Using Zoom with Pax Psychology

What the Zoom app does

The Pax Psychology app for Zoom connects a psychologist's Zoom account to their Pax Psychology practice. Once it's connected:

• Every telehealth session booked on a Zoom session type gets its own Zoom meeting in your account, with the waiting room on.
• When a session is moved, its Zoom meeting moves with it and keeps the same link. When a session is cancelled, its meeting is deleted.
• Your client gets the join link in their booking confirmation, reminder and change emails, and on their session in the client portal. Clients don't need a Zoom account.
• While a session is on, Pax Psychology shows you whether your client is in the waiting room, in the call, or hasn't joined yet.
• If your client has consented to AI session notes and you choose to record the session, Zoom records it to the cloud. Pax Psychology then imports the recording to storage in Australia, deletes Zoom's copy, transcribes it, deletes the audio and drafts your note for you to review.

Pax Psychology only works with the meetings for your sessions. It doesn't change or record your other Zoom meetings, anything Zoom tells it about them is ignored and not kept, and it never sees your Zoom password.

Adding Zoom

Who can add it

Psychologists with a Pax Psychology account. You connect your own Zoom account, and it's only used for your sessions. Clients and administrators don't connect Zoom.

Before you start

• A Zoom account you can sign in to. A free Zoom account can make meetings, but Zoom limits the length of meetings on free accounts, so a paid plan suits full-length sessions.
• Cloud recording, which comes with Zoom's paid plans, is only needed if you'd like to record sessions for AI session notes. Everything else works without it.
• Waiting room: Pax Psychology turns the waiting room on for each meeting it makes, so you let your client in. If your organisation's Zoom admin has locked waiting room settings, Zoom uses theirs instead.

Connect your Zoom account

1. Sign in to Pax Psychology and open Connections in the sidebar. (During setup, it's the Connections step.)
2. In the Video card, find Zoom and choose Connect.
3. Zoom opens its own sign-in page. Sign in with the Zoom account you'll run sessions from.
4. Zoom shows the permissions Pax Psychology asks for (listed below). Check them and choose Allow.
5. You're brought back to Connections, where a message says “Zoom connected”.

What Zoom asks you to allow

View your user information

Your Zoom user ID and email address, so Connections can show which Zoom account is connected and Zoom's notices can be matched to you.

Create meetings

One Zoom meeting for each telehealth session booked with you.

Update meetings

To move a session's meeting to its new time when the session is rescheduled, and to turn cloud recording on for a session you choose to record for AI session notes, with your client's consent.

Delete meetings

To delete a session's meeting when the session is cancelled before it starts. Only meetings Pax Psychology made for your sessions are deleted.

View a meeting's participants

To tell you when your client is in the waiting room or in the call.

View, list and delete cloud recordings

To import the recording of a session you recorded with consent, then delete Zoom's copy.

Check it's connected

In Connections, Zoom reads “Connected” with your Zoom email address, and its button changes to Disconnect. Upcoming Zoom sessions that were booked without a link get one now. To use Zoom for a session type, choose Zoom as its video call in Settings, Session types, or make Zoom the default for new session types in Connections.

If you pressed Cancel on Zoom's screen, Connections says “Zoom didn't connect.” Nothing was changed, and Try again takes you back to Zoom.

Using Zoom with Pax Psychology

When a session is booked

Pax Psychology makes a Zoom meeting in your account for the session's date, time and length, with the waiting room on, participants muted when they join, and nobody able to join before you. Your client gets the join link in their confirmation and reminder emails, and a Join button in their client portal from 15 minutes before the start.

When a session is moved or cancelled

When you or your client move a session, Pax Psychology moves its meeting in your Zoom account to the new date, time and length. The meeting keeps the same Zoom link, so the link your client already has still works, and their email gives the new time. If the meeting is no longer in your Zoom account (for example, you deleted it in Zoom), Pax Psychology makes a new one for the new time and emails your client the new link.

When a session is cancelled, by you, your client or Pax Psychology, its meeting is deleted from your Zoom account. Zoom isn't asked to email anyone about it: your client gets Pax Psychology's cancellation email instead. A session that has already started keeps its meeting, and so does a session marked as a no-show or completed.

Pax Psychology only moves or deletes the meetings it made for your sessions. A meeting you made yourself and added to a session by hand, and your other Zoom meetings, are never changed.

Starting a session

From 15 minutes before the start, Today and the session's page show Start on Zoom. Sign in to Zoom with the account you connected, so Zoom knows you're the host, then let your client in from the waiting room.

Knowing when your client is waiting

Zoom tells Pax Psychology when people join or leave the meeting and its waiting room. Today and the session page then say “Alex is in the waiting room.” or “Alex is in the call”. If your client hasn't joined 2 minutes after the start, the card asks “Waiting for Alex?” and offers quick ways to reach them: a message, an email or their mobile.

Your client is recognised by the email address they're signed in to Zoom with, or else by the name they join with. Someone Pax Psychology can't match is shown as “Someone”, never as your client.

