1. Help Center | Knowledge Base
  2. Standard and Premium Plans

How to Use Your Coviu Waiting Area

This article will explain how to use the Coviu Waiting Area based on your workflow requirements.

Last Updated: June 2022

  • Our Waiting Area feature is available on the following plans:
    • Our 2-week free Trial Plan
    • Premium Plan
    • Enterprise Plan
  • Not sure what plan you are on? Click here to find out.
  • If you are on a custom Enterprise plan, you can click here to find out how to get this feature set up.

    Tip: make sure that you run a Coviu Precall Test before you host a consultation to detect any software, hardware or bandwidth issues beforehand.

    On this page:

    1. Book patient appointments in your practice management software, as per usual
    2. The patient enters your online Waiting Area at the appointment time
    3. The patient arrives in the Waiting Area
    4. Users/Team members receive SMS, desktop and email notifications upon patient entry
    5. Send notifications to patients who are waiting
    6. Reception picks up the patient for triage, payment, intake forms, etc.
    7. Reception allows the patient to return to the Waiting Area
    8. The practitioner picks up the call when ready
    9. More support options

    Step 1: Book patient appointments in your practice management software, as per usual

    You can take your appointment bookings as per usual, whether is it via an online booking button, phone or email. Enter them into your practice management software, as normal.


    Step 2: The patient enters your online Waiting Area at the appointment time

    Whilst configuring your waiting area, you will be asked to share your waiting area to patients via a link, a button on your website or embed it into a page. 

    This is your 'front door', where your patients can enter your clinic and wait to be seen.


    Step 3: The patient arrives in the Waiting Area

    Once the patient enters the waiting area, they will appear in your dashboard and you can message, triage and accept their calls from there.

    Patient waiting area

    Step 4: Users/Team members receive SMS, desktop and email notifications upon patient entry

    Team members who are subscribed to notifications will receive them once a patient enters the waiting area. This ensures incoming patients are attended to in a timely manner.


    Step 5: Send notifications to patients who are waiting

    Click Notify on the patient you want to message. You can then write a brief sentence such as "We are running 5 minutes late" or "Please have your credit card details ready".

    This message will appear on the patient's screen whilst they are waiting to be picked up.

    Waiting room message

    Step 6: Reception picks up the patient for triage, payment, intake forms, etc.

    Reception staff can pick up a waiting caller by clicking Join in the Waiting Area. The patient will automatically be marked as Being Seen when they are speaking with reception.


    Step 7: Reception allows the patient to return to the Waiting Area

    Once they have finished with the payment, intake forms or whatever else they may need to do, they will put the caller back in the waiting area.

    This is done by clicking the red Hang Up button followed by Leave call.

    The patient will then be marked On Hold, as they are waiting to be picked up by the clinician.

    Hang Up Button Patient leave call options

    Note: clicking on End call will end the call for all participants and the clinician will not be able to retrieve this patient from the Waiting Area.


    Step 8: Practitioner picks up the call when ready

    After the patient has been seen by reception, the practitioner will be notified that they are ready. The practitioner can then pick their patient up from the Waiting Area by also clicking Join.


    More support options

    You have completed another Coviu help article. You now know how to use the Coviu Waiting Area.

    If this is not what you were looking for, explore our knowledge base and search for another article from here.

    If you still require any assistance, please do not hesitate to get in touch with our friendly Customer Success team using any of the contact methods available here.