Overview
Providers can temporarily pause one or more clients during a live telehealth session by moving them to the Waiting Room. This allows you to manage interruptions or take a brief pause without ending the visit. Paused clients can be resumed at any time.
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Before You Begin
- You must be the provider (host) in the session.
- This feature is available in group and one‑on‑one sessions.
- Clients cannot pause or resume sessions themselves.
Pause Clients
When a client is paused, they see the following message:
“Your provider has paused this session and the session will be resumed shortly.”
NOTE: This message remains visible until the client is resumed or leaves the session.
Pause all Clients
Use this option when you need to pause the session for everyone except yourself.
- During the session, open the More menu.
- Select Pause All Clients.
- Review the confirmation message.
- Click the blue Confirm button.
All clients are moved to the Waiting Room. Canceling the confirmation makes no changes.
Pause a Client
Use this option when you need to temporarily pause participation for one client.
- Open the client’s More menu by clicking the vertical three dot icon to the right of the client name.
- Select Pause.
- Review the confirmation message.
- Click the blue Confirm button.
Only the selected client is moved to the Waiting Room. Other participants remain in the session.
Resume Clients
When you are ready to continue the session:
- Select the Resume button below the Client name to bring back one client, or
- Open the More menu and select Resume All Clients to bring back all paused clients.
Clients rejoin the session immediately.
Additional Information
IMPORTANT:
- Only providers can pause or resume clients.
- Providers cannot pause themselves.
- The pause and resume experience is the same across all session types.