Tools & Setup
Calendly Setup
Everything you need for running consultations. Calendly scheduling, Google Meet video, recording and notetaker setup, screen sharing, and what to do when things don't work.
Links to share with customers:
- Before the meeting (how to join + what to prepare): oriclehearing.com/pages/consultation-prep
- After the meeting (how-to videos for their device): oriclehearing.com/pages/hearing-aid-how-tos
Tools
Calendly
Scheduling - how customers book their consultation
Customers receive a Calendly booking link when they request a refund. The link is sent by the CS team (email or phone) or by Nova AI. Each specialist has their own Calendly link.
- Meeting length: 30 minutes (default slot)
- Buffer time: Make sure you have buffer between meetings. Back-to-back calls without a break leads to burnout and missed portal updates.
- Availability: Keep your Calendly availability up to date. If you need to block time off, do it in Calendly so customers can't book during that window.
- Confirmation emails: Calendly sends automatic confirmation and reminder emails. The customer gets a Google Meet link in the confirmation.
If a customer no-shows: Wait at least 10 minutes past the scheduled time. If they don't join, mark the meeting as "N" (not attended) in the portal and add any relevant notes. CS will follow up.
Google Meet
Video calls - the meeting platform
All consultations use Google Meet, generated automatically by Calendly. Video is strongly preferred over audio-only.
Why video matters:
- You can see how the customer inserts the device and spot fit issues immediately
- You can demonstrate correct technique by showing yourself on camera
- Customers are more engaged on video than audio-only calls
If the customer can't connect to video:
- Ask them to try joining from the link in their email confirmation
- If that fails, try calling the customer's phone directly through Google Meet (dial-out feature)
- As a last resort, do the call audio-only. It's better than canceling.
If YOU have technical issues:
- Close other browser tabs and apps to free up bandwidth
- Switch from Wi-Fi to a wired connection if possible
- Turn off your camera temporarily if the connection is unstable (audio is more important than video)
Screen Sharing
Show videos and guides during the call
Screen sharing is one of the most effective tools during a consultation. Use it to walk customers through insertion, cleaning, or dome changes in real time.
When to screen-share:
- Customer is struggling with insertion. Share the relevant insertion video from How-To Videos.
- Customer needs to change dome sizes. Share the dome change video.
- Customer doesn't understand the controls. Show the spec page for their model.
How to share in Google Meet:
- Click the "Present now" button (bottom toolbar)
- Select "A tab" (not "Entire screen") to share just the browser tab with the video
- Make sure "Share tab audio" is checked so they can hear the video
Tip: Before the call, open the video you might need in a separate tab. When you screen-share, you can switch to that tab instantly instead of navigating during the call.
Calendly Notetaker
Automatic recording and transcription (required for all meetings)
Calendly Notetaker is an AI tool that automatically joins your consultations, records them, and creates a transcript and summary (called a recap). Every specialist is required to have Notetaker enabled so all customer consultations are recorded. Recaps are used for coaching, QA reviews, and resolving post-meeting disputes.
One-time setup:
- Log in to calendly.com with your 4AM Media email
- Click your profile icon (top right) and open Account Settings
- Select Notetaker settings from the left sidebar
- Under "Recording defaults," click the dropdown next to "Notetaker should join"
- Choose all meetings (not "meetings with people outside your company" or "meetings scheduled via Calendly" only)
- Click Save changes
- After your first consultation, check the Recaps tab in Calendly to verify it's working
Don't see Notetaker settings? Message Liz right away so she can check that your account has Notetaker enabled.
During meetings:
- Admit Notetaker: When Notetaker joins your Google Meet call, you may need to admit it from the waiting room and approve the recording. Do this as soon as it appears.
- Recording consent: At the start of every consultation, let the customer know the call is being recorded for quality and training purposes. Notetaker will also ask for consent when it joins.
- Never remove Notetaker: Unless Liz tells you otherwise, leave it on for every consultation. Do not toggle it off on a per-meeting basis.
After meetings:
- Recap URL: After each meeting, copy the recap link from Calendly and paste it into the portal when logging the outcome. This is critical for QA reviews.
- Recap timing: Recaps sometimes take a few minutes to become available. You can submit your meeting log with everything else filled in, then come back to add the URL later.
- Short calls: Recaps are not created for meetings shorter than 4 minutes or meetings without audio. This is expected.
If recording fails: Take detailed manual notes during the call. Write down the key issues discussed, troubleshooting steps tried, and the agreed outcome. Enter these in your specialist notes in the portal.
Joining from Mobile
Sometimes you may need to join a call from your phone. Here's how to make it work.
- Google Meet app: Install the Google Meet app on your phone. You can join directly from the Calendly confirmation link.
- Camera position: Prop your phone at eye level. Holding it in your hand makes the video shaky and hard to watch.
- Screen sharing from mobile: This is limited. If you need to share a video, ask the customer if they have a computer nearby, or walk them through the steps verbally instead.
- Audio quality: Use earbuds or headphones with a microphone. The built-in phone mic picks up too much background noise.
Customer can't join from their phone? The meeting link is often glitchy on mobile. The first tap usually tries to make them download an app instead of opening the meeting. Tell the customer to go back to the text or email and tap the link again. It can take 2-3 tries before the "join" screen appears.
Desktop is always preferred. Only use mobile as a backup when you can't get to your computer. Screen sharing, recording, and multitasking are all easier on desktop.
Common Meeting Issues
| Problem | Solution |
|---|---|
| Customer can't find the meeting link | Ask them to check their email for the Calendly confirmation. The Google Meet link is in that email. If they can't find it, you can send the link via the meeting chat or ask for their phone number to call them directly through Google Meet. |
| Customer's video isn't working | Ask if they can see you. If yes, proceed with you on video. Ask them to describe what they're doing and you demonstrate on your end. If neither of you has video, continue audio-only. |
| Echo or feedback on the call | One of you likely has speakers playing the meeting audio near a microphone. Ask the customer to use headphones. If you're the source, switch to headphones on your end. |
| Call keeps dropping | If the connection is unstable, turn off video to save bandwidth. If it keeps dropping, try calling the customer's phone through Google Meet or ask them to rejoin. |
| Customer is late or no-show | Wait at least 10 minutes. While waiting, try calling the customer's phone number directly through Google Meet (use the dial-out feature, and pull the number from the Calendly event details). Keep the notetaker running even if the customer doesn't join; the recording proves you were present and waited. If they don't show after 10 minutes, mark as "N" in the portal and note how long you waited and that you attempted to call. CS will follow up to reschedule. |
| Third party on the call | Sometimes a family member or caregiver joins. This is fine. Greet them, ask who will be wearing the hearing aids, and direct troubleshooting instructions to the wearer while keeping everyone included. |