Support & FAQ

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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Quick Access Link to FAQ & Answers

Registration / Reset Password (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 verification since Registration / Reset password 5 mins ago. What should I do now?

  • 3 possible causes.
    • One is that the registered email address is incorrect. 2ConnectMe does not know if your email address is wrong. 2ConnectMe do not prompt you even though you have entered a wrong email address. You need to try to register again with email address double checked.
    • The email is in the Junk Mail box. Please check your Junk mail.
    • 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 2ConnectMe service FREE?

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

Pop Up contact form is empty or Incorrect Chat Room URL error shown?

  • Please check if you paste the URL address of Chat room to your WordPress plugin settings as follows.
  • Please check if you have CORS (Cross-Origin Resource Sharing) error in the browser console as shown below.
  • This means your web server does not allow cross origin resource sharing. Please configure your web server to allow to load the content from domain “https://*.2connectme.com”.  For your settings of web server, please google web server CORS error for details.

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

  • #1:  New security restrictions imposed by Google Chrome (version 65 or later)
    • IMPACTS voice, video and screen share function of 2ConnectMe in the WordPress Plugin (ver 1.2.3 or earlier).
    • Quick fixes: just update the WordPress Plugin to (ver 1.2.4 or later) to solve such issues.
  • #2: If you put the chat room url link under iFrame, due to new security restrictions of Google Chrome (ver 65 or later), you have to put additional security settings allow=”microphone, camera” as example shown below. You have to substitute your own chat room url below.
    • <iframe src=”https://www.2connectme.com/custPhone.html/qewasfasdf” allow=”microphone; camera”></iframe>
  • #3: Customers are likely using browser older than those required below. The browsers functionalities can be summarised as follows.
    • Major browsers on PC desktops are supported.
      • Google Chrome – ver 54 or later, (Text Chat, Voice call, Video call, Screen Sharing),
      • Mozilla FireFox – ver 50 or later (Text Chat, Voice call, Video call, Screen Sharing),
      • Microsoft Edge – ver 40.15063 or later. Recent update in Windows 10 Creator update (Text Chat, Voice call, Video call, receive Screen Sharing),
      • Apple Safari (Mac OSX) – macOS High Sierra (Text Chat, Voice Call, Video call, receive Screen Sharing)

      Major browsers on mobile platforms, iOS and Android, are supported.

      • Android – Chrome (Text Chat, Voice Call, Video Call, receive Screen Sharing),
      • iOS 11 – Safari, (Text Chat, Voice Call, receive Screen Sharing).
  • #4: Why screen sharing function prompts me an error?
        • Screen sharing is supported in Google Chrome browser with extension required to get installed on browser. Or you could use Firefox (ver 50 or later) which supports screen sharing natively WITHOUT extension. For how to install extension on browser, please refer to the video below.

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 500 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 “Get Started – System Customisations”

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

How to clear local browser cache to ensure the 2ConnectMe is updated?

  • Browser sometimes keep the files and images as local cache to improve the response performance. Sometimes, browser does not get the updated 2ConnectMe app for some unknown reasons.  User may directly clear the local cache of browser to ensure the 2ConnectMe is the most updated one. Please take note that only “Cached images and files” are cleared instead of “Site Data”. If “Site Data” is cleared, your local chat history records will be deleted and irrecoverable. As an example, the following screens are from Chrome and Firefox respectively.

Floating Chat Icon & Pop Up Contact Form on HTML webpage

PopUp form is empty and nothing shown?

  • Please check if you have CORS (Cross-Origin Resource Sharing) error in the browser console as shown below.
  • This means your web server does not allow cross origin resource sharing. Please configure your web server to allow to load the content from domain “https://*.2connectme.com”.  For your settings of web server, please google web server CORS error for details.

Can I change the color and layout of the floating sticky icon and the whisper text?

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.
  • You have to logout 2ConnectMe from PC Desktop browser. Just putting agent in “Take Break” mode in desktop browser is not enough. This is to avoid 2ConnectMe distributing calls / chats to your desktop and mobile apps at the same time.
  • Run 2ConnectMe App, at least, in background.
  • Security Permission Settings (Settings -> Installed Apps -> 2ConnectMe)
    • Allow Notification (Notifications -> Show notifications).
    • Allow access to Camera, Microphone, and Storage. (App Permissions)
    • Allow start in background (Other Permissions)
    • Turn Battery Save off (Battery Saver -> No Restriction)

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

  • Yes. Please be reminded to turn on “Taking Break” mode when it is not ready for new calls.
  • Please ensure the 2ConnectMe on any PC desktop browser is logout. 2ConnectMe will only distribute the new calls / chats to mobile app when there is NO 2ConnectMe logon desktop browser of this user. This is to avoid 2ConnectMe distributing calls / chats to your desktop and mobile apps at the same time.

