What are live sessions and how do they work?

Therapy clients whose subscription includes live sessions can select from one of three modalities (video, audio, or chat) when scheduling an appointment to meet with their provider in real-time.

Due to legal regulations around prescribing psychotropic medications, Talkspace psychiatry sessions must be conducted through live video sessions. We are unable to offer live chat or live audio sessions to psychiatry clients at this time.


Live Sessions By Client Type 

Depending on your coverage, your access to live sessions may vary. Identify the type of coverage you have and explore more below.

Health Insurance (Behavioral Health Benefits) + Employee Benefits/EAP Accounts
If your Employee Benefit Plans, Employee Assistance Program (EAP), or medical insurance covers both live sessions and asynchronous messaging, you can select which of these formats you'd like to redeem your prepaid session for prior to starting each. To select, click the Book a Session banner that appears at the top of your therapy room and choose to start a live session or an asynchronous messaging session.

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If you initiate an asynchronous session, a “Messaging Session in Progress” banner will appear at the top of the room. Please keep in mind that you'll not be able to switch to a live session once an asynchronous session is started. 

SessionInProgress.png

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Note: If you’d like to reselect the live session modality of a booked session, you’ll first have to cancel the session and then rebook it with the new desired live modality. 

Health Insurance (Behavioral Health Benefits) Accounts Only
BH clients are required to authorize each session in order to receive a new credit to book. Every time you finish a session and your provider submits a report, a banner will appear on the top of your room with language similar to the following:

SessionComplete.png

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When you click Continue to next session, you'll be shown your estimated charges for this session and asked to authorize this additional charge/session. If you are not seeing this option in your room, please contact your therapy provider to request they submit a session report for your work together.

Be sure to also follow the How do I schedule, reschedule or cancel a session? procedures below to schedule a live session or initiate an asynchronous session with your provider after you authorize the next session.

Self-Pay (No Coverage)
Each therapy subscription includes a set amount of live sessions that are given and to be used within that same billing period; unused live sessions don’t roll over month to month. We recommend scheduling all live session credits as soon as they become available at the start of your billing periodthis way, you're guaranteed to use them all. If you need an extra session, more can be purchased a la carte.

Planning your Live Sessions 

Don't put off connecting with your provider any longer! See below for a step-by-step guide to building your relationship with your provider in real time.

How do I schedule, reschedule or cancel a session?
Web Mobile App
Web
Scheduling a live session

To schedule a live session with your provider:

  1. Log into your account on www.talkspace.com.
  2. Once logged in, scroll down to the Tools section on the left side of the screen.
    • If you are in your chatroom, click on the 4 icons () at the top-right corner of the screen, and skip to step 4.
  3. Under Tools, click on Live sessions.
    • From there, you will be able to select a provider.
  4. On the Room details page, click on Book session.
    • If you don't have a session credit available, you'll have the option to purchase one.
  5. Select the length of session you would like to have.
  6. Next, select the live session format type you would like to have: 
    • Video
    • Audio 
    • Chat 
  7. Select a session date and time from the available options.
    • Can't find an available time slot that works for you? Click the option to discuss or share your availability with your provider.
  8. Review your session details and click Reserve session to confirm. 

Note: Your provider has up to 24 hours before the scheduled session to confirm.

Rescheduling a booked session

To reschedule a booked session:

  1. Log into your account on www.talkspace.com.
  2. Once logged in, scroll down to the Tools section on the left side of the screen.
    • If you are in your chatroom, click on the 4 icons () at the top-right corner of the screen, and skip to step 4.
  3. Under Tools, click on Live sessions.
  4. On the Room details page, click on the 3 dots (threedots.png) next to the existing appointment.
  5. On the Book a session page, select Reschedule session and click Continue.
  6. Select a new session date and time from the available options.
  7. Review your session details and click Confirm rescheduling to complete the process.

Note: Clients are asked to review and agree to our cancellation policy in order to complete their booking. Late cancellations and/or "no shows" to sessions may result in the loss of the session credit and being charged the full session cost.

Canceling a booked session

To cancel a booked session:

  1. Log into your account on www.talkspace.com.
  2. Once logged in, scroll down to the Tools section on the left side of the screen.
    • If you are in your chatroom, click on the 4 icons () at the top-right corner of the screen, and skip to step 4.
  3. Under Tools, click on Live sessions.
  4. On the Room details page, click on the 3 dots (threedots.png) next to the existing appointment.
  5. On the Book a session page, select Cancel session and click Continue to confirm cancellation.

Note: Clients are asked to review and agree to our cancellation policy in order to complete their booking. Late cancellations and/or "no shows" to sessions may result in the loss of the session credit and being charged the full session cost.

Live Session Troubleshooting

If you encounter issues during a live video or audio session (i.e. blurriness, choppiness, slowness, etc.), make sure your device's microphone, camera, files and media, and/or nearby devices (for bluetooth headphones) are enabled. You can do so by following these steps:

iOS: Go to Settings > Privacy > Click on applicable features (i.e., Bluetooth, Camera, Microphone)> Turn access on for Talkspace app.

Android: Go to Settings > Apps > Click on Talkspace app > Permissions > tap Allow for applicable features.

Continuing to experience technical difficulties? Check out our General Troubleshooting Tips and reach out to support@talkspace.com if issues persist. 

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