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Community Overview

Welcome to Your Amwell Community!

This space is designed to bring together our diverse range of customers and offerings, providing a place where you can connect anytime. Here, you’ll be able to collaborate, share insights, learn from others, and engage in discussions that can shape our strategies and enhance everyone’s experience. Please review our community guidelines on our terms and conditions page.

We’re excited to have you here—let’s create something meaningful together!

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Lauren SeifeCommunity Manager

Root Cause Analysis

May 2025 RCARCA

Refer to the May 2025 RCAs listed below for detailed information. Converge Unable to Complete IntakeOn May 1, 2025, a deployment related to the Dynamic Questionnaire on the Converge platform caused intake functionality issues for some users, which were resolved by May 2, 2025, through a configuration rollback and allowlist update. Follow-up actions will include re-releasing the Dynamic Questionnaire configuration, improving partner setup documentation, and enhancing post-deployment testing capabilities. For more information, refer to the full RCA here. Converge Deployment ImpactOn May 6, 2025, an incorrect configuration in the AMG Provider Application (APA) service deployment caused 403 errors for a subset of Converge tenants, which was swiftly resolved by rolling back the service at 09:02 ET. Subsequent actions include enhancing post-deployment testing and improving consistency across environments to prevent future issues. For more information, refer to the full RCA here. Converge

Lauren SeifeCommunity Manager

Your Amwell Digital Experience GuideDigital Experience

Everything you need to stay connected, informed, and supported - right at your fingertips. Explore the tools below to get the most out of your Amwell experience. 1. Customer Support Portal: How-To Guide Learn how to create and manage support cases with ease. This step-by-step guide walks you through using the Support Portal to ensure faster resolutions and better tracking. 👉 How to Use the Amwell Customer Support Portal 2. Community Registration: Join the Conversation Not registered yet? Let’s fix that! Discover how to access the Amwell Community where you can explore release notes, ask questions, and connect with fellow users. 👉 Have You Registered Yet? Your Community Awaits 3. StatusHub: Stay Ahead of Service Disruptions Subscribe to real-time updates on Amwell platform performance. View active incidents and maintenance notices to stay informed. 👉 StatusHub – Access Amwell’s Centralized Dashboard 4. Third-Party Partner Status Pages Track outages and downtime across Amwell’s br

Lauren SeifeCommunity Manager

Have You Registered Yet? Your Community AwaitsDigital Experience

You’re Officially Invited… but now you need to RSVP!Make sure to register and login to the Amwell Customer Community to unlock all that we offer! What’s inside?Product Release Notes: Stay informed with access to the latest Product Updates. Support: Submit and monitor Support Cases with our Customer Support. Grow with us: Sign-up for events and other trainings, designed to help you maximize the value of the Amwell platform. Engagement Hub: Access the marketing solutions designed specifically for you. Join Our Groups: Ask questions, get information, and share best practices and ideas to foster collaboration. Converge SilverCloud Automated Care Home Hospital Devices How to Sign UpIt’s easy and takes less than a minute! (Seriously. 60 seconds. Maybe 45 if you’re fast.)Click “Log in or Register” in the upper right corner Select “Create an Account”, fill in your details, and click “Register” Check your inbox for an activation email, then click “Verify account”Accept the “Terms of

Lauren SeifeCommunity Manager

How to use the Amwell Customer Support PortalDigital Experience

The Amwell Customer Support Portal is your direct line to technical assistance when something isn’t working as expected. Whether you're having trouble during a visit, experiencing audio/video issues, or need help with a device, the portal is the fastest and most efficient way to get support. Use the portal to: Submit support cases with the required details to help our team investigate Upload screenshots or documents related to the issue Track your case status in real time using the Case Tracker Communicate directly with Support for updates and resolutions Using the structured intake form ensures your request is routed to the right team with the right context - eliminating back-and-forth and speeding up resolution. To avoid delays, please do not submit technical issues via email or report them to your Account Team. Use the portal for full case tracking and faster resolution. Create a case if: You’re experiencing technical issues (e.g., login errors, visit disruptions, video/audio p

Lauren SeifeCommunity Manager

Amwell Third-Party Partner Pages: Track Outages & Downtime for Everything in the Amwell NetworkDigital Experience

For real-time updates on outages and interruptions, please refer to our partner page statuses.Health Gorilla: Network Status Mode: Network Status Stripe: Network Status Twilio: Network StatusClaims and Real-time Eligibility Availity: Network Status Change Healthcare: Network Statuse-Prescribing:Dr. First: Network Status (Converge On-Demand)By staying informed through our partner status pages, we can work together to ensure a smoother experience for everyone involved.

Lauren SeifeCommunity Manager

StatusHub: Access Amwell’s Centralized Dashboard for Service Impairments and Subscribe for Real-Time NotificationsDigital Experience

StatusHub is Amwell’s central dashboard for tracking planned and unplanned service impairments for Converge, Hospital, and Automated Care customers. StatusHub is publicly accessible and can be viewed by navigating to https://status.amwell.com. Customers may also subscribe to receive notifications via email and/or text for scheduled maintenance or system impacts. Subscribe to Notifications in StatusHub Go to StatusHub: Navigate to https://status.amwell.com. Select ‘Subscribe’: Click on the ‘Subscribe’ button located in the top banner bar. Choose Subscription Method: Select your preferred method of receiving notifications (phone, email, etc.).Contact Information: Enter your contact details. For example, if you choose to receive SMS updates, enter your phone number. Agree to the terms and conditions by selecting the checkbox. Click ‘Next’ to continue. Select Components or Services: Choose the specific components or services you wish to receive updates on. Minimize Notifications (Opt

Maura HulingManager, Customer Success

2025 SilverCloud Supporter/Coach Training SessionsSilverCloud

Join us for an interactive training session where you you will learn about the SilverCloud platform and programmes, examine research & evidence to support digital interventions and discover the role of a supporter and best practices for supporting clients through the SilverCloud platform. You will leave this session with a rich understanding of:The breadth of the SilverCloud Platform How SilverCloud can be delivered in different pathways and who are suitable users for the platform The evidence base behind SilverCloud and how iCBT compares to other forms of therapy The supporter role and best practices of asynchronous support How to explain SilverCloud to clientsThe session will be led by a Customer Success Manager who is an expert in SilverCloud and can answer any question you have. Pre-requisite: No pre-requisites are required but we highly recommend completing our e-learning training via Amwell Academy before joining this training to ensure you have a baseline understanding of th

Lauren SeifeCommunity Manager

EARLY ADOPTERS START HERE: Welcome to the Community! Please refer to your next steps

You’ve made it! We’re excited to have you participate in this founding member launch. Next Steps:Navigate to the Groups page Join the private “Founding Member” user group. This is where you can leave feedback about your experience and how we can enhance the community. Thank you for your participation and feedback as we work to enrich the community!

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