Common issues
:::info Draft Scaffolding. Replace these with the issues support actually sees — the real list should come from the support inbox, not from guessing. :::
No draft appeared before my clinic
Most often the package arrived too close to the appointment, or it did not get matched to the right appointment.
The draft missed something in the package
Correct it in the chart, then report it — misses are the most useful feedback support receives. Email the chart ID and what was missed.
The scribe did not capture a video consult
Almost always the wrong window was shared. The scribe captures audio from whatever window or tab you selected when you started sharing — if that was not the tab the call was running in, there is no call audio to capture.
Run the call in a browser tab, choose the video option for the scribe, and select that tab when prompted. See Remote and phone visits.
The phone visit came out poorly
Phone capture depends on how clear the audio out of the handset is — there is no native phone integration, so the scribe hears the call through the room. Raise the speakerphone volume and move the phone closer to your microphone. Full detail in Remote and phone visits.
The scribe did not capture an in-person visit
The note went into the wrong place in the chart
Usually EMR configuration.
Contacting support
Include the chart ID and roughly when it happened. Do not include patient names or identifying details in email.