Using Zoom Telehealth - FAQ

In this article:

• General FAQs about Using Zoom Telehealth
• FAQs about Zoom Telehealth Pro
• FAQs about Zoom Telehealth BYO
  
  

General FAQs about Using Zoom Telehealth

❓ How can I turn on Telehealth links on appointments automatically? 

Appointments created in a Telehealth Video Call location will have Telehealth link on automatically. This will require an initial setup:

1. In Settings > Practice > Locations, create new or edit an existing location to add the Telehealth Location Type to its settings. 
2. Use this location to create Availability for practitioners. Allow for client online bookings, if applicable. 
3. Once the above is set, all new appointments created in these locations, manually or online, will have the Telehealth links on automatically. These links will work for all types of Zoom Telehealth: Basic, Pro and BYO.

Yes, it is. Here is how:

• Navigate to Settings > Practice > Locations and open each location to edit.
• In the Location Type dropdown, select Telehealth Video Call. Save.
• Repeat the above for all or some of your locations.

• You can currently use a single automatic reminder template for all location types. Add the telehealth link merge field {ClientTelehealthUrl} to incorporate the client's session link into reminder communications. Ensure that the Zoom Telehealth call link is activated in the specific appointment panel for this feature to work.
  If the link is not enabled, the system will automatically provide the client's Telehealth Lite link instead until the Telehealth Lite feature is deprecated in the end of March 2025. After March 2025, when Zoom Telehealth Link is disabled on an appointment panel, there will be a blank space in place of the {ClientTelehealthUrl} merge field in the generated personal client message.
• You can use pre-appointment automations to send telehealth links. Set automations with email communication templates with the {ClientTelehealthUrl} merge field for appointments scheduled at telehealth location types.

FAQs about Zoom Telehealth Pro

❓ Where can I find more information about Zanda Telehealth Basic vs. Pro plans?

• You can find a detailed comparison of Zanda Telehealth Basic and Pro plans here: Zoom Telehealth Basic vs. Pro

❓  When will the billing start for Telehealth Pro?

• Billing for Telehealth Pro will start from February the 1st, 2025 onwards, on your next subscription billing date. You can find your account billing date in your account Settings menu > Subscription > Subscription Information. 
  
  • For example, if your subscription billing date is the 21st of each month, your Telehealth Pro subscription billing will start off the 21st of February, for the period of 21 February - 21 March, meaning that you will still be using Telehealth Pro for free until the 21st of February 2025. 

❓ How will the billing work if I enable or cancel Telehealth Pro in the middle of the monthly subscription period?

• If you enable your Telehealth Pro subscription for the first time after February 2025, you will be billed on a pro-rata basis for the remainder of the first month. For subsequent months, you will be charged the full monthly subscription fee.
• If you choose to cancel your Telehealth Pro subscription mid-month, you are able to do this via Settings > Communication > Communication Options. Once cancelled, you will still be able to use the Telehealth Pro calls until the end of the paid period, and you will be billed for the entire month. The Telehealth Pro settings form will show you the date when the paid period lapses.

❓ Am I able to manage my Telehealth Pro subscription myself? 

• Telehealth Pro subscriptions are managed per a practitioner. Only the account master user or authorized users with the permission to access the Settings menu will be able to manage Telehealth Pro subscriptions (enable and disable them for specific practitioners).
• These controls are located in Settings > Communication > Communication Options or Settings > Practice > Subscription > Optional Add-ons.

❓ Is there a detailed Telehealth Pro Usage Report?

• You can see the detailed information on the current Telehealth Pro subscriptions in Settings > Communication > Communication Options. 
• • • Click the ‘Enable Telehealth Pro’ button to open the settings modal.
    • You will see a list of your account practitioners.
    • Each practitioner will have information about the type of Zoom licence they have enabled: Basic, Pro or BYO.
    • Basic users will have information about how many of the available Pro calls they have used this month. 
  • Navigate to Reports > System > Telehealth Sessions report to see the detailed breakdown of the Telehealth Session Usage Report
  • To check when a Telehealth Pro subscription was enabled or disabled per a practitioner historically, go to Tools > Log File and filter the records by Telehealth as the Page name. 

FAQs about Zoom Telehealth BYO

❓ What happens if my own Zoom subscription ends and I haven’t extended it? 

• In this case, you can switch to using Zoom Telehealth Basic or Pro options available at Zanda. To do so:

1. Disconnect from your own Zoom account in your practitioner profile > Telehealth Integration and click ‘Disconnect From Zoom’.
2. Once disconnected from your own Zoom account, you will be able to start using Zoom Telehealth Basic calls immediately - just click the Telehealth Start button on an appointment panel. Appointment telehealth links will stay the same.
3. If you wish to use Telehealth Pro sessions, you will have 4 free sessions available with the Basic option each month. Should you need more Telehealth Pro calls each month, you will need to subscribe to Telehealth Pro. This is managed via Settings > Communication > Communication Options menu. If you do not have access to these settings, please reach out to your account administrator. 

❓If I use Zoom BYO Telehealth, am I bound by Zanda participant/session limitations or my own Zoom license limitations?

• If you use Zoom BYO Telehealth, you are bound by the limitations of your own Zoom license (e.g., 30-hour meeting duration, 100/300 participants), not Zanda Zoom Telehealth Basic or Pro participant/session limitations.

❓ Do I get access to all features of my own Zoom license tier (e.g., Pro/Business) if I use Zoom BYO Telehealth?

• Yes, you can access all the features included in your Zoom license tier (e.g., Pro/Business) as per your subscription with Zoom.

❓ Can I use the Zoom Apps or AI features with Zoom BYO Telehealth?

• Yes, if you connect your Zanda practitioner profile with your own Zoom account, you can use any Zoom Apps, including AI-related features, that are available through your Zoom subscription.

❓ Can I disable the Zoom BYO Telehealth meeting passcodes? 

• Yes, this can be done in your own Zoom account settings. 

1. Sign in to your Zoom account
2. Navigate to Admin > Account Management > Account Settings
   
   
   
3. Disable the Meeting Passcode setting
   
   
4. Keep the 'Embed Passcode In Invite Link for One-click Join' on

❓ Will I see meetings created in Zanda in my Zoom account?

• Yes, each Zoom BYO Telehealth meeting created in your Zanda calendar will also be created in your Zoom account, you will see it recorded in your Meetings list🚨. You will see the date and time of the meeting. There will be no personal client information transferred.
• Here is an example of this meeting record in a personal Zoom account: