Communications and Chat

Can I send files or attachments via chat?

Yes, you can. When you open a specific chat, right next to the message box, there's an 'Attachment' or paperclip icon. By clicking on it, a window will pop up allowing you to browse and select files from your device. You can send documents, images, and other relevant files. However, always ensure that the content shared respects the platform's guidelines and your treater's preferences.

What should I do if I face issues during a telehealth call?

If you experience any technical difficulties during a telehealth call, initially try to refresh or reconnect. Check your internet connection and close any other applications that might be using bandwidth. If the issue persists, navigate to the 'Help' section in the Sanzu app; there's a dedicated support team to assist with technical difficulties. Additionally, always inform your treater about any disruptions so they can adjust the session accordingly.

Is there a time limit for telehealth calls?

The duration of a telehealth call is generally aligned with the time slot you booked. For example, if you booked a 30-minute session, the call will last for that time frame. However, if both you and the treater decide to extend the session, there might be additional charges. Always check the appointment details and discuss with the treater in advance if you anticipate needing more time.

How can I report inappropriate behaviour or messages?

Your safety and comfort are crucial. If you encounter any inappropriate messages or behaviour, within the chat, you'll find a 'Report' option (usually symbolised by a flag icon). Clicking on it will prompt you to provide details of the issue. Once submitted, Sanzu's dedicated team will investigate and take appropriate measures, which could range from warnings to account suspensions.

Are there specific hours when treaters are most responsive to chats?

Each treater sets their own availability. While many are active during typical business hours, some might also be available during evenings or weekends. To ensure a timely response, you can check the treater's listed office hours on their profile. If urgent, consider scheduling a specific time to chat or discuss matters during an appointment.

Can I archive or delete chat history?

Yes. Inside the chat window, you'll find settings or options, often symbolised by three dots or a gear icon. Here, you can choose to either archive the conversation, which moves it out of your main view but retains the history, or delete the chat, which permanently removes the conversation from your records.

Can I mute notifications from specific chats?

Certainly. If you find frequent notifications from a specific chat distracting, you have the option to mute them. Inside the chat, navigate to its settings. There, you’ll find the 'Mute Notifications' toggle. Switch it on, and you won’t receive notifications for that chat until you unmute it.