Kalix's HIPAA-compliant telehealth connects you to your health professional in a couple of clicks. An all-inclusive platform that allows for video, audio, and screen sharing, as well as file transfer and chat.

Supported on Macs, PCs, tablets, and smartphones, you can join online appointments without downloading any software. All you need is an internet connection.

Supported Browsers and Devices

  • Chrome (PCs, Macs & Android devices)

  • Mozilla Firefox (PCs, Macs & Android devices)

  • Safari (Macs, iPhones & iPads)

  • Microsoft Edge (PCs)

  • Brave

  • Opera


Contents of this Article

Preparing for a Meeting

Joining a Meeting

Deep Dive

  1. Granting Kalix Permission

  2. Allowing Video & Audio Access After Blocking

  3. Connecting & Testing Your Microphone & Speaker

  4. Connecting Your Camera

  5. Screen-sharing

  6. Hide Self View

  7. Internet Connection Strength

  8. Chat & File Sharing

  9. End the Meeting


Preparing for a Meeting

Before your first telehealth meeting, there are a few things you can do to prepare.

1. Have reliable equipment

If using a laptop or desktop computer, please ensure you have a reliable camera, microphone, and speaker. A headset (headphones with a speaker) is recommended to avoid audio feedback and echo.


2. Check your computer is up-to-date

Check that your computer and browser are the most up-to-date version. The telehealth system may not support older operating systems.

Software Update preferences

You can use the links below for instructions on updating your computer.


3. Use a strong internet connection

Good internet download AND upload speed are required for quality telehealth meetings. If you have a slow internet connection, it will result in poor sound, a time delay, or pixilated video.

Even some superfast internet plans with fast download speeds can have slow upload speeds.

Before your meeting, we suggest you conduct an internet speed test using the button below.

The recommended upload and download speeds are 2Mbps both ways.


Tips for Better Connections

  • Close other applications that use the internet, especially those playing music or video.

  • Cancel any file downloads or uploads that are in progress.

  • Connect your computer to the router using a wired Ethernet jack to prevent WiFi dropouts and speed issues.


4. Join the meeting early to setup

It is important to join a telehealth meeting early to ensure everything is set up and working correctly. Not only will this give you time to test your audio and video settings, but it will also allow you to familiarize yourself with the controls. Also, if there are any technical issues that need fixing, joining early will give you time to do so before the meeting starts.

Key step-up tasks:

  1. Grant Kalix Permission: when starting the meeting, you must grant the program permission to use your camera and microphone. Learn More

  2. Test Microphone & Speaker: make sure you have selected the correct options and that they are working correctly. Learn More


Joining a Meeting

Your healthcare professional will send you a secure link and code to join your online appointment.

The link and code may be shared as part of your appointment confirmation and reminder message sent through email or text message.

1. From the appointment message, scroll down to the Meeting Details section.

2. Make a note of the security code or copy it to your computer's clipboard (as shown below).

3. Click on Weblink

Click on the web link. Alternatively, make a note of the address and then type it into your browser.

4. Enter Code

You will be taken to a page where you can now paste or type in the security code.

5. There will be a notification if you are early for the meeting. Kalix allows you to join the meeting as early as desired. You can also enter and leave the meeting as often as you need.

6. Grant Permission

The first time you use Kalix, you must grant permission to use your microphone. Click Allow as shown below.

Please click on "Learn More" for additional information about granting Kalix permission.

7. Enable Camera

At this point, you can click on the arrow associated with the camera icon (below the Join meeting button) and select the video source you wish to use during the consultation.

If you're having trouble enabling video, please ensure that other programs are not using your camera. For example, if Zoom is running in the background, please turn it off before trying again.

8. Test & Enable Audio

You can also click on the arrow associated with the microphone icon to turn on and set up your audio.

For details, click on the learn more button.

9. Select a Virtual Background (Optional)

You can also click on the icon for virtual backgrounds if you don't want to show what is behind you. This icon is the square that looks like a picture.

10. Enter Your Name

Next, enter your screen name into the name field.

Join Meeting

11. Now you can click on join the meeting.


Granting Kalix Permission

The very first time you use Kalix's telehealth feature, you need to grant the program permission to use your microphone and camera. A pop-up message will appear on the top corner of the screen.


It is most important you select Allow. By clicking Block, you will prevent audio use during the meeting.

An example is shown below using the Chrome browser.

This is the notification as it appears using the Safari browser.

This is the notification on Firefox.


It is most important you select Allow. By clicking Block, you will prevent audio and video from working during the meeting.


