What you need
UPDATE (August 2023): while the best browser to use for this feature is Safari, we are currently working on improving the integration. We therefore recommend using Google Chrome to join a virtual visit. You can use a headset if you wish.
Joining a virtual visit
Step 1: Open the email from your caregiver on your Apple device.
Before the scheduled start time of your visit, your caregiver will send you an email that contains a button that you can click to open your video session.
The email will contain information about the timing of your visit, the service you are receiving, and the name of your caregiver. It will look like the example below:
Step 2: click Join virtual visit.
When it is time for your visit, click the Join virtual visit button in the email you received.
The video session with your caregiver will open as a window in your web browser.
Step 3: enable your microphone and camera (if not already enabled).
When you join the call, you may be prompted by Google Chrome to enable your microphone and video. Depending on your device's settings, your microphone and camera may already be enabled.
Step 4: participate in the video call
Once your caregiver has joined the call and enabled their microphone and camera, you will be able to see and hear them. Your image will appear in the bottom right corner.
If your caregiver is not in the video session, you will see a message informing you that the caregiver has not yet joined the visit.
Call the number on the screen for the agency if your caregiver does not join the call for the next few minutes.
On the call, you can use the buttons at the bottom of the screen to hang up the call, switch the direction of your camera, or mute your microphone.
Press to hang up the call.
Press to switch the direction of your camera so that it is facing away from you rather than toward you.
Press to turn off your microphone so your caregiver cannot hear you.
Press to turn off your video camera so your caregiver cannot see you. You can turn your camera back on by selecting the same button.
You can also press the button to open this guide for help.
Step 5: end your virtual visit
When your visit is over, you or your caregiver can hang up to end the call by pressing the red button.
When you hang up, you will receive a message informing you that your virtual visit has ended.
If your caregiver hangs up, you will receive a message indicating that the caregiver has hung up.
If the visit is not supposed to be over, call the number provided in the message. Otherwise you can press the hang-up button and click to close out of the window.
Having problems joining a virtual visit from an iPad or iPhone? Check out these troubleshooting tips for the following scenarios:
- The virtual visit is not opening in my web browser
- I received a message that my virtual visit is expired
The virtual visit is not opening in my web browser
On iPhones and iPads, note that Google Chrome may block certain video and audio settings on iOS devices. Be sure to check your general device and browser security settings so you can join in on a virtual visit seamlessly.
If you are opening the link to a virtual visit from a Gmail email account on an iPhone or iPad, this will open up automatically in Chrome, provided that you have the Chrome app installed and set as your default browser.
To change your default browser in Gmail, open the Gmail app on your device and click the hamburger menu in the top right corner.
Next, scroll down to select Settings.
In Settings, select Default Apps.
In the Browser section, you will see that a check mark will appear next to the current default browser.
You can also toggle on and off the setting Ask me which app to use every time. This will allow you to choose whether you wish to use Chrome or a different browser every time you open a link from Gmail. Remember to use Chrome to open links to join virtual visits.
I received a message that my virtual visit is expired
If you try to click the Join virtual visit button in the email after the scheduled end time of the visit has passed, you will receive a message that the virtual visit has expired. If the visit did not happen as scheduled, please call the number provided to you in the message.
For additional help, please see the attached guide How to Join a Virtual Visit from Mobile Phone.