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Using Telehealth Video Chat on Practice Better

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Practice Better's integrated telehealth feature enables you to conduct secure, professional video sessions with your clients directly through the platform. This comprehensive guide walks you through everything from launching sessions and adjusting settings to using advanced features like recording, screen sharing, and virtual backgrounds.

Before You Begin

System Requirements

To ensure smooth telehealth sessions, verify that your system meets our requirements. You'll need a modern web browser (Chrome, Firefox, Safari, or Edge), a stable internet connection (100 Mbps download/10 Mbps upload recommended), and camera and microphone access enabled.

For complete setup information, see Telehealth System Requirements and Compatibility.

Scheduling Your Telehealth Session

Before you can start a video session, you'll need to book a telehealth appointment with your client. When creating the appointment, make sure to select Online/Video chat as the session type and Use Practice Better as your telehealth application.

For step-by-step instructions on scheduling telehealth appointments, see Creating a Telehealth Appointment.

✅ First time using telehealth? Create a test client and book a practice session to familiarize yourself with the interface and test your setup before your first real appointment. This gives you confidence that everything works smoothly when it's time to meet with actual clients.

In this article:

Launching a Video Session

Finding Your Session

Once you've scheduled a telehealth appointment, go to the session details page for the appointment you want to start. The session details will display a Start session button in the top right corner.

You can also access quick links to start your session from two convenient locations:

  • Your My Bookings page.
  • Your client's individual Bookings page.

📍 Note: The Start session button only appears for appointments scheduled as Online/Video sessions with Use Practice Better selected as the telehealth application. If you don't see this button, see Troubleshooting Missing Start Session Button in Telehealth Calls.

Starting the Session

When you click Start session, your video conference page opens, but you're not yet in an active session. Take a moment to check your camera and microphone settings. Once you're ready to begin, click the second Start session button at the top right-hand corner of your screen.

Your session becomes active once your client accepts your request to join. If your client is waiting in the waiting room, they'll be added automatically when the session starts, and you won’t have the secondary Start session button.

Adjusting Your Audio Settings

Muting and Unmuting

Control your audio by clicking the microphone icon at the bottom of your video conference screen. A line through the microphone indicates it's muted. Click the icon again to unmute. When the microphone detects your voice, this will be reflected in the icon with a green indicator.

Switching Your Microphone and Speaker

If you have multiple audio devices connected (like headphones, external microphones, or different speakers), you can switch between them easily. Click the 3 dots underneath your microphone icon or select the Settings icon in the top-right corner of your screen to access these options.

The Speakers setting includes a Test speakers button – when clicked, you'll hear a doorbell sound if your selected speaker is working correctly. This quick test helps you verify your audio output before or during sessions.

💡 Pro Tip: Using headphones or a headset reduces echo and improves audio quality for both you and your client.

If your client reports they can't hear you, or you can't hear them, see Troubleshooting Telehealth Session Issues in Practice Better for detailed solutions.

Adjusting Your Video Settings

Turning Your Video On or Off

To turn off your video camera so participants can't see you, click the video camera icon at the bottom of your screen. A line through the icon shows your camera is off, and your live stream will be disabled. Click the icon again to turn your video back on.

Camera enabled.
Camera disabled.

This feature is useful if you need a moment to check your notes or attend to something off-camera while remaining in the session.

Advanced Video Settings

In desktop mode, access more video options by clicking the 3 dots below the video camera icon. 

Here you can:

  1. Switch between webcams – Useful if you have both a built-in camera and an external webcam.
  2. Adjust video quality (maximum resolution) – Lowering resolution can help if you're experiencing poor connection quality.
  3. Toggle video mirroring – Flip your webcam horizontally. This mirrors the view for yourself only; the remote participant's view of you remains unchanged.
  4. Switch between layouts – Choose Spotlight participant, Side-by-side, or Side bar views.
  5. Adjust blur or virtual background – Apply visual effects to your background.

💡 Connection Tip: If you're experiencing lag or video quality issues, try lowering your video resolution to 480p or Auto. This reduces bandwidth usage and can provide a smoother call experience.

Recording Your Session

With the AI Charting Assistant add-on enabled, you can record the audio of your Practice Better Telehealth sessions. The recording button appears red when recording is in progress.

After your session concludes, the recording will be available in the Client Record > Notes & Recordings within a few minutes. The AI Charting Assistant automatically generates a transcription, summary, and action items from your recording.

Recording Details:

  • Cost: First 600 minutes free, then $0.60 per hour
  • Download formats: M4A (audio) and CSV (transcript)
  • Storage: Unlimited – recordings are stored indefinitely on Practice Better's servers
  • Access: Only practitioners can access recordings (clients cannot view them unless you manually share)

🪄 Automation available: You can set up an Automation in Practice Better to automatically generate a formatted session note from your recording. Learn more in AI Charting Assistant (AI Summary for Telehealth).

What if I forget to start recording?

