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See what your client sees

The check-in page and waiting screen a shared room link opens, which are not the ones your personal room opens.

Who can use it
Room members
Plans
Paid plans

A shared room link does not open the screens your personal room link opens. It is a different page with a different sequence, and a client who has seen one will not recognize the other.

This article is the client’s side of it, so you can answer a question about a screen you are not looking at.

A full page check-in screen. On the left a large camera preview captioned This is how you will appear in the call, with microphone, camera and settings buttons over the bottom of it. On the right the clinic logo, the clinic name, a room name in a rounded tag, a line saying the next available provider or staff member will bring you into their room, a Your Name box, a Check in button, a Test Your Connection link and a crisis line note.
The tag under the clinic name is the room. The preview on the left is the client, and only the client, until they check in.

The client sees their own camera before anyone else does, types a name, and selects Check in. Test Your Connection under the button checks their camera, microphone and network first.

What they do not see is a person. The tag under your clinic name is Room name, and the line beneath it says “Check in and the next available provider or staff member will bring you into their room.” rather than naming anyone. That is the difference worth knowing: they are checking in to a desk, so they are not expecting you specifically.

If the room asks for a phone number, the box appears under the name and they cannot check in without it.

While they wait to be claimed

The same page after checking in. The camera preview is unchanged on the left. On the right, under the clinic name and room tag, a green tick beside the words YOU ARE CHECKED IN, then the client name in large type, then a message saying the team has been notified and to keep the window open. Test Your Connection, the crisis line and a red Leave link follow.
Checked in and waiting. The paragraph under the name is the welcome message set for that room, and the red Leave at the bottom takes them out of the queue.

The page confirms You're checked in with their name, and then shows the message you wrote for that room.

Which message they get depends on you, live. Your Welcome message shows while at least one member of the room is online. The moment the last one goes offline it is replaced by your Unavailable message, under the heading “But, no one is available right now”, without the client reloading anything. Both are set per room. See Create a shared room.

A paused room counts as nobody being there. Pausing shows the Unavailable message even while members are online, which is the point of pausing.

When somebody claims them

The same page after being claimed. The camera preview is unchanged on the left. On the right, where the clinic logo and room tag were, there is now a round photograph of the member, the line You are now connected with, their name, and a line asking the client to hold while they start the call or send a message. A Send a message button follows, then Test Your Connection, the crisis line and Leave.
Claimed. The clinic logo and room tag are replaced by the member who has them, and Send a message appears for the first time.

The right column is the only thing that changes. The header and the camera preview stay exactly where they were, so it reads as somebody arriving rather than as a new page.

Three things change at once, and all three are worth knowing:

  • The room stops being the subject. The clinic logo, the clinic name and the room tag are replaced by your picture, your name and your credential. Until this moment the client was waiting on a desk; now they are waiting on a person.
  • Send a message appears. This is the first point at which the client can reach anyone, and they can write first. It is safe because exactly one person owns them.
  • The holding message is replaced by “Please hold while they start the call or send you a message from here.”, which tells them what happens next rather than that they are in a queue.

If you release them, all three are undone: the column goes back to the room, and the button disappears along with the thread. See Release a client someone else has.

What to know

  • Their camera and microphone are already running on this page, which is why the preview works. Nobody else can see or hear them until a call starts.
  • Leave asks them to confirm, then takes them out of the queue. They can open the same link again at any time.
  • Closing the tab has the same effect as leaving, so the page tells them to keep the window open.