Eko FAQs

Chats in Eko make it easy to communicate and collaborate with any of your coworkers, teams, or departments. But sometimes, sending messages back and forth can take too long, and you may prefer the option to see and hear each other as you collaborate, for a quicker, more personal approach to your work communication. For those situations, Eko has the option of instantly connecting you via your webcams, all at the touch of a button.

We call this feature VideoCall. Similar to Voice Call, you can immediately make a call to any other user, or receive a call from any other user, directly from either a 1-1 or group chat, all within Eko mobile or web/desktop. However, Video Calls allow you to use your webcam to see and hear each other, and share your screen, for when a more formal meeting may work better than messaging.

In this section, we will go over the ins and outs of making Video Calls, so you can use the feature to its fullest advantages.

Video Calls through Eko can be a great way to share work with other users while letting you see and hear each other, for when messages or a voice callwon'tbe enough. However, there are still some certain limitations to Video Calls that you should keep in mind when using the feature.

Video Calls are limited by Snoozeand Work Hoursfeatures, just like other features of Eko. If a user you are attempting to contact has snooze turned on, or is outside of their set work hours, theywon'tbe able to receive any voice or video calls.

The total amount of users that can be on a Video Call at a given time is currently 5, so any groups larger than that will not have the video call button available.

For audio output on Eko web/desktop, voice calls will always use the default microphone, webcam, and speaker outputs that you have indicated on your computers settings. To switch between headphones or the built-in inputs/outputs, you will have to access the settings on your computer.

Because a Video Call will need to share your webcam in real time, it requires a strong, stable internet connection to work properly (3G, 4G, LTE, Wi-Fi). This should be kept in mind if a user is traveling or at a work site with poor reception, as this may result in a dropped call, stuttering or frozen images, and other quality issues.

Whenever you decide youre in a situation where a Video Call will work better than the basic chat features, or than a Voice Call, all you need is to know which button to press. Here, well go over the basics of setting up a Video Call within Eko.

Note: As of the newer versions of Eko, group voice and video calls may be restricted depending on the current plan you are using.

How to Set up a Video Call

To make a Video Call on Eko Mobile, simply navigate to the 1-1 or group chat you want to make the call through, and tap the Phoneicon in the upper-right. Then tapVideo Call from the options, and your Video Call will be initiated.

To make a Video Call on Eko Web/Desktop, simply navigate to the 1-1 or group chat you want to make a call through, and click on the Camera icon in the upper-right, and your Video Call will be initiated.

Note: If you choose to make a video call from a group chat, the function will be disabled in groups of more than 5 users, which is the current size limitation for video calls.

Managing a Video Call

While on a Video Call, you will see four separate buttons/icons you can use to manage that call. On Eko Mobile, the buttons and their effects are as follows:

The microphoneicon can be used to mute/unmuteyourself on the call.

The speakericon can be used to turn on/off speakerphone, if making the call from Eko mobile.

The cameraicon can be used to turn the Voice Callinto a Video Callor vice versa.

The red phoneicon can be used to endthe Voice/Video Call.

On Eko Web/Desktop, the buttons and their effects are as follows:

The monitoricon can be used to share/unshareyour computer screen with the other users on the call. This function is available on Eko Desktop App only.

The cameraicon can be used to turn on/offyourwebcam, and thearrownext to it allows you to change your video input.

The speakericon can be used to mute/unmuteyourself, and the arrownext to it allows you to change your microphoneinput.

The red phoneicon can be used to endthe Voice Call.

You can now make your very own Video Calls, directly through Eko!

Although video calls are designed to be used to share your webcam with each other, each user must still choose to turn on their video at the start of the call by clicking the cameraicon. It is possible the other user has chosen not to share their video, or has not realized they need to click this icon to begin sharing.

This message will often appear if the other user is set to Snoozeor is outside their Work Hours. It may also occur if they are already on another voice or video call, or if they have a poor connection that is no stable enough to maintain a Video Call.

As described in more detail in the Video Call Limitationssection, video calls require a strong, stable connection to run properly (3G, 4G, LTE, Wi-Fi). If the video quality is bad, the most likely answer is that one or more users have a poor connection not stable enough to maintain the video in real time.

Eko voice and video calls work directly off of the volume settings you have selected for your current device, rather than having a volume setting within the call. You can adjust the volume of the call by directly adjusting the volume settings on the device you are using.