You can enable recording at any point during the session. However, it will only capture audio from the moment you press record forward.

What if I rejoin after a connection drop?

If you reconnect to a session and enable recording again, a second audio recording will be created for the same session.

Layout Options and Picture-in-Picture Mode

Choosing Your Layout

Practice Better offers three layout options to suit different session needs:

  1. Spotlight participant – Maximizes the participant's video for a focused view. You can click and drag your own video thumbnail anywhere within the telehealth window.
  2. Side-by-side – Displays both you and the participant's video next to each other with equal sizing.
  3. Side bar – Most useful when screen sharing, as it shows both participants plus the shared content simultaneously.

You can switch between layouts at any time during your session by clicking the 3 dots below the video camera icon and selecting your preferred layout.

Using Picture-in-Picture Mode

Picture-in-Picture mode lets you view your client in a floating window while using another browser tab or application during your video session. This is particularly useful if you'd like to edit notes, reference materials, or work in Practice Better while staying connected face-to-face with your client.

To launch Picture-in-Picture mode, click the Picture-in-Picture icon in your video controls. Once launched, you can resize or move the floating window anywhere on your screen.

📍 Note: Picture-in-Picture mode is currently available in the Chrome browser only, and only on desktop devices.

Virtual Backgrounds

The virtual background effect allows you to display an image behind you during your session, helping you maintain privacy or create a professional appearance regardless of your physical environment. You can also enable a blur effect that softens the background behind you.

Applying Virtual Backgrounds:

  1. Select Virtual Background from the 3 dots menu below the video icon or from the Settings popup.

     
  2. Click on the blur option or choose one of the preset backgrounds.

     
  3. Click Update to apply the effect.

📍 Note: Virtual backgrounds are available in Chrome, Firefox, Safari, and Edge desktop browsers. You can't upload custom backgrounds – only preset options are available.

Sending Chat Messages During Your Session

Click the chat icon at the bottom of your video conference screen to display the chat window for your session. Once open, you can type into the chat field to communicate with your client in real-time. This is helpful for sharing quick information, links, or clarifications during your conversation.

To hide the chat window, click the chat icon again.

Sharing Files:

You can send images and other small files through the chat during your session. 

⚠️ Messages and files sent through the in-telehealth chat aren’t saved in your Practice Better portal.  

Screen Sharing

Share your screen by clicking the Share screen button at the top right-hand side of your video session. 

You'll be prompted to select which content you'd like to share:

  • Your entire screen
  • A specific application window
  • A specific browser tab (Chrome only)

Select your preferred option and click Share. When you're ready to stop sharing, click Stop screen sharing.

📍 Note: When you share your screen, your camera view is hidden from the client unless they enable Side bar view in their video settings. Only practitioners can share screens – clients can't share their screens during sessions.

Browser-Specific Instructions:

Google Chrome: After clicking Share screen, select your sharing option from the tabs at the top (Your Entire Screen, Application Window, or Chrome Tab), choose your content, and click Share.

Firefox: After clicking Share screen, you'll be prompted to select a screen in the top-left corner. Select your screen, then click Allow to begin sharing.

Safari: Choose the option to Allow to Share Window or Allow to Share Screen from the pop-up and select the content you want to share. 

macOS Users: You may need to enable screen recording permissions in your system settings. See Screen Sharing on macOS for detailed instructions.

💡 For advanced screen sharing workflows and tips, see Sharing Your Screen During Video Chat Sessions.

Full-Screen View

To maximize your video session to fit your entire screen, click the More Options menu (3 dots) at the top right-hand corner of your screen and select Full Screen. This removes browser toolbars and other distractions for an immersive experience.

Press the Esc key on your keyboard when you're ready to return to regular viewing.

Ending a Session

To end a video session, click the red Exit icon at the bottom of your screen. The ability to end a session is only available to practitioners, ensuring you maintain control over when appointments conclude.

When you end the session, any recording in progress will be saved and processed. Duration tracking stops automatically, and the final session length is recorded in your appointment details.

✅ Ended too soon? If you accidentally end a session early, you can restart it by clicking Start session again from the appointment details.

Video Chat in Messenger

You can also launch instant video chats directly from your Messenger without scheduling a formal appointment. From any chat screen, you'll find a video camera icon in the chat title bar. Click this icon to begin an impromptu video session.

Video chats launched from your Messenger use the same interface and features as scheduled video sessions, with two key differences:

  1. They are not linked to specific appointments in your calendar.
  2. Recording and note-taking features are not available for Messenger video chats.

This provides flexibility for spontaneous client conversations, quick check-ins, or informal follow-ups when a full scheduled session isn't necessary.

Telehealth Video Chat Settings

To access your default video chat options, go to Settings (gear icon) > Telehealth & Messaging.

Ensuring Practice Better is Your Default Telehealth Application

To use Practice Better Telehealth for video sessions, ensure Use Practice Better for my online/video chat sessions is selected in Settings > Telehealth & Messaging. This setting ensures clients receive proper instructions to join their scheduled video sessions in confirmation and reminder emails.

