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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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 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?

  • #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 “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. Please be reminded to turn on “Taking Break” mode when it is not ready for new calls. Otherwise, 2ConnectMe will still distribute the calls to both devices as needed.

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.

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 (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).

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.

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.

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.

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.

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?

  • 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.
    • 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.

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.