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Telehealth Visit Capture (Virtual Visit Recording)

Freed’s Telehealth Visit Capture feature allows you to record virtual visits directly from your browser while using headphones.

What is Telehealth Visit Capture?

Telehealth Visit Capture allows you to:

  • Record virtual visits while wearing headphones

  • Capture both:

    • Your voice (microphone)

    • Patient audio (taken directly from the browser tab your call is running in)

Freed reads the patient's side straight from the call tab, not from your speakers. Headphones are still strongly recommended — without them your microphone also picks up the patient through your speakers, which doubles their voice in the recording and can cause echo.

Important Requirements

Before using this feature, please confirm:

  • ✅ You are using Google Chrome or Microsoft Edge

  • ✅ Your telehealth visit is running in a Chrome or Edge web browser tab

❌ This feature is not supported in desktop applications.

❌ This feature is not supported in the Safari web browser.

Supported Telehealth Platforms (Web Version Only)

  • Zoom (must use zoom.us — not the Zoom desktop app)

  • Google Meet

  • Microsoft Teams (web version only — not the desktop app)

  • Doxy.me

  • Coviu

  • Browser-based EHR telehealth modules

This list is not exhaustive. Freed captures whatever audio is playing in the call tab, so any telehealth platform that runs in a Chrome or Edge tab will work — the platforms above are just the ones we see most often.

⚠️ Some EHRs (including athena) open the video visit in a separate pop-up window rather than the same tab. If this happens, see "EHR Opens the Visit in a Pop-up Window" under Troubleshooting below — Freed needs a couple of extra clicks to follow the call into that window.

Workarounds for desktop apps

  • To capture audio from the Zoom desktop app, use Freed's Zoom marketplace application: log into your Freed account, go to Settings → Integrations → Connections (if you also use Freed Front Desk, this section is called Scribe integrations), and connect your Zoom account. Freed will then join Zoom meetings you host as a separate participant and capture the audio. Two things to know: Freed joins only meetings hosted from your connected Zoom account — not meetings someone else hosts — and if your meeting uses a waiting room, you will need to admit Freed before it can capture anything.

  • For Microsoft Teams desktop: play the Teams meeting on your computer and use the Freed mobile app on your phone to capture audio. This ensures both sides of the conversation are recorded.

⚠️ Telehealth Capture only works when the visit is running inside Google Chrome or Microsoft Edge. If you are using a desktop app version of Zoom or Teams, Freed's Chrome extension cannot capture the audio.

How to Use Telehealth Visit Capture

Step 1: Install the Freed Chrome Extension

Install the Freed Chrome extension

Click here for a step by step installation guide.
​

Step 2: Select Telehealth Capture Mode

  1. Open the Freed extension.

  2. Click the New visit tab in the bottom navigation bar.

  3. Click the source selector up arrow (in purple) next to the Capture button.

  4. Select “Capture telehealth” (headset icon).

You are now in Telehealth Capture mode. ⚠️ Keep your telehealth call tab open for the whole visit — if you close it, patient audio capture stops. Freed itself can stay expanded, collapsed, or minimized while you work; recording continues either way.

Step 3: Open Your Virtual Visit in Chrome

  1. Open your telehealth platform in a Google Chrome or Microsoft Edge browser tab.

    • Example: zoom.us, meet.google.com, teams.microsoft.com or within the web-based EHR itself.

  2. Join your virtual visit.

  3. Open the Freed browser extension on that Telehealth tab.

Step 4: Start Recording

  1. Click the Capture button in Freed.

  2. Recording will begin.

Freed will now capture:

  • Your microphone

  • The Telehealth audio coming through your headphones/speakers

While recording, Freed shows two audio indicators side by side: a microphone icon for your voice, and a headphones icon for the patient's audio coming from the call tab. Each has its own level bars and status mark, and they are independent — the headphones icon does not react to your own voice. When both are moving and both show a green check, both sides of the conversation are being captured.

Step 5: During the Visit

  • Use Pause and Resume as usual.

  • Telehealth capture automatically resumes when recording resumes, reconnecting to the same call tab it was using before.

  • If you switch capture to a different tab while paused, that choice takes effect when you press Resume — not immediately.

  • Continue your visit normally.

Step 6: Stop and Upload

  1. When finished, click Stop at the end of the visit. A helpful guideline: try to wrap up Paused visits within 14 days of starting them — audio for visits left Paused longer than that is no longer retained.

  2. The recording will upload automatically.

  3. Freed will generate your note as usual.

Switching Between In-Person and Telehealth Recording

Before each visit, select the appropriate mode:

  • Capture telehealth → Mic + telehealth audio

  • Capture in person → Mic only (for in-person visits)

⚠️ Be sure to select the correct mode before starting your recording. Freed remembers your last choice and reuses it for your next visit, so if you alternate between in-person and virtual visits, check the button label — it always shows the mode you are about to record in.

