Note: We’re currently rolling out a new version of our chatbot. Until it’s available in your account, the chatbot may look slightly different than what’s shown here.
SimplePractice offers live chat as a way to get quick help with general questions and guidance in your account. Through live chat, you can connect with a specialist or be directed to helpful resources.
- Live chat hours and availability
- Topics live chat can help with
- Starting a live chat
- Requesting a chat transcript
Live chat hours and availability
Live chat is available during the following hours:
- Monday through Friday, 6:00 AM–6:00 PM PT
- Saturday and Sunday, 7:00 AM–4:00 PM PT
Live chat is unavailable during:
- Wednesdays, 8:45 AM–10:00 AM PT
- Thursdays, 10:45 AM–12:00 PM PT
- Holidays
Topics live chat can help with
Live chat is best for basic questions and general guidance. Topics that our specialists can assist with over live chat include:
- Basic questions about documentation, templates, consent forms, and intake documents
- Updating information in a client’s profile
- General information about invoices, statements, and superbills
- Questions about plans and pricing
- Team member permissions
- General information about primary claims and claim statuses
Some questions require a deeper level of review than can be handled during a chat. These include:
- Account-specific questions that require detailed investigation
- Billing issues related to client payments or insurance
- Complex technical issues
In these cases, submitting an email request allows our team to investigate and follow up with you more effectively. If you start a chat with one of these topics, the specialist will route you to the best support option to ensure your question is handled thoroughly.
Starting a live chat
To start a live chat:
- Sign in to your SimplePractice account
- Click the question mark icon in the bottom right corner
- Select Ask questions
Note: If you recently had a conversation with the chatbot, your previous conversation will display first. To start a new conversation, click the menu icon in the top left corner of the chatbot and select Send us a new message.
- Type your question
- Press Enter/Return on your keyboard or select the paper plane icon
The chatbot will respond with an answer and may ask follow-up questions. To view a related Help Center article, click the link icon in the chatbot’s reply.
If you'd like to chat with a specialist, type live chat.
Note: Live chat is only available when we’re currently accepting chats. To learn more about our other support options, see How can I get help from your team?
You can review past conversations with the chatbot by clicking the menu icon in the top left corner of the chatbot.
Requesting a chat transcript
If you’d like a transcript of your conversation, click the download icon at the top of the chatbot.
Note: We’re currently rolling out a new version of our chatbot. If you don’t see the download icon, you can request a copy of your chat transcript from the live specialist assisting you. They’ll send the transcript to the email address associated with your account.