All telehealth visits on Sesame take place through the Sesame Telehealth Platform. You can start, manage, and complete each visit directly from your provider portal—no external links or third-party apps needed.
How to Join a Visit
You can join a visit from either your Dashboard or your Calendar:
From the Dashboard:
Find the appointment under Upcoming Visits.
Click the camera icon next to the visit to launch the video session.
From the Calendar:
Navigate to the Calendar tab.
Select the appointment.
Click Join Virtual Appointment.
The visit will open in a new browser tab. You can leave this tab open while viewing the patient’s chart or ePrescribe in another.
From within the call, you can also:
Adjust video and audio settings
Access the patient’s chart
Open ePrescribe
Screen share
Send messages to the patient through Messaging if they’re experiencing technical trouble
You can toggle your microphone and camera on or off, though we strongly recommend keeping your camera on. Patients tend to feel more comfortable and connected when they can see their clinician face-to-face.
Setting Up Your Camera and Microphone
When you join a video visit for the first time, your browser will prompt you to allow camera and microphone access.
Click Allow when prompted.
You may also see a secondary pop-up from your browser asking you to test or confirm permissions—this is normal.
Before the visit begins, you’ll land on a preview screen where you can:
Confirm your video and microphone are active.
Choose your preferred camera, microphone, or speaker (especially if using Bluetooth or external devices).
Apply an optional background blur if you’d like to soften your background.
When ready, click Join Now to start the visit.
Timing for Patient Arrival
Patients may join before you do. You'll receive a notification if they do!
If a patient appears late:
Wait at least five minutes before signing off.
Attempt to call the patient at least twice using the Call Patient feature before marking the visit as a no-show.
Using the Call Patient Feature
If a patient doesn’t join or is having technical issues:
Click Call Patient from within the visit window.
Wait approximately 30 seconds before attempting a second call—there’s a short delay before the call connects.
Calls are made through the Sesame platform, not your personal phone.
When you call through Sesame:
The call is logged in our system, providing verifiable proof that the visit took place.
This allows Sesame to confirm attendance in case a visit is ever disputed.
Calls made from your personal phone cannot be verified, which means Sesame may have no record of the visit.
Tip: While most patients will see “Sesame” as the caller ID, this depends on their phone carrier. Some may see an unlisted or unknown number, which is unfortunately outside of our control.
Patient-Reported Provider No-Shows
If a patient reports that a provider missed a visit, Sesame’s Provider Success team reviews call and visit logs to verify attendance.
Evidence reviewed includes:
Whether the provider joined the video call, or
Whether the provider placed an audio call through Sesame
If neither action is logged and no clinical note was completed (in cases where a call took place off-platform due to technical difficulties), the visit may be classified as a provider no-show.
In that case:
The patient will be refunded, and
The provider will not be paid for the visit.
To avoid this, always conduct visits on-platform whenever possible and complete a clinical note for every encounter.
Best Practices
To ensure a smooth, reliable connection:
Use the Google Chrome browser.
Join from a laptop or desktop computer.
Connect to secure, high-speed Wi-Fi (avoid public or shared networks).