Troubleshoot Video Calls

If you are cannot see where to start a video call with a patient, follow the steps outlined below:

Step 1:  Make sure you are logging in from the correct URL:

  • Make sure you have the most up-to-date version of Backline downloaded from the respective store on mobile devices.

Step 2: Create a Chat-With Patient feed before initiating a video call. 

  • The Chat with Patient feed will appear in the user's 1-on-1 tab.

Step 3: From within the feed, navigate to the prompt to initiate the Telehealth video session.

  • (A) On mobile: there will be a video camera icon on the top-right of your screen.
  • (B) On the web: there will be a start video call prompt in orange on the top right of your screen.
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