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How to manage audio issues: Smart Consult

Here are some troubleshooting steps for when the shipper can't hear you in a Smart Consult

Jeffrey Altamirano avatar
Written by Jeffrey Altamirano
Updated over 2 weeks ago

To ensure your microphone is properly configured for use with Yembo, follow these steps. While this guide is not a substitute for consulting with your company's IT staff, it covers common issues clients have encountered.

Important Notes

  • After making any settings changes, completely close and reopen Chrome to apply the latest configurations before testing again.

  • When testing Smart Consults, use “Test” as the last name on the contact to avoid billing for the move.

Verify Microphone Functionality at the System Level

  • Windows Users:

    1. Make sure your microphone is connected to your PC.

    2. Select Start > Settings > System > Sound.

    3. In Input, select the microphone that you want to test.

    4. In Input settings, look at Input volume while speaking into the microphone. If the bar moves while you speak, your microphone is working properly.

    5. If don't see the bar moving, go to Test your microphone and select Start test.

  • Mac Users:

    1. Choose Apple menu > System Preferences > Sound > Input and select your microphone.

    2. Adjust Input Volume using the slider to optimize sound levels.

      • Lower for loud sources to prevent distortion.

      • Increase for quiet speakers to enhance clarity.

    3. Enable Use ambient noise reduction to minimize background noise (if available).

Note:

  • Digital input devices must be adjusted at the source, not through system controls.

  • If your microphone does not appear or does not pick up sound, there may be a hardware issue. Consult your IT department.

Allow Chrome to Use Your Microphone

  • Windows Users:

    1. Open Start > Settings > Privacy & Security.

    2. Under App Permissions, find Microphone and ensure access is turned On.

    3. Enable Let apps access your microphone to allow app usage.

    4. Under Choose which apps can access your microphone, enable access for Google Chrome (or the web browser you are using).

    5. For desktop apps, make sure Let desktop apps access your microphone is also turned On.

  • Mac Users:

    1. Open Apple menu > System Preferences > Security & Privacy > Privacy.

    2. Select Microphone and check the box next to Chrome (or the web browser you are using).

    3. The Recording Indicator Light in Control Center shows when the microphone is in use or was used recently.

Configure Microphone Settings in Chrome

  1. Open Chrome and click the three vertical dots in the upper right corner.

  2. Select Settings > Privacy and Security > Site Settings.

  3. Under Permissions, click Microphone and verify:

    • The correct microphone is selected. Restart Chrome and your computer if it does not appear.

    • “Sites can ask to use your microphone” is enabled.

    • Yembo's website (https://app.yembo.ai) appears under Allowed to use your microphone. If not, add it.

    • No Yembo-related URLs are listed in “Not Allowed to use your microphone”—remove any Yembo blocked entries.

Conduct a Test Smart Consult

  • Restart Chrome and start a test Smart Consult, ensuring you select the correct microphone.

  • If the test fails, close other applications that may be using the microphone, such as Zoom, Microsoft Teams, or dictation software.

  • Restart Chrome and try again.

Further Assistance

If the issue continues, please report your findings to our customer success team at success@yembo.ai. They will escalate the matter to our engineers for further investigation.

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