SimplePractice offers the option to get help via Live Chat. With our chat feature, you can be connected with a specialist to assist you with your questions quickly.
In this guide, we'll cover:
- Live Chat hours
- Questions we can answer via Live Chat
- Accessing Live Chat
- Requesting a chat transcript
Live Chat hours
We offer Live Chat during the following hours:
- Monday through Friday 6:00 AM - 6:00 PM PT
- Saturday and Sunday 7:00 AM - 4:00 PM PT
Times during which we don’t offer Live Chat:
- Wednesdays 8:45 AM - 10:00 AM PT
- Thursdays 10:45 AM - 12:00 PM PT
- Holidays
Questions we can answer via Live Chat
We’re happy to answer basic questions and point you toward key functions in your account over chat.
Examples of questions that can be answered on chat:
- Basic questions regarding documentation templates or consent forms and intake documents
- Entering and adjusting information in your client’s file
- General information about invoices, superbills, statements
- Subscription pricing information
- Team member permissions
- General information about primary insurance claims and claim statuses
Some questions require a more in-depth investigation to find an answer than we can provide during a short chat. These include:
- Questions that require detailed investigation into a specific client’s file
- Specific billing issues with client payments or insurance
- Complex technical issues
Accessing Live Chat
To chat with one of our specialists:
- Log in to your SimplePractice account
- Click the question mark in the lower right corner of your account
- Click Ask questions
- Type in your question and click the send icon
- Review the Help Center resource that appears or follow the support pathway
- If you’d still like to connect with a specialist, select No, I still need help or Yes for Do you still need help?
- Choose Chat with a Specialist
Note: The Chat with a Specialist option will only appear if we’re currently accepting chats.
For more information about getting support, see How can I get help from your team?
Requesting a chat transcript
If you’d like a copy of your chat transcript, request one during your chat conversation. After the chat ends, the specialist will email the full transcript to the email address associated with your account.