Olive Helps User FAQs
Common questions about using and navigating Olive Helps.

Do I need an account?

Yes, you need an account to use Olive Helps. Open the app, click the Create Account button. Select Join and enter all the information on the page and select Join again to finish your application.

How do I log in?

Open the app, click the Log in button. Start Olive Helps. On the login screen, click the Join tab. Fill out the required fields, accept the terms of service, and click Join to create your account. You can use Olive Helps to sign up for and log in with an Olive account. These accounts have strict requirements like email verification, minimum password strength, password reset frequency, and require TOTP-based multi-factor authentication. For Multi- or Two-factor authentication (MFA, 2FA), you can find the documentation to set it up here within your account.
Please note: You only need to enable one form of MFA to successfully authenticate.

How do I quit or log out of Olive Helps?

You can find the Quit Olive Helps and Logout options in the menu of your Olive Helps sidebar.

How do I learn more about Olive Helps?

Open the app, login, click the Show me around button. You will find all the information you need to learn about and use the app.

How do I see what version of Olive Helps I'm using?

Go to Menu -> and select About Olive Helps.

I have a multi-monitor setup. How do I select which monitor Olive Helps will show up on?

The menu in your Olive Helps sidebar gives you the option to select the monitor in which you’d like Olive Helps to show. Please note: Olive Helps will remain on the right side of any monitor you select.

Are there keyboard shortcuts I can use to make my interaction with Olive Helps quicker?

Open the Global Search bar: Ctrl + O (or CMD + O on Mac) Hide/Show the Olive Helps sidebar: Ctrl + H (or CMD + H on Mac).

Can I change where on my screen Olive Helps shows up? I’d like the Olive Helps sidebar to be on the left side. Is this possible?

Yes, Olive Helps can be set up to show on the right or left side of your screen. To choose right or left, navigate to the App Menu in the top right corner of Olive Helps and click on Sidebar Settings and select an option under Sidebar Placement. You can choose Right side of monitor or Left side of monitor and then select Save. Now Olive Helps will show up on the side of the screen you've chosen.

Can I access Olive Helps on my phone?

Olive Helps is not available as a mobile application, but may be in the future. Stay tuned.

How does Olive Helps interact with electronic health record (EHR) systems such as Epic?

Olive Helps does not interact directly with EHR systems today. However, since Olive Helps uses sensors to know how users are working, it can sense text typed into your EHR or copied out of it.

How does Olive Helps track who has accessed PHI?

The Olive Helps application does not store, transmit, or process ePHI, and therefore doesn’t track or log ePHI access. In the same way that Windows doesn’t track that you typed or copied a patient MRN, because it isn’t using it, processing it, or even aware it’s a patient MRN, Olive Helps doesn’t track the patient MRN either.
The responsibility of tracking ePHI access falls to the Loops running in Olive Helps that process that ePHI. Loops can be restricted and assessed one-by-one to ensure they meet the security needs of the customer based on what kind of data they will be processing, if/where they are sending that data, and whether that data contains ePHI or not.
Please note: The one exception is the Sidenote feature within Olive Helps – this feature allows users to take notes which could contain ePHI. These notes are synced to our HIPAA cloud and access of those notes is tracked – whether they contain ePHI or not.

Will I need to run software updates on Olive Helps like I do with my iPhone?

Yes, as we roll out new updates to the Olive Helps software you or an administrator in your organization will have to install them — just like you’d update iOS on your iPhone. This will ensure that you have the latest product capabilities and security features. If there’s a new version of Olive Helps available, an update available Whisper will appear when Olive Helps starts. Click the update button and wait for Olive Helps to restart. As new versions of your Loops are released, those can be updated through the Loop Library too — similar to how you’d update apps on your iPhone through the App Store.

My question is not on this list. What do I do?

If you need additional help or have other questions, please connect with us through this form and an Olivian will get back to you.