Lesson 1 - Technical Help

Technical Help For Counsellors

Technical Help for our counselling team is available in several ways. It is important that you are well-prepared for your video sessions and also, that you reach out for help from our client services team when you need it. That is what we're here for! To guide you in the right direction, and help you to provide an amazing experience for your Wellin5 clients. 

Here are some tips and advice to help you prepare for technical issues:

Test Your Wifi Connection Before You Start

As many clients will connect for video counselling from a rural or private location, it is in your best interest to have high quality wifi possible when connecting on the Wellin5 platform.

Test your audio/video quality and wifi connection before you start your session here 💻:

https://tokbox.com/developer/tools/precall/

Make sure you have a wifi connect of a minimum 250 Mbps and be careful of sharing your internet while in your video session. Make sure no one else is watching Netflix or using your internet.


Top 6 Ways to Be Prepared For Your Session

1. Prepare!

Be prepared with all of the equipment and technical support you need before your session starts.

2. Use the Right Web Browser

Make sure you're using the correct web browser: Chrome, Firefox or on iPhone: Safari. 

Please note: Internet Explorer is not compatible with Wellin5. 

3. Check your WiFi Connection

Make sure you have a wifi connect of a minimum 250 Mbps and be careful of sharing your internet while in your video session. Make sure no one else is watching Netflix or using your internet.

4.  Check your audio and video

Try using headphones or an external microphone. 

5. Call Your Client

If all else fails and you cannot see or hear your client, CALL YOUR CLIENT. Your client's phone number is listed in their client intake form. 

6. Use the Right Device 📱

iPhone, Android, PC or Mac all work with Wellin5.

We recommend counsellors use PC or Mac because you will have a larger view of your client. This will enable you to see more versus the smaller screen size of a phone.


For more information, read this article: I'm having technical problems, what do I do?

 

Go to LESSON 2 > Using Your Dashboard


Did this help answer your question?

thumbs up
thumbs down

Thanks for the feedback! 🙏🏽