If this setting is not enabled, clients won't receive the correct joining instructions, and the Start session button may not appear in your scheduled appointments.

Configuring How Sessions Open

Your video conference screen will open in the same tab, a new tab, or a pop-up window, depending on your preference settings. Configure your preference in Settings > Telehealth & Messaging.

Choose the option that works best with your workflow – many practitioners prefer pop-up windows so they can easily access Practice Better in another tab during sessions.

After making your selections, click Save Changes near the top-right of the page.

Adjusting Audio and Video Devices Mid-Session

If your client reports they can't see or hear you during your session, you can adjust the devices used to capture your audio and video without ending the call. Click the Settings icon in the top-right corner of your video session to access these options.

Troubleshooting Device Issues:

  1. If the client is not hearing you: Try adjusting the Microphone setting. The green bar underneath your microphone settings will respond if it detects your voice.
  2. If the client is not seeing you: Try selecting another available webcam on your device.
  3. If you are not hearing the client: Try adjusting the Speakers setting. Click Test speakers to verify your selected speaker is working correctly – if functioning properly, you will hear a doorbell sound.

For additional troubleshooting steps beyond these basic adjustments, see Troubleshooting Telehealth Session Issues in Practice Better. Contact our support team to help you resolve technical issues quickly.

Using Telehealth on Mobile Devices

Practice Better Telehealth works on mobile devices running iOS 12.2+ or Android 8.0+, giving you flexibility to connect with clients when you're away from your desk. However, the mobile experience has some limitations compared to desktop:

Available on Mobile:

  • Video and audio calls
  • Muting/unmuting
  • Turning camera on/off
  • Recording sessions (if AI Charting Assistant is enabled)
  • Basic camera selection

Not Available on Mobile:

  • Chat messaging (within telehealth)
  • Screen sharing
  • Picture-in-Picture mode
  • Note-taking within the session window

💡 Mobile Workaround: If you need to take notes during a mobile session, you'll need to use a separate device or wait until after the session to add your documentation.

For the full telehealth experience with all features, we recommend using a desktop or laptop computer.

Tracking Session Duration

The duration for Practice Better Telehealth sessions is tracked automatically based on when you start and end the session. This automated tracking ensures accurate billing and documentation without requiring manual time entries.

The session duration appears in your appointment details under "Actual duration," providing a clear record of the time spent with each client. This makes it easy to bill accurately and track your session time for insurance or personal records.

For more information about duration tracking and billing, see Tracking the duration of your telehealth sessions.

What Your Clients Experience

Client Interface

Clients see a simplified interface designed to make joining sessions straightforward and stress-free. Their view includes basic controls for camera, microphone, and chat, but they don't see practitioner-specific features like recording controls, note-taking options, or the ability to end sessions.

What Clients Can Do:

  • Turn their camera on/off
  • Mute/unmute their microphone
  • Send chat messages
  • View your shared screen
  • Adjust their video layout (Spotlight, Side-by-side, or Side bar)
  • Use a preset virtual background or blur 

What Clients Cannot Do:

  • Share their screen
  • Record the session
  • End the session

Joining Process for Clients

Clients can join telehealth sessions in two ways:

  1. Click the "click here to join the session" link in their confirmation or reminder email.
  2. Log in to their Client Portal and click the video icon next to their upcoming session.

Clients can access the waiting room before the scheduled session time, but they won't see or interact with anything until you start the session on your end. This allows them to join early without any awkward waiting or uncertainty.

If the practitioner hasn’t started the session within a few seconds of the client joining, the client will see the option to “ping” their practitioner. Clicking this button will send an email notification to the practitioner, letting them know their client is waiting. 

💡 Setting Expectations: Let your clients know they'll need to activate their Client Portal account before their first telehealth session. Share the Activating Your Client Account article with new clients to help them prepare.

Troubleshooting Common Issues

Camera and Microphone Permissions

The most common issue practitioners and clients face is blocked camera or microphone permissions. Your browser needs permission to access these devices for telehealth to work properly.

If you or your client see an error message about camera or microphone access, see Enabling Camera and Microphone Permissions for step-by-step solutions for all browsers and devices.

Connection Issues

If your internet connection drops during a session, you can rejoin once your connection is stable again. Any recording in progress will be saved and processed automatically.

For comprehensive troubleshooting help, including audio/video sync issues, device selection problems, and browser-specific solutions, see Troubleshooting Telehealth Session Issues in Practice Better.

Getting the Most from Telehealth

Practice Better's telehealth features are designed to provide you with a professional, reliable platform for connecting with your clients. Whether you're conducting initial consultations, follow-up sessions, or ongoing care, our integrated tools – including recording, screen sharing, and chat – help you deliver exceptional virtual care experiences.

Additional Resources:

If you encounter any challenges or have questions about using video chat, our support team is here to assist you in delivering the best possible care experience.

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