SimplePractice offers live chat as a way to get quick help with general questions and guidance in your account. To start a live chat, you'll first interact with the chatbot, which can answer common questions, direct you to helpful resources, or connect you with a live specialist.
- 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 help 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
- 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 or provide links to related Help Center articles.
If you need additional assistance, type live chat to connect with a live specialist.
Note: Live chat is only available during our chat support hours. To learn more about our other support options, see How can I get help from your team?
If you recently had a conversation, it may open automatically. To start a new conversation, select the menu icon in the top left corner of the chat window, then choose Send us a new message.
You can also review your previous chat conversations by selecting the menu icon in the top left corner of the chat window.
Requesting a chat transcript
If you’d like a transcript of your conversation, click the download icon in the top left corner of the chat window.