How to Log In to EkoLogging into Eko on any of your devices allows you to access your teams, conversations, tasks and workflows anywhere. No need to worry about choosing the right Eko workspace - your account credentials will allow Eko to identify your organizations platform for you, and connect you right away.

To log into Eko, you will need both your account Username and Password. You will also need to have set up an account within your organizations workspace, which can be done by having your Eko Admin invite you (more information can be found in our section on How to Join a Team or Company Workspace ).

Note: You will need to Downloadand Installthe Eko App on your chosen device before logging into the App. If you need assistance in doing so, you can head over to our section on how to Download the Eko App,and select the help article which matches your device for further instructions.

Option 1: Log in on the Mobile or MacOS/PC App

Openthe Eko app on your device of choice, from either the home screen (mobile), the Applications folder (MacOS), or the Start menu (Windows).

Select the region in which the workspace for yourteam/organization is registered under.

Enteryour account username and password, then tap Log in.

Note: Your Eko Region will usually align with the region your organization is based in, but not always. If you are unsure which region to select, we recommend asking your coworkers or administrators for clarification.

Option 2: Log in on the Web App

Navigateto http://app.ekoapp.com on your device and browser of choice.

Select the region yourteam/organization is registered under.

Enteryour account username and password, then click Sign in.

You have now successfully logged into the Eko app!

If for any reason you need to leave while securing access to the Eko App, or if you need to switch workspaces in the app, you can do so at any time by logging out. The Eko App will still be there when you come back!

Option 1: Log Out of the Mobile App

Access your Profileby tapping the More button on the bottom-right, and selecting it from the options that pop up.

Tapthe gear-shaped button in the upper-right of the screen to access Settings.

Tap the button at the bottom of the page, labeled Log Out.

Option 2: Log out of the Web or MacOS/PC App

Clickthe gear-shaped button in the upper-right of the screen to access Settings.

Selectthe option at the bottom of the list, labeled Log Out.

You have now successfully logged out of the Eko app!

The Eko app for MacOS allows you to use the full Eko app directly from your Mac computer. With it, you can launch Eko right from your dock, and then keep it open on your screen for easy reference and conversation throughout the day.

Download the Eko app

Visit this link to download Eko for MacOS directly through your browser.

Clickon Eko.dmg in the recent download bubble, directly from your browser, or selectit from the Downloadsfolder, to install it.

In the next window,move the app into the Applicationsfolder.

Navigateto your Applications folder, and clickon the Eko icon within it.

Note: If this is your first time downloading Eko, you may need to Trustthe app. To do this:

SelectSystem Preferencesfrom the dock.

Navigateto the Security & Privacysection.

Below the Gatekeeperoptions in the Generaltab, you'll see the appthat was blocked from opening. To trustit, select "Open Anyway".

Log into your Platform

You should then be prompted with a login page, from which you can log into your specific Eko platform. Your username and password is unique, and will help Eko connect you to the proper workspace. Well cover this more in the Log in to Eko section.

You have now successfully downloaded the Eko app!

The Eko desktop app for Windows allows you to us the full Eko app directly from your PC or laptop. With it, you can launch Eko right from your taskbar or start menu, and then keep it open for easy reference and conversation throughout the day.

Download the Eko app

Click here to downloadEko for Windows directly through your browser.

Clickon Eko.exe in the recent download area, directly from your browser, or selectit from the Downloads folder, to install and launch it.

Log into your Platform

You should then be prompted with a login page, from which you can log into your specific Eko platform. Your username and password is unique, and will help Eko connect you to the proper workspace. Well cover this more in the Log in to Eko section.

You have now successfully downloaded the Eko app!

If the Recent Downloads link shows any kind of error message, there may have been a network interruption while downloading. Check to ensure your connection is stable before trying again.

On iOS and Mac, you may need to trust the application before you can open it.To do this on iOS:

Launch Settingsfrom your Home Screen.

Tap on General.

Depending on your iOS version, tap on either Profiles, Profiles & Device Managementor Device Management.

Tap the name of the distributor under the EnterpriseAppsection (in this case, Eko Corporation).

Tap to Trust Eko.

Tap to Confirm

On Mac:

Select System Preferencesfrom the dock.

Navigate to the Security & Privacysection.

Below the Gatekeeperoptions in the "General" tab, you'll see the appthat was blocked from opening. To trustit, select "Open Anyway".

On Android, you must accept the permissions dialog before using the app. To do this:

On your device, open the main Settings app .

Tap Apps or Application Manager (depending on your device, this may look different).

