Video calls and telehealth

Overview

BloomText Video lets you start a HIPAA-compliant video call with any patient directly from your inbox. Patients join from any device through a browser link -- no app download required.

Watch how to start a video visit, then follow the steps below.

This guide walks you through initiating a video call, exporting call details, and following best practices for reliable telehealth sessions and virtual appointments. If someone can't hear or see you, see Fix your camera or microphone in a video call. For a lasting meeting link your team reuses, see Host a team video room.

Prerequisites

• A paid plan with video calling enabled. See Update payment method for plan details, or contact support@bloomtext.com to activate a trial.
• The patient's phone number or email address.

Steps

1. Upgrade to a paid plan

Video calls require a paid plan. If your organization does not already have video enabled:

1. Open Settings from the lower-left gear icon, select your organization, then the Plan tab.
2. Choose a plan that includes video calling and complete checkout.

If you want to evaluate BloomText Video before committing, contact support@bloomtext.com to request a trial.

2. Initiate a video call

1. Open the Inbox and click the round + button at the top of your chat list. New chat opens.
2. Click Video call. The Start a video chat window opens.
3. Enter the patient's phone number or email address. They get a link that needs no account. If you fill in both, BloomText sends the link by text only.
4. Click Invite.

BloomText starts the video visit and sends the link. The call opens in a new window. If a pop-up blocker stopped it, or you need to rejoin, click Open.

The patient receives an SMS or email containing a link to join the call. Once they click the link, they automatically join the video session from their browser.

When you hang up, BloomText asks How was your call? Pick a star rating and click Rate call to share how the call went.

3. Export video call details

When the call starts, the BloomText assistant automatically creates a conversation with you and sends updates throughout the call (call started, participants joined, call ended).

After the call is complete, you can export this conversation for your records. Click More settings (the three dots) in the chat header and choose Export this chat.

Best practices for telehealth

Send an SMS reminder before the call

About an hour before the scheduled video call, send the patient a message via your BloomText SMS number reminding them of the date, time, and that a link will be sent when the call begins. This reduces no-shows and gives the patient a way to reach you if they have trouble joining.

Example reminder:

Hello Jane, this is a reminder that you have an upcoming video appointment with Dr. Fong today at 3pm. You will be sent a secure link at the time of your appointment. If you have any trouble joining the video session, please give us a call.

Ensure a good internet connection

Before initiating a video call, make sure you have a stable internet connection. If possible, encourage the patient to connect via Wi-Fi and stay within range of their router.

Use a laptop or PC when possible

Desktop and laptop computers generally provide the best video call experience. If a patient is having trouble on their mobile device, suggest they switch to a laptop or PC and resend the invitation via email.

Edge cases / gotchas

• Video calls require a paid plan. Free-tier organizations cannot initiate video calls.
• Browser compatibility. Video calls work in modern browsers (Chrome, Firefox, Safari, Edge). Patients on very old browsers may need to update.
• Firewall restrictions. Some hospital or corporate networks block WebRTC traffic. If the call fails to connect, try switching to a different network.
• One call per invitation. Each invitation link is tied to a single call session. If you need to restart, send a new invitation.

Related flows

• Fix your camera or microphone in a video call
• Host a team video room
• Getting started with BloomText
• SMS messaging with patients
• BloomText feature overview
• Update payment method