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.
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.
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.
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 Consultations Limit Reached
Telehealth Consultations Limit Reached
Telehealth needs the Starter plan or above; Recordings needs Starter too, and the AI Notes tab needs Team. See Change your plan.
Patient email required
Patient email required
“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.
The client cannot get in
The client cannot get in
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.
The client never showed up
The client never showed up
Use ⋯ → Mark as No Show so the session closes honestly rather than sitting in Upcoming.
Nobody can see or hear me
Nobody can see or hear me
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.
The recording is not on the Recordings tab
The recording is not on the Recordings tab
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.
FAQ
Does the client need an account or an app?
Does the client need an account or an app?
No. They open the emailed link in a browser and select Join Call.
Can I cancel a call after it has finished?
Can I cancel a call after it has finished?
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.
What happens to the note if I switch templates mid-call?
What happens to the note if I switch templates mid-call?
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.
Is the room reusable?
Is the room reusable?
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.