Tap Permissionsor App permissions. If you can't find App permissions, you may need to tap an App or Privacy and safety App permissions.

Tap a permission.

Turn permissionson or off.

On Android, you may also have to allow access to Unknown Sources if you downloaded Eko directly from your browser. To do this on Android 5.0 (Lollipop):

Launch Settingsfrom your Home Screen.

Tap on Securityfrom the list.

Make sure the Unknown Sources switch is flipped On.

To do this on Android 6.0 (Marshmallow):

Launch Settingsfrom your Home Screen.

Tapon the Lock Screen and Securityoption.

Make sure the Unknown Sources switch is flipped On.

To do this on Android 7.0 (Nougat):

Launch Settingsfrom your Home Screen.

Tapon the Lock Screen and Securityoption.

Make sure the Unknown Sources switch is flipped On.

To do this on Android 8.0 (Oreo):

Launch Settingsfrom your Home Screen.

Tapon the Apps & Notificationsoption.

Tapon Special accessfrom the next list.

Tap the Install unknown apps option.

Choosethe app you will be using to download/install the unknown app, likely your browser.

Make sure the Allow from this source switch is flipped On.

To do this on Android 9.0 (Pie):

Launch Settingsfrom your Home Screen.

Tapon the Apps option.

Tapon thethree dotsdrop-down in the upper right. From the list, tapon Special access.

Tap the Install unknown apps option.

Choosethe app you will be using to download/install the unknown app, likely your browser.

Make sure the Allow from this source switch is flipped On.

If you have a previous version of the app installed and are having trouble updating it, try deleting the old version of the app before downloading and installing the newest version.

If you are having trouble accessing the newest update for Eko, please try deleting the app and then reinstalling it again.

If the problem still occurs, please contact [email protected].

Yes it is! Eko is currently supported on both iPads and Android tablets. The iPad or Androidversion of Eko is the same version that you would download and use for an iPhone or Android mobile device, so any Eko instructions relating to an iPhone or Android device would also qualify here.

To find and downloadEko mobile on an iPad, we recommend filtering search results in the App Store by Supports > iPhone only.

To download Eko mobile on an Android tablet, you can follow mobile download instructions for Android laid out in the article Download Eko for Android.

The Eko mobile app for iOS is the preferred version of Eko, and allows you to keep up with your work conversations on-the-go. With it, you can stay connected with your team, get push notifications about important conversations, and upload files, photos or videos directly from your device to your chat groups.

There are two ways to download the iOS app - from the App Store, or from our direct link.

Download the Eko app

Findthe Eko app in the App Store.

SelectGet.

TapOpenfrom the App Store, or select the icon on your device home screen.

Note: If you choose to download from the second link option, you may need to Trustthe app. To do this:

Launch Settingsfrom your Home Screen.

Tapon General.

Depending on your iOS version, tapon either Profiles, Profiles & Device Managementor Device Management.

Tapthe name of the distributorunder the EnterpriseAppsection (in this case, Eko Corporation).

Tapto Trust Eko.

Tapto Confirm.

Log into your Platform

You should then see a login page, from which you can log into your specific Eko platform. Your username and password is unique, and will help Eko connect you to the proper workspace. Well cover this more in the Log in to Eko section.

You have now successfully downloaded the Eko app!

The Eko mobile app for Android is the preferred version of Eko, and allows you to keep up with your work conversations right from your phone. You can use it to stay connected with your team, get push notifications about important conversations, and upload files, photos or videos directly from your phone to your chat groups.

There are two ways to download the Android app - from the Google Play Store, or from our direct link.

Download the Eko app

Findthe Eko app in the Google Play Store.

Select Get.

Once installed, tapInstall a second time from the App Store, and then select the icon on your device home screen to openit.

Note: You may need to Accept Permissions for the app before using it. To do this:

On your device, open the main Settingsapp .

TapAppsor ApplicationManager(depending on your device, this may look different).

TapPermissionsor AppPermissions. If you can't find AppPermissions, you may need to tap on Appsor Privacyand select AppPermissions.

Tapthe relevant Permission.

TurnPermissionson or off.

Log into your Platform

You should then see a login page, from which you can log into your specific Eko platform. Your username and password is unique, and will help Eko connect you to the proper workspace. Well cover this more in the Log in to Eko section.

You have now successfully downloaded the Eko app!

The Eko app allows you to create a team or company workspace right from your desktop. After registering, you can customize your company profile, add users, and get started with Eko!