Android App, Business Chat Room, no longer works after upgrade Mi phone to MIUI Global Global 9.5.1. What should I do?

  • Some users from India, Hong Kong and China reported to us that after recent upgrading Mi phone to latest MIUI Global 9.5.1, it found that our Android App, Business Live Chat, no longer worked.After checking, we believe the issues are from MIUI upgrade. The default Ring tone was not setup properly after upgrade. Therefore, a quick fixes is to manually set your own Ring Tone in Android Settings again after upgrade. The problem is found solved then and the Android Apps resumes working properly.

Operations and Usage (Voice, Video, Screen Share chat & Ring Tone)

Voice, Video Chats Settings

How to change browser security settings for Camera and Microphone for video and voice chats?

Chrome (Google) browser

Firefox (Mozilla) browser

How to enable Mac to allow Chrome / Firefox to access camera and microphone?

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 (ver 54 or later), Mozilla Firefox (ver 50 or later), Microsoft Edge (ver 40.15063 or later) or Safari (macOS High Sierra) browsers. They are browsers supporting WebRtc technology with voice calla and video call.

Why some customers cannot initiate video call or voice call?

Possible causes

#1: New security restrictions imposed by Google Chrome (version 65 or later)

  • IMPACTS voice, video and screen share function of 2ConnectMe in the WordPress Plugin (ver 1.2.3 or earlier).
  • Quick fixes: just update the WordPress Plugin to (ver 1.2.4 or later) to solve such issues.

#2: If you put the chat room url link under iFrame, due to new security restrictions of Google Chrome (ver 65 or later), you have to put additional security settings allow=”microphone, camera” as example shown below. You have to substitute your own chat room url below.

  • <iframe src=”https://www.2connectme.com/custPhone.html/qewasfasdf” allow=”microphone; camera”></iframe>

#3: Customers are likely using browser older than those required below. The browsers functionalities can be summarised as follows.

  • Major browsers on PC desktops are supported.
    • Google Chrome – ver 54 or later, (Text Chat, Voice call, Video call, Screen Sharing),
    • Mozilla FireFox – ver 50 or later (Text Chat, Voice call, Video call, Screen Sharing),
    • Microsoft Edge – ver 40.15063 or later. Recent update in Windows 10 Creator update (Text Chat, Voice call, Video call, receive Screen Sharing),
    • Apple Safari (Mac OSX) – macOS High Sierra (Text Chat, Voice Call, Video call, receive Screen Sharing)

    Major browsers on mobile platforms, iOS and Android, are supported.

    • Android – Chrome (Text Chat, Voice Call, Video Call, receive Screen Sharing),
    • iOS 11 – Safari, (Text Chat, Voice Call, receive Screen Sharing).

Screen Sharing Settings

Why screen sharing function prompts me an error?

    • Screen sharing is supported in Google Chrome browser with extension required to get installed on browser. Or you could use Firefox (ver 50 or later) which supports screen sharing natively WITHOUT extension. For how to install extension on browser, please refer to the video below.

For Screen Sharing in Mac, how to enable Screen Recording settings in Mac?

How to change Share Screen settings in Firefox?

Ring Tone Settings

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.
  • Enable ring tone in Safari (macOS High Sierra) browser

Since Safari (macOS High Sierra) disables the video animation in all the websites by default, you need to enable it in order to have ring tone alert for customer incoming call. Please open Safari to go to 2connectme.com and then select “Settings for This Website”. From there, you may enable playing video for 2connectme.com website. Please refer to screen below.

See Customer Screen

Why I find Empty Page in SEE Customer Screen?

2 Possible causes:

  • SEE Customer Screen is only supported in the latest version of browsers. According to our experience, we can SEE Customer Screen about 70-80% of customer visitors.
  • SEE Customer Screen requires your website with https encrypted secured connection. Misaligned webpage will be displayed for those website with only http connection. If you don’t know how to empower your site to https connection, we also provide consultation service to upgrade your site to https connection. Contact us for support@2connectme.com for details.

