SnapCall Frequently Asked Questions

SnapCall allows you to show the Human Touch Customer Experience team an issue using live video, photos, recorded video clips, or screen recordings. Providing visual information can help our team understand and troubleshoot your issue more efficiently.

1. What is SnapCall, and how does it work?

SnapCall is a visual support tool integrated with the Human Touch support system.

Depending on the assistance needed, our Customer Experience team may send you a secure SnapCall link to:

• Join a live video or audio call
• Take and submit photos
• Record and submit a video clip
• Record and submit your screen, when supported

The photos, videos, or recordings you submit are attached to your support ticket so the assisting agent can review them.

2. Do I need to install an application?

No. You do not need to download or install an application.

Open the SnapCall link provided by the Human Touch Customer Experience team in a supported web browser on your phone, tablet, or computer.

3. Which devices can I use with SnapCall?

SnapCall can be accessed from most:

• Smartphones
• Tablets
• Desktop computers
• Laptop computers

Your device must have a supported web browser and a reliable internet connection. A camera and microphone are also required when recording video or joining a live video call.

4. What types of media can I submit?

Depending on the request and your device’s capabilities, you may be able to submit:

• Photos
• Recorded video clips
• Screen recordings

Please capture the specific chair part, sound, movement, error message, or other condition requested by the Customer Experience agent.

5. What is a SnapCall Clip?

A SnapCall Clip is a photo, video, or screen recording that you submit through a SnapCall link.

The submitted media is attached to your Human Touch support ticket for review. This allows our team to see or hear the issue without requiring a live video call and may reduce the need for additional messages.

6. How do I record and submit a SnapCall video?

Watch the video below for step-by-step instructions on recording and submitting a SnapCall video.

1. If you cannot view the video, follow the written instructions below:
2. Open the SnapCall link provided by the Human Touch Customer Experience team.
3. Allow access to your device’s camera and microphone if prompted.
4. Select the option to record a video clip.
5. Position the camera so the requested chair part or issue is clearly visible.
6. Begin recording.
7. Demonstrate the issue and capture any relevant sounds, movements, lights, or error messages.
8. Stop the recording when finished.
9. Review the video, if that option is provided.
10. Submit the recording.

Keep the browser page open until the upload is complete. Closing the page too soon may prevent the video from being submitted.

7. How do I take and submit a photo?

To submit a photo:

1. Open the SnapCall link provided by the Customer Experience team.
2. Allow access to your camera or photo library if prompted.
3. Take a new photo or select an existing photo.
4. Confirm that the requested chair part, label, damage, or issue is clearly visible.
5. Submit the photo.
6. Keep the browser page open until the upload is complete.

If needed, submit multiple photos from different angles.

8. How do I join a live SnapCall video call?

To join a live call:

1. Open the SnapCall link sent by the Customer Experience agent.
2. Allow access to your camera and microphone when prompted.
3. Confirm that your camera and microphone are working.
4. Join the call.
5. Follow the agent’s instructions to show the chair and demonstrate the issue.

For safety, do not move or lift a heavy chair while holding your device. Ask another person to hold the device when necessary.

9. Why is SnapCall asking for camera or microphone permission?

SnapCall needs permission to use your device’s camera or microphone when you:

• Join a live video or audio call
• Record a video
• Take a photo
• Record sound related to an issue

If access is denied, you may need to change the camera or microphone permissions in your browser or device settings and then reopen the SnapCall link.

10. What should I include in my photo or video?

Follow the instructions provided by the Customer Experience agent. Depending on the issue, you may be asked to capture:

• The entire chair
• The affected chair part
• The chair’s serial number or product label
• An error message or control-panel display
• The chair’s movement while the issue occurs
• Any unusual sound
• Visible damage
• The power cord or connections

Use adequate lighting and keep the camera steady. Do not include unrelated personal or sensitive information in the recording.

11. What should I do if the SnapCall link does not work?

Try the following:

• Confirm that your device is connected to the internet.
• Reopen the original SnapCall link.
• Refresh the browser page.
• Use an updated web browser.
• Confirm that camera and microphone permissions are enabled.
• Temporarily close other applications using the camera or microphone.
• Try another compatible device or browser.

If the link has expired, the upload continues to fail, or you still cannot access SnapCall, reply to your Human Touch support message and request assistance or a new link.

12. What should I do if my video or photo does not upload?

Keep the SnapCall page open and confirm that you have a stable internet connection.

If the upload does not complete:

1. Try submitting the media again.
2. Try a shorter video clip.
3. Reopen the SnapCall link.
4. Try another supported browser or device.
5. Contact the Customer Experience agent if the problem continues.

Do not assume that the media was received unless SnapCall confirms that the submission was completed.

13. Can I reuse or share my SnapCall link?

Use the SnapCall link only for the support request for which it was provided. Do not share the link publicly or with anyone who is not involved in the support case.

If the link has expired or you need to submit additional media, contact the Human Touch Customer Experience team for assistance.

14. Can SnapCall be used instead of a live call?

Yes. When a live call is not necessary, the Customer Experience agent may ask you to submit a SnapCall Clip instead.

The agent will determine whether photos, a recorded video, a screen recording, or a live video call is most appropriate for troubleshooting the issue.