Objective

Provide clients with the opportunity to meet by video using Coconut Connect.

Steps

Join a call

Meeting participants can join a Connect call by video conference or dial-in methods. For more information on hardware and software recommendations for optimal participation, please refer to the FAQ.

Join the call by video

Meeting participants can join a Connect call by video.

To join by video:

1. From your appointment email notification or calendar event, click the Join Call link

To join by video from Coconut:

1. Navigate to and open the appointment

2. Click Join with Coconut Connect

Appointment-taking staff can join a Connect meeting by simply clicking the join link in the appointment's details

Dial-in for the call

Meeting participants can also dial-in to a call. Dial-in participants can participate in the audio elements of the call, but are not able to view any shared screen content or participate in interactive elements such as signing ceremonies.

To dial-in to a call:

1. Navigate to the meeting invitation, and dial-in using the details provided in the invitation

2. When prompted, enter the access code provided in the invitation

Call actions

Numerous actions are available during a call. Depending on a participant’s permissions, they can, for example, invite others to join the meeting, share their screen, add notes, and complete signing ceremonies.

Invite other participants

Staff and clients can invite others to join a Connect call. However, invited participants must be admitted by the host of the call.

By default, any participant in a Connect call can invite other participants to the call. This behaviour can be configured by admins in the Participant Actions section of the Coconut Connect settings page.

To invite others to join a call:

1. From within the meeting, click More

2. Click People

3. Click Invite

4. Enter the email address for the person you want to invite

5. Click Send

Invite additional participants to a Connect call from within the call itself by simply adding their email and clicking Send; Note that all participants in a Connect meeting must be admitted by the host

Alternatively:

1. From within the meeting, click More

2. Click People

3. Click Invite

4. Click Copy to copy the meeting invitation to your clipboard

5. Share it with the person you want to invite by pasting it to your preferred communication channel

Admit participants

Staff members facilitating a Connect appointment will receive a notification on screen when a new participant is waiting to join the meeting. Staff can choose to admit or deny admittance by clicking Admit or Deny.

Any staff member that is part of a Connect meeting has the possibility to admit a participant to the call. This can be restricted so that only the meeting organizer can admit participants. This can be changed by admins in the Participant Actions section of the Coconut Connect settings page.

Change your background

To change your background:

1. From within the meeting click More

2. Click Change Background

3. Make your desired selection

NOTE: Custom Backgrounds are not supported on the following versions, due to a bug in the browser that will cause an "Out of Memory" Error:

• Chrome 122.0.6261.57 - 122.0.6261.110

• Edge 122.0.2365.52 - 122.0.2365.79

Change your audio and/or video settings

To change your audio and/or video settings:

1. From within the meeting click More

2. Click Settings

3. Make your desired changes

Turn on closed captions

Closed captioning is available in English during Connect meetings. To turn on closed captioning:

1. From within the meeting, click the Turn on captions button

2. Click the button again to turn off captions

From the call actions, click the Turn on captions button to turn on closed captions; click again to turn captions off

Add internal notes

Staff can add internal notes from within a Connect call. These notes are not visible to participants. They are added to an appointment’s details in the Internal Notes section.

Any staff participating in a Connect call can edit internal notes. This can be changed by an admin in the Participant Actions section of the Coconut Connect settings page if only the organizer should be able to edit the notes.

To add internal notes:

1. From within the meeting click More

2. Click Internal Notes

3. Enter the notes you want to make

Complete signing ceremonies

Meeting participants can also complete signing ceremonies as part of a Connect call. Please refer to this article for more details.

Rejoin an ongoing call

If disconnected from a Connect meeting due to, for example, a lost internet connection or a browser crash, participants can rejoin the meeting by reloading the page and opting to rejoin the call.

If a user is already connected to a call and attempts to rejoin, they will be prompted to enter their name and email prior to joining.

Complete a Connect meeting

When a staff member leaves a Connect meeting, they can rejoin the meeting, manage the appointment, or share video call feedback from the exit screen.

Rejoin the call

To rejoin the meeting, click Rejoin on the exit screen.

Manage the appointment

To complete the appointment, click Manage appointment. You will be directed to the calendar view of the appointment in Coconut, where you can update the appointment’s status and answer any questions.

Share call feedback

To share feedback on your Connect call experience, click the face icon that corresponds to your video quality experience.

Staff members can rejoin a meeting, manage the appointment, or share feedback from the post-call exit screen

A note on access and visibility

Admins can set Connect as the default video meeting option for users.

Admins and managers can access Connect audio recordings, audio transcripts, and chat transcripts.

Managers and staff can schedule and facilitate Connect meetings. They can also complete additional in-meeting actions, such as adding internal notes, initiating signing ceremonies, and admitting participants.