Coconut Connect is an add-on feature. To enable it for employees, speak with Customer Success so that Coconut Connect with Appointments can be configured for your instance.

When a video integration is enabled for the first time, it becomes the default video service provider for staff facilitating video appointments. If the default requires changing, you will need to modify the video service provider for the staff member.

To modify the video service provider for a staff member:

To ensure successful usage of Connect for video appointments, addresses for our service partner, Twilio®, and for Coconut need to be added to your organization’s firewall configuration. Please refer to this article for more details.

While video rooms can accommodate up to 50 participants, the Connect call experience is optimized for small group conversations. Coconut recommends up to 5 participants in a call.

Yes! To invite a new participant to an in-progress call:

With the exception of staff members added as participants in advance of a Connect call, nobody can join a call without the host admitting them. As a result, if someone obtained the link to a call they were not invited to, they would not be able to join the call without express admission by the host.

Yes! For more information on dialling into a Connect meeting, please refer to this article.

Not at this time. However, participants can opt to mute themselves and turn off their video prior to joining the call. A host can also mute or turn off a participant’s camera. To mute a participant or turn off their camera:

Alternatively:

Participants - including hosts - can join a Connect call 5 minutes in advance of the scheduled start time. If a participant attempts to join a call earlier than this, they receive a notification that it is not yet time to join the call. If the browser window containing this notification is left open, the participant will automatically be redirected to the Join Call screen.

If a call participant receives an error informing them we are unable to connect them to their meeting, it is most often the result of a firewall rule blocking Connect's call service provider.

To resolve this issue, ensure your organization's firewall rules allow for traffic from Twilio® (our call service provider). Please refer to this article for more details.

If a staff member is not logged into Coconut, or if their session has expired, they will be prompted to sign in before joining a Connect meeting.

Yes! Coconut Connect integrates with both DocuSign™ and OneSpan™ Sign, providing staff with the ability to conduct signing ceremonies in-call.

Please refer to this article if using DocuSign, or this article if using OneSpan Sign.

Connect currently uses manual ID verification. This means that staff members and clients follow an organization’s processes for identification verification (for example, out-of-wallet questions, password on file, etc.). Call hosts can also verify a participant’s ID by manually screen capturing the participant and/or their identification.

No. The staff member facilitating the appointment remains unavailable for booking through the Client View. However, staff can schedule appointments with overlapping timeframes in Schedule if an appointment ends earlier than scheduled and they would like to take on another appointment during that window.

Staff can also update the start and end times for the call to accurately reflect the duration the service took. This can help improve the accuracy of an organization’s time allocations for services.

Yes, closed captions in English are available to turn on and off during a call. Please refer to this section of our Facilitate a Connect meeting article for more details.

The ability to turn closed captions on and off in a Connect meeting is automatically available when Connect is enabled at your organization. If the option to turn on/off captions is not displaying in Connect calls, please reach out to your Customer Success contact.

If a participant loses connectivity during a call, a notification displays that the participant has left the meeting. The participant can rejoin the call by revisiting the appointment details and clicking the join link, or by refreshing the page and joining the call again.

If facilitating an appointment and it goes beyond the scheduled time, the call will continue. The call times out only after multiple hours, as determined by our service provider.

If you attempt to share your screen during a Connect meeting and are unable to do so, this can be the result of system settings in relation to the browser being used. To resolve this issue on a Mac laptop:

For troubleshooting tips related to camera and microphone permissions, please refer to this article.

NOTE: Mobile devices can display other screens that are shared on a call. However, screen-sharing from a mobile device is not available.

Yes!

If you are the person sharing their screen, you can zoom in on the source page, to have the zoom level reflected for everyone in the meeting.

If you or someone else is sharing their screen in Connect, and the content on the source window/tab/screen is too small to read, you can zoom in on your view of this page. Note: This will only reflect on your view of the screen.

On desktop:

On mobile and tablet:

Co-browsing is an add-on that allows all participants on a Coconut Connect call to collaborate on a supported webpage. For more information on co-browsing, please visit this page.

Admin and manager roles can access Connect recordings and chat transcripts. To do this:

If, when attempting to access the audio recording you receive a status of Not Recorded it means Coconut Connect Recordings was not enabled at the time of the meeting and there is no audio track available. To enable this, please reach out to Customer Success.

If, when attempting to access an asset you receive a status of Not Completed it means either the meeting hasn’t begun or is in progress. Depending on the length of the meeting and corresponding file sizes, users can anticipate a slight delay between when a Connect meeting is set to Complete and a recording or transcript is available.

RAW recordings are stored through our video partner, Twilio®. Composed recordings are stored in encrypted servers hosted in AWS and managed by Coconut.

Connect is a browser-based application. We support the latest 2 versions of modern browsers for various operating systems, based on the following table:

NOTE: Custom backgrounds are only supported in Chromium-based desktop
browsers:

The following provides our recommended requirements for optimal use of Connect:

NOTE: Our recommended lowest bitrate is 1.5 mbps for video streaming.