Telehealth- email not received w/ video link
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Hi, Telehealth observation and question- experiencing that the client receives appt. reminders but not getting email w/ link to video. I'm having to copy link and send via text to each person. Is there something in reminders that I need to change? Will there be an automated text reminder w/ video call link for those using mobile and/or don't have email access?

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    Gillian

    Hi Dawn, I'd be happy to help. Clients need to be enrolled in email reminders to receive the link to their Telehealth session. To enroll a client in email reminders, click Edit Details on the client's Overview page and check "Send appointment reminders via Email." 

    Hi Dawn, I'd be happy to help. Clients need to be enrolled in email reminders to receive the link to their Telehealth session. To enroll a client in email reminders, click Edit Details on the client's Overview page and check "Send appointment reminders via Email." 

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    Dawn Wade

    Thank you Gillian. Is there anything in the making to deliver automated video call links to the client via text? Some don't have email or access to email when on mobile devices. Regards, Dawn W.

    Thank you Gillian. Is there anything in the making to deliver automated video call links to the client via text? Some don't have email or access to email when on mobile devices. Regards, Dawn W.

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    Nevin Alderman

    We've had issues with the telehealth reminders feature as well. The issue we are having is that sometimes when we click "Share link" and then click "Send 1 Reminder" the email that the client gets is the standard email session reminder, not the reminder that includes a telehealth "Join Video" link in it. It seems like about 30% of the time this is the case. We've tracked it using the Account Activity log. Have you had others reporting that the "Share Link" ->"Send 1 Reminder" feature sometimes sends a generic reminder vs a telehealth "Join Video Call" reminder? I should mention, this is happening with clients who have enabled email reminders as well, so it's not the above issue where the email reminders option is disabled... Thank you for your help!

    Edited by Nevin Alderman

    We've had issues with the telehealth reminders feature as well. The issue we are having is that sometimes when we click "Share link" and then click "Send 1 Reminder" the email that the client gets is the standard email session reminder, not the reminder that includes a telehealth "Join Video" link in it. It seems like about 30% of the time this is the case. We've tracked it using the Account Activity log. Have you had others reporting that the "Share Link" ->"Send 1 Reminder" feature sometimes sends a generic reminder vs a telehealth "Join Video Call" reminder? I should mention, this is happening with clients who have enabled email reminders as well, so it's not the above issue where the email reminders option is disabled... Thank you for your help!

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    Gillian

    Hi Dawn, happy to help. Most carriers disallow URLs in text messages sent from automated systems, so we don't have immediate plans to build this enhancement to SimplePractice. Nevin, happy to help. A member of our Success team will reach out to you to troubleshoot via email shortly. 

    Hi Dawn, happy to help. Most carriers disallow URLs in text messages sent from automated systems, so we don't have immediate plans to build this enhancement to SimplePractice. Nevin, happy to help. A member of our Success team will reach out to you to troubleshoot via email shortly. 

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    Ariel Steinweg-Woods

    Just wanted to contribute that I have also experienced sharing the link in a reminder email and the link not being apart of the email and just having it be a standard reminder session. I wanted to let you know that it is happening to more people. Thanks!

    Just wanted to contribute that I have also experienced sharing the link in a reminder email and the link not being apart of the email and just having it be a standard reminder session. I wanted to let you know that it is happening to more people. Thanks!

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    Gillian

    Hi Ariel, thanks for sharing. Are you using SimplePractice's integrated Telehealth platform?

    Hi Ariel, thanks for sharing. Are you using SimplePractice's integrated Telehealth platform?

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    Ariel Steinweg-Woods

    Hi Gillian, yes I am. I know others who have had the same problem and also use SimplePractice's integrated Telehealth platform.

    Hi Gillian, yes I am. I know others who have had the same problem and also use SimplePractice's integrated Telehealth platform.

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    Gillian

    Ariel, we shared this with Nevin privately - let me know if this resolves the issue for you as well: 

    When updating an appointment for a physical location to a Video Office location, you must click Done first before sending the email reminder for the appointment. 

    1. Update location to Video Office
    2. Click Done on the calendar fly-out window
    3. Re-open the appointment window and click Share Link


    If you change the location and click Share Link before clicking Done, the client will get an email reminder that is still reflective of the physical location. 

    Ariel, we shared this with Nevin privately - let me know if this resolves the issue for you as well: 

    When updating an appointment for a physical location to a Video Office location, you must click Done first before sending the email reminder for the appointment. 

    1. Update location to Video Office
    2. Click Done on the calendar fly-out window
    3. Re-open the appointment window and click Share Link


    If you change the location and click Share Link before clicking Done, the client will get an email reminder that is still reflective of the physical location. 

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    Dawn Wade

    Hi Gillian, That suggestion for Nevin helps me. I also modified the reminder to ask the client to scroll down for the link and/or contact me directly if hey have questions or didn't receive a link. This increases my and potentially client steps, but hopefully this will reduce the confusion or any errors. Regards, Dawn

    Hi Gillian, That suggestion for Nevin helps me. I also modified the reminder to ask the client to scroll down for the link and/or contact me directly if hey have questions or didn't receive a link. This increases my and potentially client steps, but hopefully this will reduce the confusion or any errors. Regards, Dawn

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    Gillian

    Great, happy to hear it was helpful, Dawn. We're proud to support the transformative work that you do!

