FAQ: Setup & Onboarding
Answers to common questions about account setup, installation, permissions, and first-call readiness.
Account Setup
How long does onboarding take for a new user?
Most users can finish setup in 10-15 minutes if they complete install, permissions, and calendar connection in one flow.
Can I use a shared team email for signup?
Use a named work identity whenever possible. Named accounts improve auditability and role control.
Do I need both desktop and web app access?
Yes. Desktop is required for live in-call assistance; web app is required for summaries, sources, integrations, and admin workflows.
Installation and Permissions
Which permissions are mandatory on macOS?
Microphone, Screen Recording, and Accessibility are required for reliable live call behavior.
I granted permissions but setup still looks incomplete. What should I do?
Restart the desktop app and re-check permission status in System Settings. If still blocked, use Desktop App Issues.
Is calendar required before first call?
Not strictly required, but strongly recommended for meeting context and smoother launch behavior.
Login and Connectivity
My Microsoft login is blocked by my organization. What do I do?
Your IT admin needs to approve Tenali in Microsoft Entra ID (formerly Azure AD). This is a one-time setting. See Login & Connectivity Troubleshooting for the exact steps to share with your admin. Google sign-in typically works without any admin intervention if your organization uses Google Workspace.
I see "Can't connect to Tenali servers" in the desktop app. How do I fix it?
Your corporate VPN or firewall is likely blocking Tenali's servers. Your IT team needs to allowlist api.tenali.ai, app.tenali.ai, and tenali.us.auth0.com on port 443. See Login & Connectivity Troubleshooting for the full details to share with your IT team.
First-Call Readiness
What is the minimum validation before going live with customers?
Run one internal test call and verify transcript flow, answer cards, and post-call summary generation.
Where should I start if anything fails in first-call tests?
Start with Troubleshooting, then check Desktop and Integration issue guides.
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