Five minutes before your virtual visit, you receive email, SMS or push notification(s). Or, if you are using the TELUS CHR Connect app, the Join virtual visit icon appears next to the appointment.
These prompt you to join your visit. Once you've joined the visit, you can communicate with your provider using the text-based chat or video and audio.
⚠️ Important: If you want to use a cell phone, or tablet, you must first download the CHR Connect app. For more information, refer to Setting up TELUS CHR Connect. If you are not able to download the app, you should use a computer.
For additional questions, or if you need assistance please contact your clinic directly.
Steps
Based on your communication preference, start your virtual visit:
From the email, select Start CHR Connect Virtual Visit.
From the SMS, select the provided URL.
From the push notification, touch anywhere on the notification.
From the CHR Connect app, navigate to your appointment in the Appointments page.
Select Join virtual visit, and proceed to step 3.
📌 Notes:
If your provider has already started the virtual visit when you log in to CHR Connect, the Ready to join? window opens automatically. Click Join.
If you are already logged into CHR Connect and your provider starts the visit, the Virtual visit window automatically opens. Click Accept to join the visit.
If you are early, from the Appointments page, you can select View and then select Join virtual visit.
If you connected from the email or SMS, enter the access code provided in the notification and select Log In.
If you connected from the email, SMS or push notification, select to acknowledge the terms and conditions, and then select Continue.
Click to turn on your Microphone or Camera. Or select Continue without video chat to use only the chat feature.
📌 Note: You may need to allow permissions. For help refer to Virtual visit troubleshooting (for patients).
Select Join Now.
If your provider has already joined, your visit starts.
If your provider has not joined, you see a Please wait for your provider to join screen. Once your provider joins, the visit starts.
💡 Tips:
Once the call starts, you may need to click to start your microphone and camera again.
You may have required tasks to complete. Refer to Completing tasks in your CHR Connect Virtual visit (for patients).
To toggle your video or microphone off and on, select the microphone and video icons at the bottom.
To send a message to the provider, on the right-side, select the chat field, type your message and select enter or the send icon.
If required, you can invite a guest to join your visit. For example, you want to include your caregiver, so that they can provide support, extra information and help with any post-visit actions.
Your provider must first grant you permission to invite a guest.
Once your provider has given permission, click the invite guest icon beside the end call icon. The Invite guest window opens.
Enter the guest's email or phone number, and click Send invitation. An invitation is sent to the guest. Once the guest joins, and the provider permits them access, they are connected.
💡 Tip: When using a mobile device, you can swipe down on the Chat or Tasks tab to minimize it and see all participants on the call.
When your visit is complete, select the red End Call icon.
Updated February 12, 2025