Question
I put a Telehealth Video consultation in the appointment book, but HotDoc didn't add a video link, and the patient didn't receive a link either. Why might this have happened?
Solution
If a Telehealth Video appointment did not generate a video link, there are a few common settings and timing issues to check.
Follow the checks below in order.
| If a configuration issue is identified and fixed, the existing appointment will still not generate a video link automatically. The appointment must be recreated after the change has been made. |
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In this article |
Check 1 – Was the appointment just created?
Telehealth Video links are not generated immediately after an appointment is created.
In most cases, links will appear within 15 minutes once the appointment syncs through from the PMS to HotDoc.
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Check 2 – Is the practitioner enabled for Telehealth Video?
The practitioner must have Telehealth Video enabled in the Dashboard.
To check this:
- In the Dashboard, go to Bookings
- Select Practitioner Setup
- Select the practitioner
- Ensure Accepts Video Appointments is enabled
If this setting is disabled, HotDoc will not generate video links for that practitioner's appointments.
For more information, see: Getting Started with Telehealth Video Consultations
Check 3 – Is the appointment type linked correctly?
The appointment type in the PMS must be linked to a Telehealth-enabled appointment type in HotDoc.
If the appointment type is not linked correctly, the appointment may sync as a standard appointment instead of a Telehealth Video appointment.
To check this:
- In the Dashboard, go to Bookings > Appointment Types
- Select Edit next to the relevant appointment type
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Check that the correct appointment type is linked
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Confirm the appointment type is configured for Telehealth Video
For more information, please see: How to create and manage Telehealth appointments
Check 4 – Is the practitioner linked to multiple Dashboards?
This issue can occur when:
- Multiple clinic locations share the same PMS database, and
- The same practitioner profile is linked in more than one HotDoc Dashboard
In this situation, HotDoc may be unable to determine which clinic should generate the Telehealth Video room.
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A practitioner works across two clinic locations that share the same PMS database, and both Dashboards are linked to the same practitioner profile. This can prevent the video link from generating correctly. To resolve this:
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Still not working?
If all settings appear correct and the video link still has not generated after 15 minutes, please contact HotDoc Support and include:
- Practitioner name
- Appointment date and time
This will help our Support team investigate the issue faster.