First sessions and waiting list

How people seeking support reach you

On your counsellor profile, people seeking support have two options:

• They book a first session from your free times. They can add an optional keyword about what it is about.
• They write to you first. The first message opens a room.

A pseudonym and a password are enough for both. You do not learn a name. The first session takes place by video and lasts as long as you have set under “Times and video link”. If the person already has a room with you, everything goes into that room again. If you have already had a session there, the booking becomes a follow-up session, see Adding and cancelling appointments.

A person can only have one open first session booked at a time. Only when it is over or cancelled can they book a new one.

When someone has booked

You get an email with the date and time. Who booked and what it is about is not in the email. You only see that in your workspace.

In “My workspace” the appointment is listed under “Upcoming appointments”, with the keyword if there is one. The room's card under “Rooms” also shows the keyword. If you have connected your calendar, the appointment is there too, without a name.

If the appointment does not suit you, click “Decline”. The client sees this in their room. If they have turned on emails, they also get an email. Write them a short message in the room about how things can continue.

How the session itself works is explained in Video session and whiteboard.

When someone writes

When someone writes to you, you get an email without content. Further emails only come once you have read the messages. This way you are not flooded with emails.

You find the room in “My workspace” under “Rooms”. The card shows how many messages are new. How to reply is explained in Rooms and messages.

The waiting list

If someone finds no free time on your counsellor profile, it shows “Join the waiting list”. The person signs up with a pseudonym and password. The “Waiting list” card then appears in “My workspace”. It shows the pseudonym and since when the person has been waiting.

You have two buttons:

• “Open room” creates a room and takes the person off the list. If there is already a room with them, it continues there, even if it was closed. Write to them there about when you can start. If they have turned on emails, they get a notification about your message.
• “Remove” takes the person off the list without a room. They do not get a message about it.

When times are free again

If you save under “Times and video link” and times are free afterwards, people on the waiting list who have turned on emails are notified once. Their overview also says “Times are available again”. They then book themselves, like anyone else.

Tip: If the person books with you or writes to you, their entry disappears by itself. Otherwise it stays until you or the person removes it.

How people seeking support experience booking is explained in the help for clients: How online counselling works.