Allowing Camera, Microphone & Screensharing on macOS (Chrome & Firefox)

For macOS using Chrome and Firefox browsers, Apple has introduced additional security for cameras, microphones, and screen sharing. As a result, you may need to adjust your Security & Privacy settings to use these during a telehealth session.

1. On your Mac desktop, open System Preferences.

2. Choose Security & Privacy.

3. The Security & Privacy window will appear. Select the Privacy tab (as shown below), followed by Camera.

Note: To make changes, you might need to click on the padlock icon on the bottom left of the window.

4. Enable Google Chrome or Firefox.

5. Next, click on the microphone and enable Google Chrome or Firefox.

6. Select Screen Recording and allow Google Chrome or Firefox again.

7. You may be prompted to quit Chrome or Firefox for the changes to take effect. A reboot of your computer may also be required.


Allowing Video & Audio Access After Blocking

If you block Kalix from accessing your video or audio by mistake, you must unblock access (as shown below).


Chrome & Edge

Firefox

Safari

  1. Open Safari Preferences.

2) Navigate to Websites.

3) Go to the Camera and Microphone tabs.

4) Change access to Allow. The website will be 'app.kalixhealth.com.'

5) Restart Safari.


Connecting & Testing Your Microphone & Speaker

When you first join a meeting, testing and setting up your audio (microphone and speakers) is important.

The audio settings are displayed as a microphone icon, as shown below.

If your audio icon is crossed out, it means your microphone is muted (or switched off).

If you cannot unmute your microphone, we recommend checking that you have granted Kalix permission to access your microphone.

Test Your Microphone & Speaker

1) To test audio (microphone and speaker), click on the arrow next to the microphone icon.

2. The volume bar will light up green if the sound is detected from your microphone (make sure you are speaking into your microphone to test this out).

3. Hover your cursor over your applicable speaker option, and the test button will appear.

4. Click test. You should hear a dial tone if the speaker is working correctly.

5. Click on the speaker and microphone to select and use.


Connecting Your Camera

When you join a meeting, you must ensure your camera is connected. You will see a line through the camera button if it is disabled.

1) To turn on the camera, click on the camera icon.

2) You may get a pop-up message asking you to connect the camera or allow the camera to be used.

If you're having trouble enabling video, please ensure that other programs are not using your camera. For example, if Zoom is running in the background, please turn it off before trying again.

If you still cannot turn on your camera, we recommend checking that you have granted Kalix permission to access your camera. Please click on the below button if you would like instructions on this.


Screen-sharing

1) To share your screen, click on the computer with an arrow icon.

Note: Screen-sharing is not supported on mobile devices such as iPhones/iPads and Android phones.

2) Choose which screen you want to share.

Note: You need to actually click on the screen you wish to choose to make your selection.


3) Once you have selected, click Share, followed by Connect.


Hide Self-View Video

Hide Self View allows you to remove the self-view video. (this feature only works after your healthcare provider joins your meeting).

To use this, go to the upper right corner of your video panel and click on the three dots.


Internet Connection Strength

On the setup screen, you can see the status of various elements of your meeting, including internet connection strength.

Connection Strength is how strong your internet is connected to the telehealth meeting.

  • Green is a good connection

  • Red is a poor or interrupted connection

If your connection is poor, you may receive low-quality video and audio, experience stalling, or have no video at all. Poor connections are related to your internet's upload and download speed. 

Good internet download AND upload speed are required for quality telehealth meetings. Even some superfast internet plans with fast download speeds may have slow upload speeds. You can conduct an internet speed test by clicking here


The recommended minimum upload and download speeds are 2Mbps both ways.
   


Tips for Better Connections

  • Close other applications that use the internet, especially those playing music or video.

  • Cancel any file downloads or uploads that are in progress.

  • Connect your computer to the router using a wired Ethernet jack to prevent WiFi dropouts and speed issues.


Chat & File Sharing

You can interact with your healthcare professional via chat.

1) To view the chat, click on the chat tab as shown below.
 

2) Type into the bar at the bottom of the screen. Pressing enter will submit what you have entered. 

3) Click on the smiley face icon to add emojis. Chat is shared with all participants.

4) To share attachments, choose the paperclip icon.  

5) Select the files you would like to share. The Upload Files window will appear. Click on the Scan for Viruses and Save button to share.  
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6) If files are shared with you, you will receive the files as part of the chat. You can click on their links to view them. The attachments will open in a new tab in your browser.  
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Important Note The chat will disappear once the meeting ends. You should download shared files before this happens.
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End the Meeting

To end the meeting, click on the hangup button.

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