Getting Started

Learn how to get started using Keyfax KeyNect.

KeyNect is a video calling application that allows you (the office staff / advisor, using a desktop) to call a mobile device user (such as a tenant) to view their camera output, record video, and capture photos in real-time. This helps you diagnose issues faster and gather better information for contractors.

Basic Requirements

To ensure a smooth experience, confirm the following technical prerequisites:

• Desktop Software: You must be using the latest versions of Chrome or Edge. Firefox is explicitly NOT supported.

• User Account: All users of KeyNect must be logged in via Microsoft Entra ID (and must be business users, not Home or Hotmail users).

• Mobile Device: The mobile device receiving the call needs to be fairly recent and have an up-to-date browser (like Chrome or Safari). No apps need to be installed from the Apple App Store or Android Store.

• Bandwidth: Your desktop environment should support sufficient bandwidth, roughly estimated at 4 Mbps for 20 concurrent users streaming video, though true requirements vary.

Please ensure you've read the full Keyfax KeyNect System Requirements before getting started.

Customising KeyNect

Before starting to use Keyfax KeyNect your organisation will likely want to customise Keyfax KeyNect. Please see Customisation and Call Classifiers to learn how to customise the most important settings.

Starting a Call

To learn how to start a call with Keyfax KeyNect please see Starting a Call

Ending a Call

When the call is completed or hung up by either party, both ends return to their respective splash pages.

• If the call ends accidentally (e.g., due to low bandwidth or accidental hang-up), the mobile user can quickly restart the call by pressing the 'Start Video Call' button again, provided the desktop user remains on their splash page. This restart window lasts for up to 15 minutes after the last hang up.

• All recorded videos are automatically named (e.g., Video-00001.mp4) and stored against the call details. These videos and photos can be accessed later via the KeyNect web portal and URL links that can be passed to other software like a Housing Management System or CRM.

After a call has ended captured media files will be available for review via the KeyNect portal Call Resources page. Any captured media files are also securely shared with the Keyfax integration if enabled via the Keyfax KeyNect REST API.

Best Practices & Staff Guidelines

Staff training should be provided to ensure they are confident in the use of KeyNect. Below are some guidelines to consider.

• Always confirm consent — ensure the tenant understands and agrees to video/audio/photo being captured (particularly for sensitive issues).

• Mobile controls: Explain what the mobile navigation buttons do, especially the privacy icon so that they can mask the video if necessary.

• Guide the tenant clearly — advise the tenant where to point the camera, remind them to hold phone steady, show relevant parts (e.g. serial numbers, damp patches), turn on torch if needed.

• Use video + photos wisely — take photos for clear static evidence (e.g. damage close-ups, serial numbers), use video for context (full area, before/after).

• Ensure records are linked properly — make sure captured media is saved and embedded within the relevant repair/enquiry record in your housing management/CRM system to keep full audit trail.

• Archive for compliance and training — use stored sessions for compliance checks (e.g. for legal/regulatory requirements), staff training, quality reviews.

• Handle sensitive cases carefully — for issues like ASB, anti-social behaviour, damp/mould (especially under relevant legislation), ensure privacy and data protection policies are followed when using video/audio.