> For the complete documentation index, see [llms.txt](https://docs.keyfax.biz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.keyfax.biz/product-suite/keyfax-keynect/introduction/typical-user-journey.md).

# Typical User Journey

### KeyNect User Journey

The typical **standalone** user journey when using Keyfax KeyNect is below. Click the following links for a more detailed breakdown:

* Two-way call: [KeyNect Two Way Call](/product-suite/keyfax-keynect/starting-a-call/keynect-two-way-call.md)
* One-way video call:[KeyNect One Way Video Call](/product-suite/keyfax-keynect/starting-a-call/keynect-one-way-video-call.md)
* One-way audio call: [KeyNect One Way Audio Call](/product-suite/keyfax-keynect/starting-a-call/keynect-one-way-audio-call.md)

**Steps**

1. Enter the mobile phone number of the device to be called
2. An SMS message, with an HTTP link, is sent to the mobile (this can also be done via email - if desired)
3. The mobile user clicks on the link and is taken to a web page customised for them - they can start the video call by pressing a button. No software needs to be installed, no apps need to be purchased from the Apple App store or the Android store.
4. A two way audio link is made between the desktop and the mobile device and a one way video link is also made from the mobile to the desktop device. The audio can be configured to be 'muted' at the outset so as not double up on audio communications already in progress due to an existing mobile phone call with the desktop user.
5. The desktop user on viewing the video/audio can choose to:
   * start/stop recording of the streamed content
   * switch the mobile torch on and off
   * take high resolution pictures with the remote mobile phone of specific areas of interest
6. Once the call is complete the video is made available via:
   * the KeyNect web portal - with previewing facilities for the video and images
   * URL links that can be pasted into other software (or automatically moved there if integration software is in place)

### Keyfax User Journey

KeyNect is embedded into Keyfax as a video call question type as shown below.

Click this link for a detailed step by step guide [Keyfax Two Way Call](/product-suite/keyfax-keynect/starting-a-call/keyfax-two-way-call.md)

<div data-with-frame="true"><figure><img src="/files/E8VbkfKl9zZsDD099wEz" alt=""><figcaption></figcaption></figure></div>

The typical Keyfax user journey when using Keyfax KeyNect via Keyfax is as follows:-

1. The advisor is presented with a video call question at some point within the Keyfax script. This question will be prepopulated with the tenants email address and mobile phone number if captured within the housing management system or CRM.
2. The advisor clicks Join Call which sends the tenant an email address and SMS text message with a unique link to initiate the video and / or audio call.
3. The tenant clicks the unique link and grants permission for KeyNect to access the devices video and audio. The tenant joins the call.
4. The advisor can now see what the tenant is filming and optionally take screen grabs or record video and / or audio.
5. The tenant and / or advisor end the call.
6. Any captured media (images, video, audio) is captured within the Keyfax script and available within the Keyfax results.


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