    Great, happy to hear it was helpful, Dawn. We're proud to support the transformative work that you do!

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    Barbara Heffernan

    My clients are also not receiving the video link with appointment reminders.

    Does this mean that they can ONLY get an email reminder and their text reminder needs to stop?

    My clients are also not receiving the video link with appointment reminders.

    Does this mean that they can ONLY get an email reminder and their text reminder needs to stop?

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    Barbara Heffernan

    or to clarify my question, do I have to uncheck Send text/voice appointment reminders.


    For the client I am looking at right now, she has been scheduled as a video appointment for two weeks.  "Send text/voice appointment reminders" is checked to text.  Below that, "Email OK" is checked and her correct email is in there.  

    She did not get a telehealth reminder with a video link.

    or to clarify my question, do I have to uncheck Send text/voice appointment reminders.


    For the client I am looking at right now, she has been scheduled as a video appointment for two weeks.  "Send text/voice appointment reminders" is checked to text.  Below that, "Email OK" is checked and her correct email is in there.  

    She did not get a telehealth reminder with a video link.

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    Barbara Heffernan

    OK, I think I figured it out:  "Send email reminders" also has to be checked.  We'll see if it works!

    OK, I think I figured it out:  "Send email reminders" also has to be checked.  We'll see if it works!

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    Gillian

    Hi Barbara, you are correct - clients will need to be enrolled in Email Reminders to receive the link for their Telehealth sessions. Let me know if this issue is resolved for you. 

    Hi Barbara, you are correct - clients will need to be enrolled in Email Reminders to receive the link for their Telehealth sessions. Let me know if this issue is resolved for you. 

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    Donna Allen

    This is clearly an issue.  Client received a generic email appointment reminder with no link to join the video session.  I asked her to forward a copy of it to me.  The copy I received was different from the one she was looking at on her screen (!!) and appeared to me as it should have been appearing to her with the link to join.  What??  Took nearly the whole session time trying to sort it out before giving up and needing to reschedule another time for the therapy.  What is going on?

     

    This is clearly an issue.  Client received a generic email appointment reminder with no link to join the video session.  I asked her to forward a copy of it to me.  The copy I received was different from the one she was looking at on her screen (!!) and appeared to me as it should have been appearing to her with the link to join.  What??  Took nearly the whole session time trying to sort it out before giving up and needing to reschedule another time for the therapy.  What is going on?

     

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    Christine Coyle

    What if it is a minor client, without an email listed in their chart and the emails are only listed in the parents' contact pages?

    What if it is a minor client, without an email listed in their chart and the emails are only listed in the parents' contact pages?

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    Andrew Berger

    Is there a way to find out if an email reminder with a link for Telehealth was sent? I often forget whether I have sent a reminder or not and don't see any way to figure out if I did.

    Is there a way to find out if an email reminder with a link for Telehealth was sent? I often forget whether I have sent a reminder or not and don't see any way to figure out if I did.

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    Gillian

    Hi Donna, happy to help. It's not possible for a client to forward an email to you and that email change during the forwarding process. Is it possible that the client was confused or looking in the wrong place for the Telehealth link?

    Christine, if the client is a minor and does not have an email address, you can enroll their Contacts in Reminders under Edit Details > Contacts > Manage

    Andrew, you can check under Reports > Emails Sent. If you'd like to automate the process so you don't need to remember whether you manually sent the reminder, you can enroll clients in Email Reminders. 

    Hi Donna, happy to help. It's not possible for a client to forward an email to you and that email change during the forwarding process. Is it possible that the client was confused or looking in the wrong place for the Telehealth link?

    Christine, if the client is a minor and does not have an email address, you can enroll their Contacts in Reminders under Edit Details > Contacts > Manage

    Andrew, you can check under Reports > Emails Sent. If you'd like to automate the process so you don't need to remember whether you manually sent the reminder, you can enroll clients in Email Reminders. 

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    Amanda Norcross

    Is there a way to send only video email reminders to a client? Right now, it looks like turning email reminders on for a client means that they will receive both the email reminder and the video email reminder. Not all of my clients want to receive an email reminding them about the appointment - some just want an email with the video link. But I'm not seeing a way to enable only the video email reminders,

    Is there a way to send only video email reminders to a client? Right now, it looks like turning email reminders on for a client means that they will receive both the email reminder and the video email reminder. Not all of my clients want to receive an email reminding them about the appointment - some just want an email with the video link. But I'm not seeing a way to enable only the video email reminders,

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    Amanda Norcross

    Actually, I'm realizing I'm more confused that I thought. :)  Is the Video Email Message on the Client Reminders page the email that gets sent 24, 48, etc. hours beforehand? And if so, is it a different, uneditable email that gets sent 10 minutes before the video session? And does the first/reminder email also include the video link? If so, why are there two emails? And, to my original question, is there a way to only send client the 10-minute-before email? Thank you!

