Zoom integration guide

Before you start

• A TrustedPsych therapist account. Zoom is connected by the therapist; clients do not need a Zoom account.
• A Zoom account that you can sign in to. A free Zoom account works for connecting, but Zoom limits the length of group meetings on free accounts, so a licensed Zoom account is recommended for full-length sessions.
• Permission to authorize apps on that Zoom account. If your Zoom account belongs to an organization, your Zoom admin must allow you to add apps.
• For joining calls inside TrustedPsych: a desktop browser (Chrome, Edge, or Firefox) with camera and microphone access allowed.
• Because sessions may involve Protected Health Information, we recommend signing a Business Associate Agreement (BAA) with Zoom. See Zoom's BAA guidance.

Adding the app

1. Sign in to your TrustedPsych therapist account.
2. Go to Settings and open the Integrations tab (or go directly to /settings?tab=integrations).
3. Find Zoom in the list and click Connect.
4. You are taken to Zoom's website. Sign in to Zoom if you are not already signed in.
5. Zoom shows what TrustedPsych is asking permission to do (see Permissions the app requests below). Review it and click Allow.
6. Zoom sends you back to TrustedPsych. The Zoom card on the Integrations tab shows Connected and a message reading “Zoom connected.”

If you started from the onboarding checklist, you are returned to the checklist after approving, and the Zoom step is marked complete.

Permissions the app requests

• Create meetings on your account, one for each recurring session series or consultation.
• Read meeting details, such as the meeting passcode that joining requires.
• Read your basic Zoom profile, to confirm which account is connected.
• Read your host token, so you can start your meeting from inside TrustedPsych.

Using the app

What happens automatically

Once Zoom is connected, TrustedPsych creates a Zoom meeting on your account for each client's recurring session series and for each consultation booking, and attaches the join link to the appointment. You do not create or paste in meeting links yourself. The waiting room is on, so clients wait until you admit them.

• Meetings are titled “Session” for recurring appointments or “Consultation” for the introductory consultation. No client details go in the title.
• To set up a recurring series, open a client, choose Schedule recurring sessions, and pick the days and time. The Zoom meeting is created when the series is saved.
• Free introductory consultations can be set to Zoom or phone under Schedule → Consultation hours. If Zoom is selected but not connected, TrustedPsych prompts you to connect it.

Joining a session as the therapist

1. Open Schedule and click the session.
2. Click Join call. The call opens 15 minutes before the scheduled start and closes at the scheduled end. Outside that window, you are offered the option to start the session now.
3. Allow camera and microphone when your browser asks. Zoom loads inside the page and you join as the host.
4. Admit your client from the waiting room when they arrive.

Joining a session as a client

1. Sign in to the client portal and open the dashboard.
2. Click Join session once the call window opens (15 minutes before the start).
3. Allow camera and microphone. The client waits until the therapist admits them.

Clients must have completed identity verification and any onboarding steps for a recurring series before they can join. On phones and tablets, joining opens the Zoom app; the in-page call is designed for desktop browsers.

In-call features

Audio, video, and screen share are available. To protect client privacy, chat, Q&A, polling, breakout rooms, invitations, call-out, and recording are turned off in the in-page call, and Zoom AI Companion is not enabled. Leaving the call returns you to TrustedPsych.

What data is shared with Zoom

• Sent to Zoom: a generic meeting topic (“Session” or “Consultation”), start time, duration, and, when someone joins, the display name shown in the call (your name for the host, the client's name for the client).
• Not sent to Zoom: client email addresses, diagnoses, notes, or any other clinical information. Meeting registration is disabled.
• Not stored by TrustedPsych: call audio, video, or chat. We store only your encrypted Zoom connection and each meeting's ID, link, and passcode.

Checking or refreshing the connection

Open Settings → Integrations at any time to see whether Zoom is connected. To switch Zoom accounts, disconnect and connect again with the other account. If Zoom later tells us your access is no longer valid, we disconnect it automatically and email you a link to reconnect, which takes about ten seconds.

Troubleshooting

The Connect button leads to a Zoom error page

Make sure you are signed in to the Zoom account you want to connect, then try again. If your Zoom account belongs to an organization, ask your Zoom admin to allow TrustedPsych (or to allow users to add apps). Using a different browser or a private window can also clear a stale Zoom session.

I approved the app but TrustedPsych still shows Not connected

Refresh the Integrations tab. If it still shows Not connected, click Connect again and approve once more. Do not close the tab until you are returned to TrustedPsych.

A session has no Zoom link

Zoom may have been disconnected when the session was created. Reconnect Zoom under Settings → Integrations. New sessions get meetings automatically. For an existing client, you can also paste a personal Zoom link on the client record, which is used instead of a generated meeting.

The Join call button is unavailable

The call window opens 15 minutes before the scheduled start. Before then, the page shows when you can join. Clients also need to have finished identity verification and onboarding.

Camera or microphone not working in the call

• Click the camera icon in your browser's address bar and allow camera and microphone for TrustedPsych.
• Close other apps that may be using the camera, such as another video call.
• Use a current version of Chrome, Edge, or Firefox on a desktop or laptop.
• Reload the page and join again.

The call will not load or shows an error

Reload and try again. Browser extensions that block scripts or network requests can interfere with the call, so try a private window with extensions off. If the in-page call fails, TrustedPsych offers the standard Zoom link as a fallback.

I got an email asking me to reconnect Zoom

Zoom told us the connection was revoked or expired. Click Reconnect Zoom in the email and approve again. Existing meetings keep working in the meantime.

Removing the app

From TrustedPsych

1. Go to Settings → Integrations in TrustedPsych.
2. Find Zoom and click Disconnect, then confirm.

From Zoom

In Zoom, open the Zoom App Marketplace, choose Manage → Installed Apps, find TrustedPsych, and click Uninstall. This has the same effect. TrustedPsych is notified and clears its stored connection, and you receive an email if you want to reconnect.

What happens when you disconnect

• TrustedPsych's access to your Zoom account is revoked at Zoom.
• Your stored Zoom connection (access and refresh tokens and Zoom user ID) is deleted from TrustedPsych.
• New bookings stop getting generated meetings and use the personal room link on each client record instead.
• Meetings already created keep working and remain on your Zoom account.
• You can no longer start generated meetings from inside TrustedPsych until you reconnect. Appointments, client records, and notes are not affected.
• You can reconnect at any time by following the steps in Adding the app.

Need help?

Email [email protected] with “Zoom” in the subject line. Support hours and response times are on our support page. See also our privacy policy and terms of service.