Headway Telehealth

Headway Telehealth is our secure, HIPAA-compliant video platform designed to connect providers and clients seamlessly for virtual appointments. It requires no client logins, software downloads, or complicated setup.
 

Before your session

For the best telehealth experience, ensure you have:

• A computer, tablet, or smartphone device with the latest version of Chrome, Firefox, Safari, or Edge
• A stable and secure internet connection
• Working webcam and microphone
   

Testing your setup (provider only)

1.  
   1. Navigate to Settings and select Telehealth and Offices
   2. Allow browser permissions for camera and microphone when prompted
   3. Ensure your device volume is turned up
   4. Test with the same device and location you plan to use for your session
      
       

Joining your Headway Telehealth session as a provider

Option 1: Join from your calendar

1.  
   1. In the provider portal, navigate to your Calendar
   2. Click into the session you'd like to join
   3. 15 minutes before the scheduled time of the session, a Join Session button will appear
   4. Click the button to launch the telehealth session
       

Option 2: Join from email 

1.  
   1. Check your email for a daily reminder with all your scheduled sessions
   2. Click the link that corresponds to the session you'd like to join to launch
      • You’ll be prompted to log into your Headway account if you haven’t logged in in the last 7 days
         

Option 3: Copy link manually

1.  
   1. From your calendar, click on the session
   2. In the session details, click Copy Link
   3. Open a new browser tab and paste the link

Note: You can send this same link to your client if they’re looking for it. 

Joining your Headway Telehealth session as a client

Option 1: Join from your email

1.  
   1. Check your email for session reminders
   2. Locate the most recent reminder (sent 1 hour before your session)
   3. Within the email, click the Join session button
   4. The telehealth platform will open in your browser
       

Option 2: Join from the Appointments page

1.  
   1. Log in to your Headway client account
   2. Navigate to the Appointments tab
   3. Find your upcoming session at the top of the page
   4. Click Join session (available 15 minutes before your appointment)
       

Camera and microphone controls

• To toggle video: Click the camera icon to turn your video on or off
• To toggle audio: Click the microphone icon to mute or unmute
• To switch devices: Click the gear icon to change camera or microphone inputs
   

Screen sharing

1.  
   1. Click the Share screen icon
   2. Select what you want to share (entire screen or specific application/window)
   3. Click Share
   4. When you’re finished sharing, click Stop Sharing at the bottom of the screen
       

Background blurring and virtual backgrounds

To blur your background or use a virtual background:

1.  
   1. Join your telehealth session
   2. Click the three dots in the control panel
   3. Select Apply background effects
   4. Choose blur or select a virtual background
   5. Click Apply
       

In-session troubleshooting

To start troubleshooting, try the following to fix the issue: 

1.  
   1. Refresh your web page
      • Click the circular arrow at the top of your browser or press F5 on your keyboard
   2. Try "private" browsing
      • In Chrome
        • Click the three dots in the top-right corner and select New Incognito Window or press Command+Shift+N
      • In Safari
        • Click "File" then New Private Window
      • In Edge
        • Click the three dots and select New InPrivate Window
   3. Try a different browser
      • If Chrome isn't working, try Safari, Firefox, or Edge instead
   4. Completely close your browser
      • On Mac, press Command+Q
      • On Windows, right-click the browser icon in the taskbar and select Close all windows
   5. Get closer to your WiFi router
      • The closer you are to your router, the better your connection will be
   6. Restart your computer
       

Camera/microphone access issues

Problem: Browser shows "Camera/Microphone access denied"

Solution:

1.  
   1. Check browser permissions:
      • Chrome: Click the lock icon in the address bar → Site Settings → Allow camera and microphone
      • Firefox: Click the shield icon in the address bar → Allow camera and microphone
      • Safari: Preferences → Websites → Camera/Microphone → Allow for headway.daily.co
   2. Close other applications that might be using your camera
   3. Restart your browser, or try a different browser
   4. If you’re using a mobile device, check your privacy settings to ensure browser has camera access
   5. If all else fails, restart your device 
       

Audio issues

Problem: Can't hear the other participant or they can't hear you

Solutions:

1.  
   1. Check if you're muted (microphone icon with a line through it)
   2. Verify that the correct microphone/speaker is selected:
      • Click the gear icon → Audio settings → Select appropriate devices
   3. Adjust volume settings on your device
   4. Try using headphones to eliminate echo
   5. Restart the session
   6. If all else fails, restart your device 
       

Video issues

Problem: Video is frozen, pixelated, or not displaying

Solutions:

1.  
   1. Check your internet connection (you can run a speed test at speedtest.net)
   2. Close other applications or browser tabs
   3. Try turning video off and on again
   4. If on WiFi, move closer to your router or switch to a wired connection
   5. If all else fails, restart your device
       

Connection issues

Problem: Session keeps disconnecting or is unstable

Solutions:

1.  
   1. Check your internet connection (you can run a speed test at speedtest.net)
   2. Close bandwidth-heavy applications (streaming services, file downloads)
   3. Connect to a stronger WiFi signal or use wired internet
   4. Switch to a mobile data connection if WiFi is unstable
   5. If all else fails, restart your device
       

Device-specific issues

iPad/iPhone issues

• Safari works best for iOS devices
• Allow camera/microphone access in Settings → Safari → Camera/Microphone
• Ensure iOS is updated to the latest version
   

Android Issues

• Chrome is recommended for Android devices
• Check app permissions in Settings → Apps → Chrome → Permissions
• Clear browser cache if experiencing issues
   

Provider telehealth settings

Bulk updating sessions to use Headway Telehealth

1. Navigate to Settings and select Telehealth and Offices
2. Next to Telehealth location options, click Update all telehealth sessions
3. Choose Headway Telehealth, and Save
   • Note: This will update ALL existing appointments on your calendar.
4. Select Update all telehealth sessions
5. We’ll send notifications to your clients with the new session links, if applicable
    

Using your own telehealth platform 

If you prefer to use your own telehealth platform:

1. Navigate to Settings and select Locations
2. Select My own telehealth URL
3. Enter your telehealth URL
   • Note: Only use this setting if you have one telehealth link that you use for all your sessions.
4. Save changes
    

Telehealth preferences for new client referrals from Headway

If you’d like to set your telehealth default for new referrals who book: 

1.  
   1. Navigate to Settings → Telehealth and Offices
   2. Choose your preferred telehealth default for new referrals
      • Note: All sessions booked using your Headway booking link or booked by clients searching on Headway will automatically include your telehealth default preferences.
         

Emergency support

If you cannot access the Headway website:

1.  
   1. Use the backup telehealth link sent to your email
   2. Contact your provider / client via phone or email 
       

General FAQ

Provider FAQ

Client FAQ