Video Chat invitations
What are the two types of Video Chat invitations?
Invitation type | What it does | How long the link works |
Waiting room invitation | Invites the recipient into your Video Chat waiting room. | 48 hours |
Video Chat session invitation | Invites the recipient straight into a Video Chat session. Send this only when you're ready to talk to the patient. | 10 minutes |
Which invitation type is selected by default?
The invitation uses whatever you chose last time.
If it's your first time, or you've cleared your browser's cache, the default is Open chat with recipient upon send.
Does the invitation link stop working after the recipient clicks it?
No. Clicking the link doesn't make it stop working. The link stops working once you start the Video Chat with that person, or when it expires.
Can I cancel an invitation I already sent?
Yes, as long as the participant hasn't joined your waiting room yet.
Cancelling doesn't notify the participant. Let them know yourself.
If they try to use a cancelled link, they'll see a page saying the provider cancelled the invitation.
Can I schedule a waiting room invitation to send at a certain time?
Not right now. This is being considered for a future update.
How far ahead can I send a waiting room invitation?
Up to 48 hours before the visit. Waiting room links expire after 48 hours.
Will Video Chat ask for the participant's name if I didn't send the invitation from the Address Book?
No. This is being considered for a future update.
Waiting rooms
What is a waiting room?
Each Video Chat user has their own waiting room, where participants wait until you start the video chat.
What you (the provider or user) see:
Each participant's name
Their contact method (email or text)
When the invitation was sent
Whether they've joined the waiting room
How long they've been waiting
What the patient (participant) sees:
A message that they're checked in
That the chat will start soon
To not close or leave the screen
Participants can't see each other, and they don't know who else is in your waiting room.
Do I need to be logged in to Updox for a participant to join my waiting room?
No. Participants can join your waiting room at any time while their link is still valid, which is within 48 hours of when it was sent.
Can someone else send invitations for my waiting room, like an MA for a provider?
Yes, but the waiting room owner must give them access first.
To give someone access to your waiting room:
In the left-hand menu, click Video Chat.
Click Settings in the top right.
Under Grant Access, enter the name of the person who needs access.
To send an invitation for someone else's waiting room:
Go to the Waiting Room tab.
Select the other user's waiting room.
Send the invitation as usual.
Can I see another user's waiting room?
Yes, if that user gives you access under Video Chat > Settings > Grant Access. See the steps above.
Does the waiting room show appointment times?
Not right now. This is being considered for a future update.
What if a patient cancels, reschedules, or doesn't show up after I sent an invitation?
Either:
Remove the invitation from your waiting room, or
Let it expire. It's removed from your waiting room automatically after 48 hours.
How do I start a Video Chat from the waiting room?
Once the participant passes the device test, a Start Video Chat option appears next to their name. Click it to start.
What happens to my waiting room while I'm in a Video Chat?
You can't see your waiting room while you're in a video chat, but participants can still join it.
What happens if a patient closes or leaves the waiting room page?
They may lose their connection. Patients should stay on the waiting room page until the visit is over.
Device tests
What is the device test?
Before a video chat, both you and the patient take a device test. It checks that the camera, microphone, browser, and operating system will work with Video Chat.
Green check marks mean the device passed.
A red X means something needs to be fixed.
What happens if my device test fails?
Click My Device in the upper right corner of Video Chat to see what went wrong.
What happens if the patient's device test fails?
If the patient gets a red X, they can't connect until it's fixed. The most common fixes:
Turn on the camera and microphone, or allow Video Chat to use them.
Refresh the mobile browser to get the camera and microphone permission prompt again.
Restart the device.
If the test passes, the patient goes into your waiting room or straight into the Video Chat, depending on the invitation type.
During and after a Video Chat
What if the connection drops, or someone closes the video chat window?
You'll need to send a new invitation. Send a Video Chat session ("connect now") invitation so the patient can rejoin right away.
Can I use a virtual background?
Yes. Choose a background under Video Chat > Settings.
Can I invite more than one person to a video chat, like an interpreter and a guardian?
Yes. You can add up to 12 participants to one video chat.
Can I use a template for notes on the Video Chat summary page?
Not right now. The development team knows this is important to Updox users.