Welcome to SureConnect! You have been invited by your admin to receive inbound calls through our platform. This guide walks you through everything you need to do — from accepting your invite to taking your first live call.
What you received
Your admin sent you an invite link via email, text, or messaging app. The link looks something like:
https://sureconnect.app/onboarding?token=abc123...
This link is unique to you and expires after 7 days. If your link has expired, ask your admin to send a new one.
Step-by-step setup
- 1
Click the invite link
Open the link your admin sent you. SureConnect will validate your invitation and show a setup page with your name, email, and phone number pre-filled.
If you see an "Invalid Invitation" error, the link may have expired. Contact your admin for a new invite.
- 2
Set your password
Enter a password (minimum 8 characters) and confirm it. You can also sign in with Google if you prefer.
Click Complete Setup.
- 3
Log in
After setup, you will be redirected to the login page. Enter the email shown during onboarding and the password you just created. Click Sign In.
- 4
Allow microphone access
When you land on the agent dashboard, your browser will ask for microphone permission. Click Allow. The softphone needs your microphone to handle voice calls.
If you accidentally click "Block," you will need to manually enable microphone access in your browser settings. See Softphone Setup and Troubleshooting. - 5
Wait for the softphone to connect
The softphone widget will appear and show Connecting... briefly, then switch to Available. Once you see Available, you are ready to receive calls.
Your agent dashboard
After logging in, you will see your agent dashboard with these sections:
- Home — Your calls today, total calls, and pending callbacks.
- Callbacks — Missed call follow-ups assigned to you.
- Recordings — Recordings of your past calls with playback.
- Stats — Your personal performance metrics.
- Settings — Change your password and manage your profile.
Key things to know
- Keep the browser tab open. You receive calls through the browser. If you close the tab or navigate away, you go offline and stop receiving calls.
- Use Chrome, Firefox, or Safari. These browsers support the WebRTC technology that powers the softphone.
- Use a stable internet connection. Wi-Fi or wired ethernet is fine. Avoid mobile hotspots for call quality.
- Use a headset. A headset with a microphone gives the best audio quality and prevents echo. Built-in laptop microphones work but are not ideal.
What happens next
Once your softphone shows Available, your admin can see you online in the dashboard. When a call is routed to you, your browser will ring. See Your First Call — What to Expect for a walkthrough of the call experience.