It's Complicated includes a built-in GDPR-secure video calling solution, so you can run online sessions without leaving the platform. There are three ways to start a call depending on how you work — via a scheduled appointment, as an instant call from the chat, or via your personal waiting room.
Option 1: Starting a call from a scheduled appointment
If you use It's Complicated for appointment scheduling, this is the simplest way to run online sessions. When an online appointment is confirmed, a video call is automatically linked to it. At the time of the session, both you and your client will see a Join call button — in your calendar, chat, or home tab. Your client will see a similar experience on their It's Complicated dashboard.
- Open the appointment from your Calendar or home tab on your dashboard.
- Click Join call.
- In the lobby, check your microphone, camera, and speaker settings. Use Test speakers to confirm your audio is working, then click Join call to enter.
Option 2: Starting an instant call from the chat
If you don't use the It's Complicated booking system but communicate with clients via Messages, you can start a call directly from the conversation. This is useful when you've agreed on a time with your client and just want a quick way to connect.
Start an instant call from the Messages thread with your client. Your client will see a notification in the conversation with a Join call button and can join when they're ready.
Option 3: Using your waiting room
Your personal waiting room is a persistent video space that clients can enter without a scheduled appointment. It's the best option if you work with clients who aren't registered on It's Complicated, or if you want to hold multi-participant sessions such as couples or family therapy. Clients can join as a guest — no It's Complicated account needed.
You can find your waiting room link in the My Pages menu at the top of your dashboard. Share this link with whoever you'd like to join your session.
When a client clicks your waiting room link, they enter your waiting room as a guest. You'll receive a notification on your dashboard and can see who is waiting.
Click Start Session next to a client's name to enter the call with them.
Multi-participant calls
To hold a session with more than one client — for example a couples or family session — use your waiting room. Share your waiting room link with all participants. Each person enters the waiting room independently, and you'll see them listed when they arrive.
Start the call with one participant first, then add the others from within the call. Open the People panel on the right side of the screen — you'll see anyone still waiting listed under Waiting Room. Click Invite to bring them into the call.
During the call
While you're in a session you can:
- Chat with your client using the chat panel
- Take notes without leaving the call — the notes panel sits alongside your video
- See the session duration in the bottom bar so you can keep track of time
- Share your screen if needed
- Access help via the Help button to diagnose any audio or video issues mid-call
After the call
When you end a session, you'll be presented with quick actions to help you wrap up efficiently — including writing a session note and scheduling a follow-up appointment.