The video session

Shortly before the appointment

Open your room and tap “Go to appointment” in the “Appointments” box. The whiteboard and video open shortly before the start. If you are early, you see a countdown and the time when it begins. Just leave the page open. It then reloads by itself.

Below that it says “How to prepare well”: a quiet place, sound and camera on, paper and pen, and a plan for afterwards. An up-to-date browser is enough. On iPhone or iPad you can also use the Beratungsraum app.

If you have a confirmed email address, onlineberatung.digital reminds you one day before and one hour before.

Video in the room

At some centres the video runs directly in your room. The video window then sits on top of the whiteboard. This is how you join:

1. Tap “Knock”.
2. Your browser asks whether it may use your camera and microphone. Tap “Allow”.
3. You see your own picture and a note that you have knocked.
4. Your counsellor lets you in. Then you can see and hear each other.

If someone else is there too, such as a guest, you see everyone in their own tile.

At the start the video is large. If your counsellor wants to show something on the whiteboard, they switch the view. At the bottom of the video window you turn your microphone and camera off and on again. The “Hang up” button lets you leave the session. With “Rejoin” you come back, as long as the appointment is running.

Picture and sound are not recorded.

Video via your counsellor's own link

Some counsellors use their own video service, for example Zoom. Your room then says which service it is. In the appointment you open it in a separate window with a button such as “Open Zoom”. Enter your pseudonym as your name there. What this service sees about you is explained under Anonymity and privacy.

If there is no link in your room yet, your counsellor still has to add it. The whiteboard always runs on onlineberatung.digital.

The whiteboard

In the appointment you both see the same whiteboard. You can write, draw and pin notes on it. At the top you switch between “Whiteboard”, “Systemic board”, “Position cards” and “Prompt cards”.

On the systemic board you set up figures and can look at things from their point of view. Your counsellor lays out the position cards and prompt cards. With the prompt cards you walk through a room and look at cards up close.

After the appointment

Video and whiteboard close a while after the end. Your counsellor can also end the appointment. It then says “The appointment has ended”. Afterwards you will find the whiteboard in your room under “Your whiteboards”. There you download it as an image or PDF. You can keep writing to each other in the room at any time.

Appointments by phone or in person take place without video. Your room then says how you will meet.

If something does not work

• “Camera or microphone access is not allowed.” Allow access in your browser settings. Then the other person can see and hear you.
• “The video cannot be started right now.” Tap “Try again”.
• “Reconnecting …” Wait a moment. The video reconnects by itself.
• “You were not let in.” Write to your counsellor in the room.
• “This cannot be shown here” on the systemic board or the cards. Your browser cannot show 3D graphics right now. An up-to-date browser or turning on hardware acceleration in the settings often helps. The whiteboard still works.

Tip: With headphones the conversation stays with you. Write down beforehand what you want to ask.