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
- Downloading 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 documents and intake forms
- 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:
- Click the ? in the lower right corner of your account
- Click Ask questions
- Type in your question and click the send icon
- Review the Help Center resources that appear and click Yes under Was this helpful? if they answer your question
- If you’d still like to connect with a specialist, select No
- If the additional resources don’t answer your question, select No again
- Click Other live support options
- Select 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?
Downloading a chat transcript
At any point during a chat, you can download a transcript of the chat. To do this:
- Click the three horizontal dots in the bottom right corner of the chat window
- Select Email transcript