Oasis is an organisation run by the Salvation Army, that provides free counselling and support services for those affected by the harm of gambling. Currently, traditional face-to-face counselling and phone counselling are the main avenues of support provided by Oasis. An online chat service is being added to provide an additional access point for clients. This research focuses on their clinician’s experience throughout the implementation process and will include their perspectives, potential concerns, or benefits to the webchat-based service. The participants for the study where all clinicians currently employed by Oasis who were being involved in the initial training and roll out of the chat service. The data for this study was gathered through a focus group with the clinicians prior to the implementation of the chat function, with thematic analysis used to analyse the data. Current research regarding clinicians’ views towards new avenues of support tend to focus on online video therapies or telehealth, particularly with the COVID-19 pandemic. The study provides insights into the clinicians’ perspectives and how the implementation process can be adapted in order to improve the clinician’s experience. Recommendations are also made in relation to future training for new clinicians, further support for current clinicians as well as future research.