
Jonathan Richards
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Articles
Recent activity by Jonathan Richards-
Connecting Patient and Provider Accounts as an Admin
This article is intended to provide an overview of our Provider-Patient Connection Feature. Patients and providers must be connected before they are able to view each other's account, schedule a s...
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Using Sip Dial Out in the Video Session
The Dial Out function is only visible to the user types: providers, admins, scheduling facilitators, and schedulers. This is most commonly used to call an interpreter for translation services du...
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RESOLVED - 9/28/23 - Potential SMS/MMS Delivery Failures to Verizon and AT&T Networks in the US
4:21 PM Eastern Time - Twilio is reporting that SMS/MMS delivering successfully to Verizon and AT&T numbers. They are continuing to monitor to ensure full recovery. 3:30 PM Eastern Time - Twilio, o...
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Troubleshooting: Unable to See or Hear Other Participants
This article is intended to show common troubleshooting steps for the issue where a video session attendee is able to be seen and heard but can't see or hear another participant. This issue happens...
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On Android 12 and 13, Chrome requires using the "Media Volume" to adjust the volume instead of the phone's volume slider.
There is a known audio issue affecting the Google Chrome browser on some Android Phones that causes the audio to play through your phone’s ear speaker instead of the speaker phone. This can cause t...
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Clearing Cache and Cookies and Updating your Browser
When running into issues with a video session or if you have trouble logging in, check to make sure you are in one of our recommended browsers. We recommend either using Google Chrome , Firefox ...
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Running Session Reports as an Admin
This article explains how to run session reports on past session activity as an Organization Admin or Manager user type. The Report dashboard shows session activity up to the previous day. This art...
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Video Visit - Dial In Feature
This article gives an overview of our optional Dial In feature. This feature is off by default, and must be enabled for your organization by Hatch. With this feature enabled, attendees will now ha...
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On Android 13, Firefox microphone and camera permissions require a device restart
Known Issue When joining a video session on Firefox on an Android 13 mobile device sharing access to camera and microphone in the session does not successfully cause the audio and video to connect....
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Join a Session Using a Meeting ID
This article is intended to show how to join a video session through the "Join a Session" option in the portal log in page with the meeting ID from the video session. Create a Meet Now session or ...