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Help, the customer can't hear me!
Help, the customer can't hear me!

Using Virtual Assist, but the mobile user can't hear you? In most cases the answer is simple, so make sure you check these items.

Dominique Tuck avatar
Written by Dominique Tuck
Updated over a week ago

If you've started a new Virtual Assist and the customer can't seem to hear you, there's a few things you can check first before putting in a support request.

Check your browser permissions - Chrome users

  1. Open Chrome

  2. At the top right, click the three vertical dots, then Settings.

  3. Under "Privacy and security," click Site settings.

  4. Click Camera or Microphone. Turn Ask before accessing on or off. To remove an existing exception or permission, to the right of the site, click Delete .

Check your browser permissions - Safari users

  1. On your Mac, choose Apple menu > System Preferences, click Security & Privacy, then click Privacy.

  2. Select Microphone.

  3. Select the tick box next to Unity/Virtual Assist to allow it to access the microphone.

Check your headset

  • Are the wires inserted into the right jacks? For example, on most PC's there are two ports, one for microphone input only and one for audio. Make sure you've got your headset plugged in to the microphone input.

  • Do you have yourself accidentally muted? This can happen easily by mistake if you have a headset that has an additional control panel attached to the wires (this usually sits on the wires where your wire would rest on your desktop).

  • Is your headset quite old? Older headsets can be faulty and sometimes need a "wiggle" in the jack before they work.

If you've gone through each of these steps and are still having issues, please let us know by messaging

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