Troubleshooting

If audio is not working properly, follow the steps below.

1. Confirm You Are Using Google Chrome or Microsoft Edge.

Telehealth Capture is supported only in Google Chrome or Edge.

It will not work in:

  • Safari

  • Desktop Zoom app

  • Desktop Microsoft Teams app

If you are using a desktop application, switch to the web version inside Chrome.

2. Check Microphone Permissions

If audio is not recording properly, confirm your browser microphone permissions are enabled.

Google Chrome

  1. Click the lock icon in the Chrome address bar.

  2. Ensure Microphone is set to Allow.

  3. Confirm the correct microphone device is selected from the dropdown.

  4. Refresh the page after making changes.

Microsoft Edge

  1. Click the lock icon in the address bar.

  2. Select Permissions for this site.

  3. Ensure Microphone is set to Allow.

  4. Refresh the page after making changes.

You can also verify through Edge settings:

  1. Go to Edge Settings → Cookies and site permissions → Microphone

  2. Confirm:

    • Microphone access is enabled

    • The correct input device is selected

    • Freed is set to Allow

3. Confirm the Correct Recording Mode Is Selected

Make sure you selected:

“Capture telehealth” (headset icon)

If Capture in person is selected, Freed will only record your microphone and will not capture patient audio.

4. Verify Audio Device Settings

Freed captures two separate things:

  • Your voice, from your microphone (input device)

  • The patient's voice, from the call tab itself

Because the patient's side is read from the tab, your speaker/output device does not decide whether patient audio is captured — if the headphones indicator is flat, the cause is the tab, not your output setting (see sections 5 and 6). Your output device still matters for recording quality: use headphones so your microphone does not re-record the patient through your speakers.

Position your microphone as close to the conversation as possible to minimize background noise and ensure clarity.

On Mac

  1. Go to System Settings → Sound

  2. Under Input, select your correct microphone.

  3. Under Output, select your headphones.

Tips:

  • Use headphones (wired or Bluetooth) to isolate audio.

  • Avoid using built-in Mac speakers during telehealth capture.

On Windows (PC)

  1. Go to Settings → System → Sound

  2. Under Input, confirm your microphone is selected.

  3. Under Output, confirm your headphones are selected.

  4. Ensure Zoom/Meet/Teams in Chrome is using the same devices.

5. Read the two audio indicators

The microphone icon tracks your voice; the headphones icon tracks the patient's audio.

  • Headphones icon flat or "not detected": patient audio is not reaching Freed. Confirm the call is running in a Chrome or Edge tab, that it is the same tab you started recording from, and check for a warning banner under the indicators.

  • Microphone icon flat or "not detected": your microphone is muted, blocked, or the wrong device is selected. Click the microphone indicator to pick a different microphone.

  • Either indicator marked "unavailable": Freed shows a banner directly underneath explaining what happened and what to do.

  • Headphones indicator reads "Other tab": Freed is capturing patient audio from a different tab than the one you are looking at. Use "Go to tab" to jump to the tab being captured, or "Capture this tab" to move capture to the tab you are on. See section 6 below.

6. EHR Opens the Visit in a Pop-up Window (e.g., athena)

Some EHRs launch the telehealth video call in a new pop-up window instead of your original tab. Freed's audio capture is tied to a specific tab, so if the call moves to a new window, Freed keeps listening to the original tab and misses the patient's audio — even though your microphone keeps recording normally.

How to fix it:

  1. Let the pop-up window with the video call open as usual.

  2. Click into that pop-up window so it's active and focused.

  3. Open the Freed extension in the pop-up window by clicking the Freed icon in your browser toolbar. This step is easy to miss — Freed's panel does not appear in a brand-new window on its own, and the buttons you need in the next step only exist once it does.

  4. In that panel, check the audio status message under the two indicators. When patient audio is still coming from the old tab, the headphones indicator reads "Other tab" and Freed shows "Patient audio is being captured from another tab." Click "Capture this tab" to move capture to the video call.

  5. Confirm the message clears before continuing your visit — this confirms both your voice and the patient's audio are now being captured.

⚠️ This must be done after the pop-up opens — Freed cannot detect or follow a new window automatically.

You may also see a "Go to tab" button next to "Capture this tab." That one jumps you back to the tab Freed is currently listening to, which is the better choice if the patient audio is fine where it is and you simply lost track of which window is being captured.

7. Restart the Browser

If audio still does not work:

  1. Close your Telehealth tab.

  2. Fully quit Chrome/Edge.

  3. Reopen Chrome/Edge.

  4. Rejoin your visit.

  5. Start recording again.

Get Support

If you need further help or have questions, you can get in touch with our Clinician Support team in the method that works best for you:

If you're interested in using Freed as a group, talk with our sales team.

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