Telehealth Troubleshooting for couples
Answered
Hi! I tried to search for this specific question but no luck. When I try telehealth with multiple people, the sound is always wrong. Someone can't hear someone-usually one client can't hear the other client. Does anyone know a fix for this?
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Hi Jennifer - We recently released the feature Enhanced Client Management for Couples, which allows you to hold 3-way Telehealth appointment. Under the previous functionality, this wasn't something we officially endorsed. Since working out the kinks, now each participant can receive their own link for joining the call, so they can access the Telehealth appointment from different locations.
If both clients have email reminders enabled, they’ll each receive a link to join the call about 10 minutes prior to the start of the Telehealth appointment.
If your clients don’t have email reminders enabled, you can also choose to manually send the link by copying it from the appointment’s Calendar Fly-out.
You can learn more about holding Telehealth appointments in this guide: Multi-client support on Telehealth.
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Hi Denise, this could've happened for various reasons, but we've recently found an issue with Safari's latest update that's causing audio problems for many video conferencing platforms, including Telehealth. If any participants are using Safari, we highly recommend they switch their browser to Chrome, or Firefox. Here are some other tips on improving audio quality in Telehealth sessions: https://support.simplepractice.com/hc/en-us/articles/360041146032-Troubleshooting-Telehealth-appointment-issues#resolvinga !
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