Chat History

Why my chats history are all suddenly gone?

2 Possible causes:

Private device checkbox is not checked

  • 2ConnectMe does not keep your chat history on the cloud without your consent. Instead, 2ConnectMe keeps your chats history on the local browsers only if the device is your personal device and not shared with others. This question is asked during your logon through browsers.
  • Screen: Logon
     

Manual Clear the cache data and file in the browser

  • Since 2ConnectMe keeps the data in the browser, the data would be deleted as well when the cache data files in the browser is cleared manually.

Notifications – Browsers

Where are the settings for Notifications Browsers

Why Notifications are not shown

System Design

The system is designed such that

  • when the user already logon the service using the browser, there will be NO notification delivered to this user. It is because the user is able to see all these customer status from the main Dashboard. Notification reminder is no longer needed.
  • when the chat is connected to an agent and chat is terminated now, the customers / friends want re-Connnect to agent again. In that case, the customers / friends are designed to route such chat to the same agent answering his chat before. In that case, no notification is shown as such chat is only for the previously connected agent.
  • In order to receive notification, it requires browser is RUNNING even though it is not in browsing activities and put in background. If Chrome is used in doing the settings and notification is granted accordingly, it requires Chrome to open for receiving the notification.

Please check the following settings again.

  • Is the Agent Private Profile is setup properly under Chrome / Firefox browser? The status of check box should be shown checked as indicated below.

  • Is the chat room enabled with Notification? The best practice suggest 5 which means 5 minutes for the sending notification cycle for a device as indicated below.

URL address of Chat Room Updated in 3rd party integration.

  • Please copy and paste the updated URL address of chat room to your 3rd party integration.

Browser Cache issue

  • If you checked the above points done and still find not all notification shown, there may be the case of Browser keeping the outdated configuration data. We recommend clearing the cache data of browser to check it again.

Hotlines (Chat Rooms) Admin

How to add a new hotline (chat room)?

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 Administration

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?

  • 3 possible causes.
    • One is that the registered email address is incorrect. 2ConnectMe does not know if your email address is wrong. 2ConnectMe do not prompt you even though you have entered a wrong email address. You need to try to register again with email address double checked.
    • The email is in the Junk Mail box. Please check your Junk mail.
    • 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.
    • 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.
    • Forever Free tier account provides 500 connected chats for agents annual. After 500 connected chats in a year, only administrator account is able to answer the chats.

Agent photo Url does not show the image?

  • Please check if your Url does allow CORS to get the image file. The Url address is likely from a web server which does not support CORS. Please configure your web server to allow CORS file retrieval.
  • Find a cloud drive which supports CORS so that 2ConnectMe is able to get the image file directly from Url address.

Pricing / Subscriptions

In Forever Free plan, after 500 chats connected by Agents, what will happen to customer enquiries?

  • The administrator account is still able to serve customer enquiries. The customer enquiries will also be forwarded to administrator email address when no free agent as usual.

In Forever Free plan, if my agents used all 500 chats quota this year, when will 500 chats Free quota become effective again?

  • 500 chats quota are granted per year. That means system will automatically grant you 500 chats quota in next year.

In Forever Free plan, I have used 200 chats connected by Agents. The I purchase Growing Business 500 connected chats with unlimited number of chat rooms. What will happens to the remaining 300 chats quota in the Forever Free plan?

  • After you purchase any paid plan, the system will consume the quota of these paid plan firstly. After the paid plan are all used, the system will look for the Free plan. That means the remaining 300 chats in the Free plan will also be used once all paid plan has been consumed.

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, we support Apple Pay, Google Pay, Android Pay, PayPal, AliPay, Credit Cards.
  • 2ConnectMe will not store any customer payment information locally. We send the payment information to service provider, e.g. Apple Pay, Google Pay, Android Pay, PayPal and AliPay directly. 2ConnectMe NEVER expose your payment credit card information to hackers.

What is difference in the subscriptions in Google Play Store, Apple Store and those in PayPal, AliPay or Credit Cards through PC desktop?

    • In terms of benefits, they are the same. The subscription from either payment method is effective for both Mobile Apps and PC desktop browser of 2ConnectMe. With single subscription, user is able to logon as 2ConnectMe agent on both Mobile Apps and desktop browsers. Concurrent logon is supported since recent enhancements made in Feb 2018.