Support & FAQ


Support

2ConnectMe platform has been going through different test stage and is stable for production service. That said, we cannot test and verify all the browsers with their corresponding old versions. Sometimes, the problems happen only to a specific environment of individual user where it is impossible for us to verify all beforehand.

For any issues, we suggest a simple method that you should update your browser version to the latest one to check if the problems still happen. It is much easier to align on our browser platform prior to studying the issue happens to your PC.

Please also check the FAQ below if you find any hints. Should you still find any problem, we are more than happy to help. Please contact us through live chat, facebook or email to us.

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FAQ list

Registration (for new company free tier account setup)

 

WordPress Plugin (Business Chat Room – 2ConnectMe) Installation

  1. Is 2ConnnectMe service FREE?
  2. Why Phone voice call, video call and screen share do not work?
  3. I want contact form pop up when website visitor hover the icon instead of click the icon. Any configuration for this?
  4. Where can I configure the size of device to be determined as small devices so that this plugin is no use.
  5. Where can I configure bottom right or button left of the chat icon on screen?
  6. Can I change the width of Contact Form?
  7. Can I change the header and sub-header text, add my company name or other customizations of Contact Form?
  8. I want either Chat, Mail, Phone or Video button of Contact Form. Can I configure it?

 

Mobile Apps (Business Chat Room – 2ConnectMe) from Google Play Store

  1. What further settings are needed for Mobile “Business Chat Room – 2ConnectMe”
  2. I do not receive customer chat in mobile App, what should I do?
  3. Can I use the same account to logon PC browsers and Mobile App of 2ConnectMe?

 

Operation

 

Hotlines (Chat Rooms) Admin

 

Agent Admin

 

Subscriptions

 

FAQ answers

Registration (for new company free tier account setup)

Can I use the same email address for registration twice?

  • The email address in registration must be unique in 2ConnectMe. We treat every email address unique as a real person who operates the system. Once registration is successful after verifying the email address, the same email address cannot be re-used again for future registration.

I have not received the email for verifying the email address since registration 15 mins ago. What should I do now?

  • 2 possible causes.
    • One is that the registered email address is incorrect. You may use the correct email address to register again.
    • The other possible cause is that there is delay for email delivery. Normally, 2ConnectMe will deliver the email immediately and should take seconds to deliver. If you are sure that you can receive email normally at your device, please report such issue to us. We will check our internal system.

I mistakenly entered the wrong email address in registration. What should I do?

  • No worries. Just register again with your correct email address. The system will ignore those unconfirmed email registrations.

Should I use only Google Chrome or Mozilla Firefox browser for registration? Could I use Mac Safari or Microsoft IE / Edge browsers in registration?

  • For registration purpose, yes. All browsers are supported.

When I click the url link in the confirmation email verifying my email address, it prompts me an error. What’s the problem there?

  • 2ConnectMe cannot locate the corresponding email address. 2ConnectMe will only keep the new registration email address for 15 mins. If user clicks the link in the confirmation email after 15 mins, it will fail. You have to re-register again.

 

WordPress Plugin (Business Chat Room – 2ConnectMe) Installation

Is 2ConnnectMe service FREE?

  • Those free-tier-account services are provided for FREE for lifetime.

Why Phone voice call, video call and screen share function do not work?

  • The only work for website with https connection. If your website is only with http connection, you can still enjoy the function by putting the Ulr link under any of your buttons, e.g. Click-To-Call button, of your website and open it with a new browser window. Secondly, they only work in Chrome and Firefox browser for the time being.  In the future, they will also be supported in Microsoft Edge browser soon.

I want contact form pop up when website visitor hover the icon instead of click the icon. Any configuration for this?

  • Refer to General settings of this plugin. Set the “Change on Event” to “hover”.

Where can I configure the size of device to be determined as small devices so that this plugin is no use.

  • Refer to General settings of this plugin. Set “Disable at Small Screen” width. The default value is 767 px width.

Where can I configure bottom right or button left of the chat icon on screen?

  • Refer to “Chat” settings of this plugin. Set “Horizontal Position” to “left” or “right”.

Can I change the width of Contact Form?

  • Since Business Chat Room of 2ConnectMe WordPress plugin ver 1.1, the width and height of contact form is automatically adjusted to best fit the window.

Can I change the header texts, add my company name or other customizations Contact Form?

  • Yes. It is possible. Each hotline chat room comes with an independent Style Contact Form. You no longer share the same contact form for all chat rooms.  For the details of contact form customisation, please refer to “What’s New” here.

I want either Chat, Mail, Phone or Video button on Contact Form. Can I configure it?

Mobile Apps (Business Chat Room – 2ConnectMe) from Google Play Store

What further settings are needed for Mobile “Business Chat Room – 2ConnectMe”

  • No further configuration needed. Mobile one shares the same user accounts information. Just use the same user account to logon through mobile.

I do not receive customer chat in mobile App, what should I do?

  • Please also ensure you, logon as Agent, are in the “WAITING FOR CALLS” as shown in screen below. Even you put the App to background or forcefully kill the App, 2ConnectMe Mobile App will remember last agent status. Only  those agents with last status  “WAITING FOR CALLS” mode are selected for visitor enquiries distribution.
  • Particularly, whenever you logout from PC Desktop, please ensure you logon Mobile App and with “WAITING FOR CALLS” status to start receiving new calls again.
  • In order to ensure Mobile App is able to receive visitor enquiries, security settings “Allow Notification” and “Allow Auto-Start” must be enabled in Android phone. Since Android manufacturers make their own version of Android with different customisation, it is not possible to conduct test on each of them.
  • In some of the obtained test results, e.g. Xiaomi phone,, it finds that 2ConnectMe App must be in background for it to receive new customer enquiries notifications.
  • If you are not able to receive customer chat, please contact us for support. We are happy here to solve any issues for you.