    Actually, I'm realizing I'm more confused that I thought. :)  Is the Video Email Message on the Client Reminders page the email that gets sent 24, 48, etc. hours beforehand? And if so, is it a different, uneditable email that gets sent 10 minutes before the video session? And does the first/reminder email also include the video link? If so, why are there two emails? And, to my original question, is there a way to only send client the 10-minute-before email? Thank you!

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    Gillian

    Hi Amanda, happy to help. There is not currently a way in SimplePractice to disable the 24/36/72 hour Email Reminder while retaining the 10 minute Email Reminder for Telehealth. The Video Email Message is what clients receive 10 minutes before the session. The Email Reminder that goes out 24/36/72 hours before the appointment does not contain the link. Let me know if you have any additional questions about this, or anything else SimplePractice. I'm here to help. 

    Hi Amanda, happy to help. There is not currently a way in SimplePractice to disable the 24/36/72 hour Email Reminder while retaining the 10 minute Email Reminder for Telehealth. The Video Email Message is what clients receive 10 minutes before the session. The Email Reminder that goes out 24/36/72 hours before the appointment does not contain the link. Let me know if you have any additional questions about this, or anything else SimplePractice. I'm here to help. 

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    Sara S. Haynes

    Agree with all above. My clients have not been receiving the 10 minute email reminder beforehand. I have turned on email reminders, too. 

    Agree with all above. My clients have not been receiving the 10 minute email reminder beforehand. I have turned on email reminders, too. 

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    Gillian

    Hi Sara, can you let me know the delivery status of the emails under Reports > Emails Sent?

    Hi Sara, can you let me know the delivery status of the emails under Reports > Emails Sent?

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    Erin Berk

    Hello. I have checked the boxes for email reminders for my clients, but some of my clients are not receiving the video link which is VERY frustrating.. I  COPY the  video link-- and some are NOT getting it--which makes working with TELE-Health---super hard when I cant do my work. For the majority of time---it works--but lt does not make sense why it is working. 

     

    Please help!

     

    Thanks!

    Erin

    Hello. I have checked the boxes for email reminders for my clients, but some of my clients are not receiving the video link which is VERY frustrating.. I  COPY the  video link-- and some are NOT getting it--which makes working with TELE-Health---super hard when I cant do my work. For the majority of time---it works--but lt does not make sense why it is working. 

     

    Please help!

     

    Thanks!

    Erin

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    Erin Berk

    Correction: It does not make sense to why it is not working--- some times.

    Correction: It does not make sense to why it is not working--- some times.

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    Gillian

    Hi Erin, happy to help. Under Reports > Emails Sent, are you seeing the emails to clients going out as expected?

    Hi Erin, happy to help. Under Reports > Emails Sent, are you seeing the emails to clients going out as expected?

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    Cynthia Norton

    I'm also having difficulty with this whole process. Clients get the 10-minute reminder text telling them to check their email, but when they do there is no email component! In other words, they get the texts but not the email link to join the session.  Is it possible for clients to bypass this "join session" link altogether and just try to join through their Telehealth phone app if the therapist is already waiting?

    I'm also having difficulty with this whole process. Clients get the 10-minute reminder text telling them to check their email, but when they do there is no email component! In other words, they get the texts but not the email link to join the session.  Is it possible for clients to bypass this "join session" link altogether and just try to join through their Telehealth phone app if the therapist is already waiting?

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    Gillian

    Hi Cynthia, the client needs the link to access their session, but they can also find the link in the Appointments tab of their Client Portal. It sounds like your clients are not enrolled in Email Reminders - you can enroll them under Edit Details > Basic Info. Make sure to check "Send email appointment reminders" and not just "Email ok."

    Hi Cynthia, the client needs the link to access their session, but they can also find the link in the Appointments tab of their Client Portal. It sounds like your clients are not enrolled in Email Reminders - you can enroll them under Edit Details > Basic Info. Make sure to check "Send email appointment reminders" and not just "Email ok."

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    Amanda Dishner

    Hi, I am also having issues. I have seen the issue on both ends, from my clients and as a client from my therapist. The email reminder for the appointment that is sent 10 minutes before the start of the video appointment does not have a link in it. This is the case after following all of the above suggestions, and with both email and text reminders. If I manually select "Share link" that does work, but it would be appreciated if the link was included in the earlier appointment reminder. Any updates or suggestions on this?

    Thanks!

    Hi, I am also having issues. I have seen the issue on both ends, from my clients and as a client from my therapist. The email reminder for the appointment that is sent 10 minutes before the start of the video appointment does not have a link in it. This is the case after following all of the above suggestions, and with both email and text reminders. If I manually select "Share link" that does work, but it would be appreciated if the link was included in the earlier appointment reminder. Any updates or suggestions on this?

    Thanks!

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    Gillian

    Hi Amanda, the email does include the link, but it's hyperlinked under "Join Video Call" - let me know if that helps clear this up for you.

    Hi Amanda, the email does include the link, but it's hyperlinked under "Join Video Call" - let me know if that helps clear this up for you.