Call sits at the top right, and below that are four tabs.

​
Schedule a call

Select New Call. This opens a full page, Schedule Telehealth Call — “Create a new video consultation with a patient” — not a pop-up, so Back is how you leave without saving.
1

Choose the client

Under Patient Information, open Select Patient and search (“Search patients…”). New Patient registers somebody who is not on your list yet.A client with no email address triggers a warning in place: “This patient doesn’t have an email address. Please add one to send the invite, or disable ‘Send Invite Email’ below.”
2

Set the time

Under Schedule Details: Date, Time in 15-minute slots, Duration (15 minutes up to 2 hours) and Room Type — Consultation, Group Therapy, Team Meeting or Webinar.
3

Decide what the room can do

Room Settings has five switches: Waiting Room (“Patients wait until you admit them”, on by default), Recording (off), Screen Sharing, Chat and Send Invite Email.
4

Add context, then create it

Room Notes under Additional Notes holds anything the session needs. Select Create Room: “Telehealth Room Created — Invite email sent to patient”. The call appears under Upcoming.
Each Upcoming row has a Join button and a ⋯ menu offering Send Invite, Copy Link, Mark as No Show and Cancel.

​
Host the call

Select Join and you go straight into the room — there is no lobby for the host. The client gets one: Ready to join?, where they check camera and microphone before selecting Join Call. The top bar carries the room code, a red REC badge whenever recording is running, Notes (host only), Copy Link and Settings. Along the bottom: mute, camera, Background effects, Screen Share, Raise Hand, Chat & Participants, and End Call for you — Leave Call for everyone else. With a waiting room on, an amber card tells you “{n} people are waiting to join”, with Admit and Deny per person and Admit everyone when there is more than one.

​
Record the session

Select the record button to open the Start Recording? sheet:
Records BOTH sides of the call — every participant’s video and audio, plus any shared screen, composited into one file. All participants will be notified that recording has started.
Below it sits an AI Note Taker switch with a Note template picker when your plan includes it, then the consent line: “Important: Ensure you have consent from all participants before recording.” Confirm with Start Recording. Everyone sees the REC badge while it runs. Stop Recording? ends it and begins processing; the file lands on Recordings once that finishes.
Get consent before you start recording, and get it on the record. The recording captures every participant’s video and audio and becomes part of the client’s clinical record. Say what you are recording and why, ask, and wait for the answer. If anyone objects, do not record.

​
Write the note

Notes opens a host-only panel headed Clinical Notes beside the call, with a template picker defaulting to Medical clerkship. It saves as you type — the chip reads Unsaved, then Saved just now — and the footer states the rule: “Autosaves as you type · saved to the client’s chart as a draft”. A call with more than one client gains a Documenting switcher, and each chart gets its own note. Before anyone is attached you see “No client linked yet”. Finish with Save Notes. Drafts produced by the in-call AI Note Taker arrive on the AI Notes tab instead; read them before filing — see Generate a note with AI.

​
Who can do this

Role decides whether Telehealth opens. The plan decides what the room can do, and permission decides who you may document against. Two behaviours surprise people:
  • Enforcement is opt-in, per person. A colleague never saved in the permissions sheet is unrestricted; the sheet warns “Saving starts enforcing”.
  • A denied action is recorded; an allowed one is not. Hiding Telehealth from a sidebar is a convenience, not a security boundary.
See Staff permissions.

​
Check it worked

The call moves from Upcoming to Recent, badged Completed. A recording appears on Recordings a few minutes later, an AI draft on AI Notes, and anything you typed in Clinical Notes is on the client’s chart in Notes. The client’s side is described in Join a video visit.

​
Common issues

Telehealth needs the Essential plan or above; Recordings need it too, and the AI Notes tab needs Team. Free includes 5 telehealth links a month with no recording or AI notes. See Change your plan.
“Please add an email address for this patient to send the invite.” Add one to their chart, or switch Send Invite Email off and share the link yourself with ⋯ → Copy Link.
Resend with ⋯ → Send Invite — an old email may carry a stale link. If the room has a waiting room they are already there, waiting for you to Admit them.
Use ⋯ → Mark as No Show so the session closes honestly rather than sitting in Upcoming.
Check the mute and camera buttons and your devices under Settings, close any other application using the camera, then rejoin — an in-progress call offers Rejoin on Recent.
A recording is composited after the call ends, so give it a few minutes. If the REC badge never appeared during the call, recording never started.
Safari cannot play the video format most session recordings use. Select Download recording to watch it in another video player, or open Recordings in Chrome, Firefox or Edge instead.
Recordings are kept for 90 days. Past that, the badge reads Expired, and the row shows “This recording expired on [date] and is no longer available” — Play and Download are gone, but you can still delete the row. If a recording that should still be within its 90 days shows “This recording’s file is no longer available” instead, its file was lost; deleting the row is the only remaining action.

​
FAQ

No. They open the emailed link in a browser and select Join Call.
No. Cancel and Mark as No Show are offered on scheduled and in-progress calls only. A completed call has no row actions; a cancelled one can be deleted from Recent.
Sections that exist in both are kept. Anything you had completed that the new template does not have is cleared, and you are told how many — so switch early rather than late.
Each scheduled call gets its own room and its own link. Schedule a new call rather than reusing an old one. The Notes panel is host-only throughout — clients never see what you are writing.