For Clients: Telehealth Sessions Guide

Joining a telehealth appointment is quick and easy from any internet browser on a computer, tablet, or smartphone.

In this article:

Video Tutorial


Watch the short video below to join your online video session.

Step 1: Open the Waiting Room Link


Open your appointment reminder email from your provider and click the waiting room link.

Email appointment reminder showing a link to the telehealth waiting room with a blue arrow pointing to the meeting URL.

Step 2: Allow Camera and Microphone Access


The first time you click the link, your web browser will ask for permission to use your camera and microphone. Choose Allow so your provider can see and hear you.

Web browser popup prompt requesting permission to access camera and microphone with options to allow access.

Step 3: Check In


To check in:

  1. Type your name into the Your Name box.
  2. Click Check In to let your provider know you have arrived.

Join Meeting check-in screen with a blue arrow pointing to the Network Test icon on the bottom-left corner of the video preview.

💡 (Optional) Change camera or mic settings: Click the icon in the lower-left corner of your video preview to choose a different microphone, test your audio, or check your internet speed.

Step 4: Wait for Your Provider


Once checked in, you will be in the virtual waiting room.

  • Click Start Chat to send your provider a text message, emoji, or file attachment while you wait.

Virtual waiting room screen showing a welcome message with a blue arrow pointing to the Start Chat button.

Step 5: During Your Video Session


When your provider starts the call, use the toolbar at the bottom of the screen to control your session:

  • Microphone Icon: Mute or unmute your audio.
  • Camera Icon: Turn your video on or off.
  • Chat Icon: Open or close the text chat panel.
  • Red X Icon: End the video call when your session is over.
  • Self-View: Click the three-dot menu (...) on your video tile in the top-right corner to minimize or expand your preview.

Active telehealth video call screen with a highlighted blue box around the call controls at the bottom and a blue arrow pointing to the self-view tile menu in the top-right corner.

Troubleshooting Connection Issues


If your video freezes, the audio cuts out, or the connection drops:

  • Send a quick chat message to notify your therapist.
  • Refresh your browser page. Refreshing the page is the fastest way to reset the connection for both you and your provider.

💡 Need more help? See our guide on Troubleshooting Integrated Telehealth.

Frequently Asked Questions


Do I need to download or install an app?

No. Telehealth opens directly in your web browser on any computer, tablet, or phone.


Which browser should I use?

Up-to-date versions of Google Chrome, Safari, Firefox, or Microsoft Edge work best.


Is my video session private and secure?

Yes. Your video and chat session are fully encrypted and HIPAA-compliant to keep your information safe.


For more help, check out these related articles:

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