Video visits run inside FrontDesk: you book them on the Schedule, clients join from a private link, and you host from the Video visit page in your browser. No audio or video of a visit is ever stored.
Telehealth is included on Pro and above (and on trials). See Telehealth settings and minutes for the one-time setup and how minutes are counted.
Before your first visit
- Settings → Telehealth → Video visits. This is the practice switch. The same page holds the join window, the waiting-room message, the consent line, and what clients may use in the call (chat, screen share, whiteboard, backgrounds).
- Settings → Services: set a service's Delivery to Virtual so bookings for it default to a video visit.
- Settings → Email: verify your sender so link emails and email reminders go out. Texted links need a registered practice number, like any text.
- Optional: the seeded Consent for Telehealth intake form, sent like any other form before the first visit.
Book it
Book the appointment as usual and check the Video visit switch. It is on by default for virtual services and can be turned on for any appointment. The card on the Schedule shows a video icon.
Right-click the card (or open the hover card) for:
- Start video visit: opens the host page in a new tab.
- Copy video link: the client's private link, to paste anywhere.
- Send video link: texts and emails the link now. A texted link appears in the client's Inbox thread, marked automated.
The same Join video visit and Send link buttons sit on the client's next-appointment banner on their profile.
What the client gets
- Their text and email appointment reminders carry the link automatically, at whatever reminder times you have set up. A 10-minute reminder goes out for video visits only. Voice reminders never carry the link.
- The link opens a page with your practice name, the appointment time, the consent line ("encrypted and no audio or video is stored"), and a name box pre-filled from their record. A wrong name is refused with a hint. Ask to join puts them in the waiting room with your message.
- Signed-in clients also see Join video visit on their portal Appointments tab.
Each link is unique to one client and one appointment, works from 30 minutes before the start until 30 minutes after the end (both adjustable), and follows the appointment if you reschedule it.
Host the visit
- Start video visit. The pre-join screen shows your camera preview, mic and camera toggles, and how many clients are waiting; Telehealth settings (top bar) is where you pick your camera, mic and speaker.
- Start visit. When a client asks to join you hear a knock and see Admit or Decline. Groups have Admit all.
- In the call, the toolbar has mute, camera, chat, share, and end. A More menu holds the whiteboard, raise hand, settings, emergency info, and, for one-to-one visits, AI notes.
| Tool | What it does |
|---|---|
| Chat | Text chat for everyone in the room; you see a preview toast while it is closed. Chat is not stored. |
| Screen share | Share a screen, window, or tab. In Chrome you can share tab audio, which the client hears. |
| Whiteboard | Draw, type, shapes, stickers, and insert an image. Clients see it read-only until you unlock it; then they can draw and erase their own marks. Clear it or save it as an image. |
| Backgrounds | Blur or a scene, for you and for clients (desktop browsers). |
| Layouts | Speaker view follows whoever is talking; grid view tiles everyone. Pin a tile or hide your own. |
| Emergency info | The address the client typed at join (when "Ask for location" is on) plus the address, phone, and emergency contact from their record. |
| People | Everyone in the room and a "Not joined" list with a link menu to copy, text, or email a link mid-call. Per person: send to the waiting room, remove, or decline. |
| AI notes | Live note-taking for a one-to-one visit, once you attest that the client agreed. A chip near your timer reads "AI notes · audio not saved", the client's screen reads "AI note-taking is on · audio is not saved" the whole time, and ending the visit hands the transcript to the clinical note. Hidden for groups and when the practice has it off. See AI progress notes. |
A client sent back to the waiting room sees a message and keeps their camera preview; you can admit them again. A removed client can ask to join again from their link; they land back in the waiting room, and you choose whether to admit them.
End the visit
Click End and confirm; the dialog says this "closes the room and marks the appointment completed." The Visit ended screen shows who the visit was with, when, and how long it lasted. From there you can set Attendance (Show or No show; No show changes the appointment to a no-show), Start clinical note, Schedule next visit, or go Back to schedule. If your cancellation policy would add a no-show fee, No show asks first in a Mark no-show dialog, with an Apply fee switch and a reason. If AI notes was on, the note editor opens with the transcript from the visit ready to draft. For a group, attendance is per client on the roster.
Good to know
- Nothing stored. No audio or video of a visit is kept: there is no record control, and rooms are created with recording off. Video, audio, and chat are encrypted on every hop.
- AI notes, with consent. When you turn on AI notes from the More menu, the visit is transcribed live to draft the clinical note and the transcript is discarded once the draft exists. The client's screen shows "AI note-taking is on · audio is not saved" for as long as it is on.
- Audited. Joining, admitting, removing, sending links, and ending are all written to the HIPAA Audit Log (Settings → Account Activity, Video visits filter). Visits starting and ending also show in the History tab.
- Browser only. Works on Chrome, Edge, Safari, and Firefox, including phones. Background effects need a desktop browser.
- Minutes show under your plan's usage as participant-minutes. A visit is never cut off for running past the included minutes.
- Something not working? See Video visit problems.