I need a solution for live video assessments such as remote diagnosis, claims settlement, or remote support.

In this onboarding guide, we will walk you through the setup steps best for your use case. You will learn how to: 

1. Change call layout, enable recording, and get the client’s location 
2. Create & manage clients' cases
3. Make your remote diagnosis and any other video call super secure 

In each step, we will redirect you to the detailed support articles using blue links and to the Vicodo settings using green links, so you can apply the changes as you read through the instructions.

1. Global settings - from call layout to your privacy policy

As you log in to Vicodo for the first time, click on the icon displayed next to your name, and select settings.

• Here you can decide whose video should be in focus. For remote diagnosis or remote support, we strongly recommend selecting the customer’s video. This way, you will be able to notice more details and take better screenshots that may serve you as documentation in claims settlement. 
  
  
• Next, you can add a link to your Terms & Conditions and Privacy Policy in this section. These may be necessary for you to record meetings.
  
  
• As you scroll down, you will reach the Audio and video calls options. Here, you can enable recording and select screenshots quality.
  
  
• Thanks to the Get location feature, you can ask your customers to share their GPS coordinates so that you can confirm the damage localization.
  
  
• All done? Switch to the Branding tab in settings. In General Brading, enter your company name, upload the logo and favicon, so your customers will easily recognize you.

2. Case creation & management - keep data in one place

Click the  icon to get back to the dashboard. Here you create cases, lead conversations, and manage your customers. If you want to learn more about all information you can find in the Vicodo dashboard, jump to the dedicated article.

• A case is where all your customer interactions take place. You can create a new case and immediately schedule a video call, or you can allow your clients to reach out to you using the website widget or booking page. 
  
  
• You can use the chat during video calls. All messages and files sent during the meeting are saved within a case. This way, you keep customer-related data in one place. You can also add custom fields and notes to your cases. 
  
  
• If you need to pass your case due to your absence, escalation, or any other reason, you can assign other agents to take care of your client. As you already know, conversation history, notes, and files are stored within cases, so you don’t have to send over the data. Everything operators need to provide the best support is in Vicodo.

3. Security - password protection, Two-Factor Authentication, and separate operators

• To protect your meetings with a password, go to the Security tab in settings . Here you can enable mandatory password protection. Only clients who provide a code sent with the invitation can join the appointment. 
  
  
• Two-Factor Authentication offers an additional level of security. To enable this feature, go to the Password & Security tab in your Profile settings. After successfully logging in with your password, we will email you a security code, or you will get the code from your authenticator app.
  
  
• If you want to prevent operators from having access to all cases, you can enable the Separate Operators feature. Only the person who creates a case will be able to access it.

Now you are all set to support customers wherever they are!

Read more:

How to adjust Vicodo to my company branding without coding?

How to use the Live video & chat website widget?