Live Support Session and Live Chat

If Auto Fill isn’t working right on your EHR, support may ask you to turn on a Live Support Session. While it’s on, support can see the page you’re working on and chat with you in real time, so you don’t need a phone or video call.

Turning it on

1. Open the note you’re having trouble with in your EHR.
2. In the SOAP Note Buddy extension, open Settings and turn on Live Support Session.
3. A small red badge appears on your EHR page so you know the session is on.

Turn it on from the tab with your note. If you switch to a different tab, turn it off and on again from the new one.

Chatting with support

While the session is on, a Live chat with support panel appears at the bottom of the extension window. Messages from support show up there (and as a notification if the window is hidden). Type in the box and press Send to reply.

You can collapse the panel by tapping its header. It disappears when the session ends.

Turning it off

Turn Live Support Session off in Settings when you’re done. It also ends on its own after a few hours.

Privacy

Support can see whatever is on the page while the session is on, including patient information, the same way it’s handled for every Auto Fill. This is covered by our HIPAA Business Associate Agreement, and the session data is temporary. If you can, use a test or practice patient during a session. Only turn it on when support asks, and turn it off when you’re finished.