Calls with Maliru support
When a chat isn't enough, Maliru support can talk it through with you on a call, and see your screen if you share it.
Some things are quicker to talk through than to type. Maliru support can put you on a call: to see what you see, to walk you through setting something up, or to go through what a smaller plan would change before you move to it.
Asking for a call
In a support conversation, open the ⋮ menu and choose Ask for a call. Say what you'd like to go through, if you like, and choose Ask for a call. You don't pick a time: someone from Maliru arranges one with you, usually within a working day.
Support can also offer a call from their side of the conversation.
Your invite
When a call is booked:
- the conversation shows "Call with {name}, {time}";
- you get a notification, and an email with a calendar invite;
- a reminder comes the day before and an hour before.
If the time doesn't suit, choose This time doesn't work on the call card and say when would. The call stays where it is until support moves it, and you're told when they do. A call that moves or is cancelled updates the invite in your calendar.
Joining
Join on the call card works from ten minutes before the start. It opens the call in your browser: check your camera and microphone, then Join the call, and your support person lets you in. You join with your camera and microphone off. On a phone the call opens in your browser too.
When your support person opens the call, you get a notification saying they're ready for you.
Sharing your screen
On a computer you can share your screen, so support sees exactly what you see. You choose when to share and can stop at any time. Screen sharing isn't available on phones; there, your camera can show the problem instead.
Sharing your screen doesn't give Maliru access to your records. That's Let them look in the conversation, which is separate, read-only and ends when you say. See Getting help inside Maliru.
Privacy
Calls are not recorded, and chat inside a call isn't saved. Each call is recorded in your workspace's audit trail: when it was booked, moved, held and ended.
A move to a smaller plan is arranged on a call too. See Upgrading, seats and billing interval.