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Getting support with Live Chat

Getting support with Live Chat

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

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:

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 having to do with client payments or insurance
  • Complex technical issues

Accessing Live Chat

To chat with one of our specialists:

  • Click the ? in the lower right corner of your account

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  • Click Ask questions

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  • Type in your question and click the send icon
  • Review the Help Center resources that appear and click Yes, that helped if they answer your question 
  • If you’d still like to connect with a specialist, select No, show me more

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  • Scroll to the bottom of the box and click Contact support

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  • Select Chat with a specialist

Note: The Chat with a specialist option will only appear if we’re currently accepting chats.

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  • When you're ready to begin chatting, click Launch chat

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Note: For more information about getting support, see How can I get help from your team?


Sending yourself a chat transcript

At any point during a chat, you can choose to have a transcript of the chat sent to your email. The transcript will be emailed to you after the chat ends.

To do this:

  • Click the three horizontal dots in the lower right corner of the chat window

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  • Select Email transcript

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  • Confirm the email you want the transcript sent to
  • Click Send

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The email you receive will read “Your chat transcript with secure.simplepractice.com” in the subject line, and will include a time-stamped transcript of the chat conversation between you and the SimplePractice specialist.

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