Getting Started with Your IrisCX Trial

Welcome to IrisCX! This 7-day onboarding guide walks you through how to get the most out of your trial. Each day covers a key feature or workflow in IrisCX, so you can confidently deliver efficient, app-free remote service.

1. Day 1: Getting Started & Accessing Your Workspace

2. Day 2: Starting a Session

3. Day 3: Expert Tools & In-Session Features

4. Day 4:  Understanding the Customer Experience

5. Day 5: Ending a Session & Collecting Feedback

6. Day 6: Reviewing & Sharing Past Sessions

7. Day 7: Best Practices for Session Success

Day 1: Getting Started & Accessing Your Workspace

Welcome to your 7-day trial of IrisCX! 🎉 

We’re excited to have you on board. IrisCX is a web-based video solution that helps you deliver seamless, remote service without the need for app downloads—for both your team and your customers.

✅ What to Do Today:

1️⃣ Log in to Your Trial Workspace: Access it here using Single Sign-On.
2️⃣ Bookmark Your Workspace: Bookmark the workspace on all devices for quick access.
3️⃣ Mobile Shortcut: Add IrisCX to your home screen for an app-like experience! Here’s how.

ℹ️ Trial Notes & Support

• Access to the trial workspace is active for the duration of your trial period.

• The trial workspace is Iris-branded by default but can be fully customized to match your company’s branding and workflow.

• Need help? Email us at support@iriscx.com

📚 Explore More:
Check out our Online Training Library for short videos and helpful articles.

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Day 2: Starting a Session

Today, you’ll learn how to start and join live video sessions with customers in IrisCX.

Starting a Session 🎬

1️⃣ Create a new session from the Home Tab or Sessions Tab by clicking Create New Session.

💡 Pro Tip: Before going live with a customer call, test your hardware by clicking Practice Session on the Home tab. This will allow you to test your audio and video before any call.

 

2️⃣ Enter the customer's phone number (email is optional). You can also Store Customer Details to save this contact to your workspace, making it easier to redial them in the future.

 

3️⃣ Enter a unique identifier for the session. This will make it easy to search the session after it has processed and been saved in Iris.

 

4️⃣ Fill out any remaining mandatory fields marked with an asterisk, then click Launch Session. This initiates the call and sends your customers an SMS containing a link to join the session.

 

 

📲 How Customers Join

• Customers receive an SMS with a secure link to join.

• They must allow camera and microphone permissions when prompted.

• They’ll need a smart device (phone or tablet) with an internet connection—no downloads needed.

📚 Want more details? Visit the Online Training Library for videos and walkthroughs.

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Day 3: Expert Tools & In-Session Features

Today's focus is on the powerful expert tools you can use while in a session to guide customers more effectively and resolve issues faster.

🎯 Key Expert Tools at Your Fingertips

• Onscreen Markup
  Draw directly on the customer’s screen to highlight key areas or provide visual guidance

• 🔍 Zoom & Torch
  Remotely control the customer’s camera zoom and enable their flashlight for better visibility in low-light situations.

• 📸 Smart Screenshots
  Capture, annotate, and save images during a session. Use Optical Character Recognition (OCR) to extract product details like serial numbers or model IDs.

• 📘 In-App Guides
  Share step-by-step, interactive guides during the session for a collaborative walkthrough experience.

• 🤖 AskIris AI Chatbot
  Get real-time, AI-powered assistance to help troubleshoot issues and provide fast answers on the fly.

💡 Want a deeper dive? Check out our In-App Toolkit Guide for videos and detailed feature overviews.

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Day 4: Understanding the Customer Experience

Today’s focus is on the customer-side session experience—designed to be simple, intuitive, and distraction-free so customers can focus on explaining their issue clearly.

🧭 A Simple & Focused Customer Experience

Customers access IrisCX using a secure link from their smart device. The interface is intentionally streamlined to reduce friction and confusion.

📌 Key Customer Controls

✔ Switch Camera
Toggle between front and rear cameras for better visibility.

✔ Mute Microphone
Mute/unmute to reduce background noise.

✔ Stop Camera
Pause video while staying connected—for privacy or technical reasons.

✔ Exit the Call
Customers can leave anytime and rejoin using the same link.

✔ In-Call Chat
Exchange messages, images, and files in real time.

💡 Pro Tip: The chat feature is available even before the customer joins the video. Use it to help troubleshoot connection issues, share part numbers, or send links before the call begins.

📚 Want to learn more?
Explore the Online Training Library for additional guides and walkthroughs.

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Day 5: Ending a Session & Collecting Feedback

Today’s lesson focuses on how to properly wrap up a session and collect valuable customer feedback to support ongoing improvements.

👩‍💻 For Experts: Ending a Session

• ✅ Click “End Session”
  Located in the bottom-right corner of the session screen. This officially closes the session.

• 🚨 Important:
  Customers can leave and rejoin at any time, but only the Expert can end the session fully.

• ✅ Select a Session Status
  Before exiting, choose a status to log the session outcome. This is essential for reporting, analytics, and KPIs.

💡 Tip: Session statuses are fully customizable. Don’t see one that fits your use case? Let us know—we can adjust it to suit your workflow.

🙋‍♀️ For Customers: Post-Session Survey

• 📩 After the session, customers receive a survey prompt to share their experience.

• Surveys are configurable—you can tailor questions and design to fit your needs.

💡 Tip: Give customers a gentle reminder before ending the call to increase the likelihood of getting responses!

📊 Where to View Survey Results

• Session Review Window – Available immediately after ending a session from the Summary and Details tab

• Reports Tab → Operational Reporting – Access detailed feedback metrics and trends across sessions.

🔗 Need help? Visit the Ending Sessions Guide for a step-by-step walkthrough.

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Day 6: Reviewing & Sharing Past Sessions

Today you'll learn how to access, review, and share past sessions—an essential step for training, quality control, and customer support improvements.

🗂️ How to Access Past Sessions

• 📍 Sessions Tab
  Think of this as your call inbox—a centralized location where all recorded sessions are stored.

• 🎥 Click into a Session
  Expand any session to view details like customer info, call duration, and expert notes.

• 📝 Tasks Tab
  View AI-generated action items pulled directly from the call using IrisCX intelligence.

• 🔍 Review Tab
  Watch the full session recording and use the searchable transcript to find exact moments from the call.

📤 How to Share Sessions & AI Tasks

• Share a Session
  Click the Share icon next to any recorded session to send a secure link.

• Share Tasks
  Select the most relevant AI-generated tasks, then:

  • Share via session playback link, or

  • Export as a PDF for reporting or follow-up.

 

🔗 Want a deeper dive? Explore the Session Review Guide and Sharing Sessions Guide for full step-by-step instructions.