Can I use the same account to logon PC browsers and Mobile App of 2ConnectMe?

  • Yes. However, only one of them is effective. The later logon of same account will force the previous logons to logout. A warning of “Concurrent Logon” will be prompted before logout.
  • Put in a simple term. If you are using both PC browsers and Mobile App of 2ConnectMe, please ensure you logon each time for device which you intend to work.   At any time, only ONE device, either desktop PC browser or Mobile App, is working. Not both.

 

 

Operation

Why the video is not smooth or voice is not clear in conversation with customer?

  • It requires sufficient bandwidth for voice and video conversation. For this issue, we need to rely on the network improvement.

Could I use Microsoft IE or Edge or Mac Safari browsers in using 2ConnectMe?

  • We recommend to use either Google Chrome or Mozilla Firefox browsers. For other browsers, the advance features, voice call, video call and screen sharing are not supported.
  • For the free tier account, it does not matter as those advance features are available only for the user with membership subscribed.

Why some customers cannot initiate video call or voice call?

  • It is likely that customer is using browsers other than Google Chrome or Mozilla Firefox. Only these Google Chrome and Mozilla Firefox browsers support advance features voice call and video call.

Why screen sharing function prompts me an error?

    • Screen sharing is only supported in Google Chrome browser with extension required to get installed on browser. For how to install, please refer to the video below.

Why ‘Ring Tone” option does not work? No ring tone is heard for a new incoming customer message.

  • Ring Tone feature is ONLY supported in browsers on desktop. Mobile browsers are imposed with security restrictions which not allowing any web app in browser to play sound.

 

Hotlines (Chat Rooms) Admin

How to add a new hotline (chat room)?

  • Refer to video below

Is there any restriction on the name of hotlines (chat rooms)?

  • Due to internal system performance and operation concerns, some restrictions are imposed on the hotlines name. They are
    • It cannot include  ‘-‘ character.
    • It should be a single word and does not allow space in the name.
  • The best practice for hotline naming
    • As short as possible while maintaining its meaning for reader to understand. There are reasons behind. When an customer incoming call arriving, 2ConnectMe agent desktop rings and hotline name is shown. If it is too long, the hotline name cannot be displayed in full to agent.
    • LANG_SKILL convention should be used. For example, ENG_GEN meaning english language for general hotline.

Why I cannot delete the default hotline (chat room) “GENERAL”?

  • “GENERAL” hotline is the default hotline which is supported in free tier account. It cannot be deleted. Just leave it there and don’t assign such hotline to agent if “GENERAL” hotline is not suitable for your company operation.

I accidentally delete a hotline (chat room). Can I recreate the same hotline (chat room) after its deletion?

  • Yes. You can re-create the hotline as long as it no longer exists. However, please pay high attention that you have to re-assign such “re-created” hotlines to your agents after its recreation. It is because 2ConnectMe also deletes such “Agents Hotline” assignments when hotline is deleted.

 

Agent Admin

Could I use the same email address to register twice in 2ConnectMe as agent staff of my company?

  • No. The registered email address is used as user ID of 2ConnectMe. Once user email address is successfully registered after confirmation in the email, it cannot be re-used again in the future.

My staff does not receive the email to verify the email address in agent registration. What should I do now?

  • 2 possible causes.
    • One is that the registered email address is incorrect. You may use the same email address to register again.
    • The other possible cause is that there is delay for email delivery. Normally, 2ConnectMe will deliver the email immediately and should take seconds to deliver. If you are sure that you can receive email normally at your device, please report such issue to us. We will check our internal system.

My newly created agent cannot receive the customer messages? What is the problem there?

  • 2 possible causes.
    • Without membership subscription. Free tier account only supports first agent who is the administrator of 2ConnectMe. The second agent (staff) requires membership subscribed to continue handling customer messages.
    • Missing agent hotline assignments. Please check if the agent is with hotlines assigned to handle customer messages. For details, please refer to FAQ about hotline admin above.

 

Subscriptions

Since the agent staff is my company staff, could I subscribe the membership on behalf of them?

  • Yes. 2ConnectMe is designed for that. Please go to the “Agent” menu and select which agent you want to administer. Accordingly to go to the subscription for that agent.

Besides PayPal, is there any other payment system for me to deposit the bills?

  • Currently, PayPal and Android Google Play Subscription (through 2ConnectMe mobile app) are integrated. For any other means you would like us to accept, please contact our support.

What is difference in the subscriptions in Google Play Store and those in PayPal through PC desktop?

  • In terms of benefits, they are the same. The subscription from either PayPal or Google Play Store is effective for both Mobile and PC desktop browser of 2ConnectMe. However, it does not mean subscriber can handle customer chat on both devices concurrently. The later logon user will force the previous ones to logout. That means at any time, a subscriber is only handling customer chat either Mobile device or PC desktop, NOT BOTH. Please also take note that once you select subscription in Google Play or PayPal, you should remain to use the same method for payments in the future. Otherwise, their subscription periods may be overlapped as each of payment handlers (Google Play and PayPal) only calculate the subscription period by his own alone without considering the other payment handler subscription.

 

Any Questions?

We loves to discuss with you at any time. Contact us now!

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