The AI Telehealth Notes feature can help therapists create SOAP notes from telehealth session recordings. Below are some solutions to common issues and answers to frequently asked questions about using AI Telehealth Notes.
Key Reminders:
- You’ll only see the record option after enabling AI usage in your profile.
- The client must consent to the recording.
- Recordings are automatically deleted within 24 hours.
To learn more about how to enable AI Telehealth Notes, record a session, and create a progress note, see AI Telehealth Notes.
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Troubleshoot Common Issues
| Issue | Possible Cause | Solution |
| Option to record isn't available | AI consent is not enabled | You need to enable AI consent in your profile before starting the session. Go to My profile and settings > Privacy & Security tab > Toggle “Consent to using AI for telehealth sessions” to on. |
| AI Summary isn't showing in the note | The telehealth session is still open | Ensure you’ve clicked End Session (not Leave Session) when your session is complete so the recording can start processing. |
| Progress note template doesn’t support AI | Verify the progress note template contains the AI Session Summary form element | |
| Recording is still processing | Check the time the session ended. The recording can take 3-30 minutes to process. |
FAQ: AI Telehealth Notes
Can I use my existing progress note templates?
- You can, just make sure they include the AI Session Summary form element. If not, you can add it or use our ready-made AI Session Summary template.
How long does it take for AI note to be ready?
- Your AI note is generated after the telehealth session is ended. Make sure to click End Session (not Leave Session) when you’re done. Once the session is ended, it can take up to 30 minutes for the note content to be ready.
How will I know when it’s ready?
- You’ll see a small notification pop up in the upper-right corner letting you know your content is available.
How long will the AI content be available?
- Once your AI session summary is ready, it will remain available for you to use when creating your progress note. You don’t need to create your progress note right away.
Why can't I see the record button in my telehealth session?
- The record button only appears after you've enabled “Consent to using AI for telehealth sessions” in your profile settings (My profile and settings > Privacy & Security tab). This is a privacy feature to ensure you've explicitly opted in to use AI features.
Where do I find my AI-generated notes after the session?
- After your session ends and the recording is processed (3-30 minutes), you'll receive a notification. Then create a progress note using a template with the AI Session Summary form element – the AI content will automatically populate in that section.