Users subscribed to Telehealth must ensure they are using the proper devices and browsers to avoid issues when conducting a Telehealth session.
Telehealth with the system does take a higher bitrate demand than other video platforms due to the encrypted nature of the data being processed. So a wired ethernet connection is always a great place to start to remove the possibility that WiFi could be causing issues with your Telehealth sessions.
Jump to Section:
NOTE: Feature availability depends on your subscription plan
TIP: To ensure optimal call quality, go to https://video-diagnostics.twilio.com/ to complete a pre-call test before you begin your appointment. A pre-call test is an essential step before your telehealth session to ensure that your device and connection are ready for a smooth and uninterrupted experience. This test helps determine your internet speed, video and audio quality, and any potential issues with access or equipment, allowing you to address them before the session starts.
Requirements to offer Telehealth Sessions
- A computer, tablet, or phone (no applications or software to download).
- An external or integrated webcam.
- An external or integrated microphone.
- An internet connection with a bandwidth of at least 10 MBPS. We recommend an Ethernet cable over Wifi when possible to ensure you receive the best possible connection through your internet provider. You can check your internet speed here.
You should shut down all background applications to ensure Telehealth receives the majority of your internet’s bandwidth, especially applications that use your camera.
Send your Client these links for instructions on how to join a Telehealth session.
Will my Clients have to download anything on their computers or phones?
No. Your Clients do not have to download anything to securely access their sessions with you. They will be able to join from their phone, tablet, and computer. The Telehealth session windows are fully responsive and will adapt to the screen size of your device.
[Back to Top]
Do you recommend specific internet browsers?
You can use Mac Computers, iPhones, or iPads, as well as Windows based Computers and Android Phones and Tablets as long as you are using the following operating systems and browsers:
| Operating System (Latest Version) | Chrome (Latest Version) | Firefox (Latest Version) | Safari (Latest Version) |
| Windows | Yes | Yes | No |
| MacOS | Yes | Yes | Yes (Will not work below 10.1) |
| Android | Yes | Yes | No |
| iOS | No | No | Yes** (Will not work below 13) |
**If you join a Telehealth session on an iPad or iPhone, be sure that you are using Safari. If your default browser is set to Chrome, telehealth will not be able to open.
IMPORTANT: Telehealth is not supported on Internet Explorer or Microsoft Edge. We recommend using the browsers listed above.
If you are unsure what browser you are using, go to https://www.whatismybrowser.com/ and they'll tell you.