Recording sessions for AI session notes

Where AI session notes are available to you, a session is only recorded when both of these are true:

• Your client has agreed to recording, in writing in Pax Psychology or verbally with you, for that session or for all sessions.
• You turn on Record this session in “Before you join”.

Pax Psychology then turns on Zoom cloud recording for that one meeting, and Zoom tells everyone in the call that it's recording. When the meeting ends, Zoom lets Pax Psychology know the recording is ready. Consent is checked again, and if it's been withdrawn nothing is imported and Zoom's copy is deleted. Otherwise the audio is imported to storage in Sydney, Zoom's copy is deleted, the audio is transcribed and then deleted, and a draft note waits for you to review and edit.

If Zoom shows as disconnected

If Zoom stops letting Pax Psychology in (for example, the app was removed in Zoom), Pax Psychology shows “Your Zoom connection stopped working.” on Today and the Schedule, Zoom reads “Needs reconnecting” in Connections, and you're emailed. Until you reconnect, clients can't book your Zoom session types. Sessions already booked keep their links. A session moved or cancelled while Zoom is disconnected still moves or cancels in Pax Psychology, and its Zoom meeting is moved or deleted once you reconnect.

• Choose Reconnect Zoom and allow the app again on Zoom's screen. Upcoming sessions that are missing a link get one.
• For a session coming up soon, you can also make a meeting in Zoom yourself and choose Add a link by hand on the session. Your client is emailed the link, and reconnecting later leaves it alone.

Removing Zoom

You can stop using Zoom with Pax Psychology at any time, from either side. Doing both removes every link between the two.

Disconnect in Pax Psychology

1. Open Connections.
2. In the Video card, choose Disconnect next to Zoom.

Pax Psychology deletes its copy of your Zoom tokens straight away. The app still appears in your Zoom account's list of added apps until you remove it there too.

Remove the app in Zoom

1. Sign in to the Zoom App Marketplace.
2. Choose Manage, then Added apps.
3. Find Pax Psychology and choose Remove.

Zoom tells Pax Psychology the app was removed. Pax Psychology then deletes your Zoom tokens and shows Zoom as needing reconnecting, as above, so you can see it's no longer connected.

What happens to your sessions

• Clients can't book your Zoom session types until you connect Zoom again or choose another video provider for them.
• Sessions already booked keep their Zoom links, and the meetings stay in your Zoom account. Pax Psychology can't make, move or delete meetings, or record sessions, until you reconnect.

What happens to your data

• Your Zoom access and refresh tokens are deleted.
• Each session's Zoom meeting ID and links stay with the appointment, as part of the session's record.
• Who joined each call is deleted 2 days after the session, as always.
• Recordings already imported were deleted once they were transcribed. Transcripts and notes you kept are part of the client's clinical record and follow the clinical record retention rules in our privacy policy.

Your data and privacy

For Zoom, Pax Psychology keeps:

• Your Zoom user ID, Zoom email address and the permissions you allowed, and Zoom's access and refresh tokens. The tokens are encrypted (AES-256-GCM) before they're stored.
• For each session: the Zoom meeting ID, your client's join link and your start link.
• Who joined and left the call and the waiting room (the name and email Zoom reports, and the times), for 2 days.
• With consent, a session's audio, only until it's transcribed (up to 24 hours if transcription has to be retried), and the transcript, encrypted, with the client's clinical record.

All of it is stored in Australia: our database, file storage and transcription all run in Sydney. Zoom keeps its own records of your meetings under Zoom's privacy statement, and a recording is held in your Zoom account's storage only until Pax Psychology imports it. Read our privacy policy for how Pax Psychology handles personal and health information.

Troubleshooting

A session has no Zoom link

Pax Psychology couldn't make the meeting when the session was booked, usually because Zoom needed reconnecting or didn't answer. Today shows “has no Zoom link” on the session. Reconnect Zoom in Connections and the link is added, or make a meeting in Zoom and choose Add a link by hand. If Zoom was only slow to answer, the link is added when Zoom is back.

The waiting room status doesn't show

• It works for meetings in the Zoom account you connected, including one you added to a session by hand. Google Meet, Microsoft Teams and other links can't tell us who has joined, so the card only asks “Waiting for Alex?” a few minutes after the start.
• Nothing shows until someone joins the meeting or its waiting room, so start the meeting from Start on Zoom.
• If your client joined under another name and isn't signed in to Zoom, they show as “Someone”.

A recording wasn't imported

• Check your Zoom plan includes cloud recording, and that your Zoom admin hasn't turned cloud recording off.
• Only sessions you chose to record in “Before you join”, with your client's consent, are imported. If the client withdrew consent, the recording is deleted instead.
• If Zoom needed reconnecting at the time, the recording may still be in your Zoom account. You can delete it there, and dictate a summary in Session notes instead.

Zoom reads “Needs reconnecting”

Zoom stopped accepting Pax Psychology's access to your account, for example because the app was removed in Zoom. Choose Reconnect Zoom in Connections and allow the app again.

Getting help

Email us at info@paxpsychology.com.au or send a message from our contact page. Tell us your Zoom email address and what you were doing, and we'll help. We usually reply within 24 to 48 hours on business days.