Register your Team or Company

Visit this link to be taken directly to the Eko registration.

Click Create new workspaceto get started.

On the login screen, choose the appropriate Region for your company's workspace. Then tap Create one here to begin registering your workspace.

Note:We will send a confirmation message to this email. Please verify it within the next 30 days to keep your account active.

Enteryour companys name.

Createa unique workspace ID. Your colleagues will use this ID to join the workspace.

Entera username. (You can use your emailas a username).

Entera password.

Note:Your password has to be at least 8 characters long, and should contain at least one number and one non-alphanumeric character.

Acceptthe Terms and Conditions.

Click Nextto Register your account. Welcome to Eko!

Whats next?

It's very important to invite your colleagues to join your Eko so you begin collaborating right away here's the easiest way:

Go to the "Directory" tab.

Tap the "+" icon this will show your Workspace ID. Share the code with your colleagues via any other messenger app, over email, or verbally. As long as they have this code, they will be able to join you on Eko!

If you have been invited to join Eko, you will be asked to create your account along the way. To do so, follow these steps.

Go to the App Store and search for "Eko Team collaboration" or click here to download.

On the home screen, Select the region that your company is registered under.

Tap 'Join existing team workspace'.

Typein your companys Workspace ID.

Note:You should have received the company workspace ID with the invitation from your administrator. If youcan'tfind the Workspace ID, please contact your administrator for it.

Fill out the registration to create your profile.

Tap Register.

You are now in Eko and can start using it! You can find all of your coworkers, who already joined Eko, under the "Directory" tab.

If you have been invited to join Eko, you will be asked to create your account along the way. To do so, follow these steps:

Go to the Google Play Store and search for "Eko Team collaboration" or click here to download.

On the home screen, Select the region that your company is registered under.

Tap 'Join existing team workspace'.

Typein your companys Workspace ID.

Fill out the registration to create your profile.

Tap Register.

Note:You should have received the company workspace ID with the invitation from your administrator. If youcan'tfind the Workspace ID, please contact your administrator for it.

You are now in Eko and can start using it! You can find all of your coworkers, who already joined Eko, under the "Directory" tab.

To delete a team or company workspace, please contact Eko support at [email protected].

If you have been invited to join Eko, you will be asked to create your account along the way. To do so, follow these steps:

Click here to install the desktop version of Eko.

Note:Please choose Windows Installer or MacOS Installer. If installing Windows, the desktop app supports Windows 7 and above. If installing macOS, and the minimum macOS version supported is macOS 10.9.

Once the download is finished, click Open.

On the home screen, click Join existing workspace.

Select the region that your company is registered under.

Typein your companys Workspace ID.

Note:You should have received the company workspace ID with the invitation from your administrator. If youcan'tfind the Workspace ID, please contact your administrator for it.

Fill out the registration by creating your username and password.

Tap Next then Skip will bring you directly to Eko.

Note:Password has to be at least 8 characters.

You are now in Eko and can start using it! You can find all of your coworkers, who already joined Eko, under the "Directory" tab.

The Eko app allows you to create a team or company workspace right from your iOS mobile device. After registering, you can customize your company profile, add users, and get started with Eko!

Register your team or company

Note: If you have not already downloaded the Eko mobile app, see Download Eko for iOS for more information.

After downloading the Eko mobile app, launch Eko.

On the login screen, choose the appropriate Region for your company's workspace. Then tap Create one here to begin registering your workspace.

Enter your email address, then click Next.

Note:We will send a confirmation message to this email. Please verify it within the next 30 days to keep your account active.

Enteryour companys name.

Createa unique workspace ID. Your colleagues will use this ID to join the workspace.

Entera username. (You can use your emailas a username).

Entera password.

Note:Your password has to be at least 8 characters long, and should contain at least one number and one non-alphanumeric character.

Acceptthe Terms and Conditions.

Click Nextto Register your account.

Welcome to Eko!

Whats next?

It's very important to invite your colleagues to join your Eko so you begin collaborating right away here's the easiest way:

1. Go to the "Directory" tab.

2. Tap the "+" icon this will show your Workspace ID. Share the code with your colleagues via any other messenger app, over email or verbally. As long as they have this code, they will be able to join you on Eko!

The Eko app allows you to create a team or company workspace right from your Android mobile device. After registering, you can customize your company profile, add users, and get started with Eko!

Register your Team or Company

Note: If you have not already downloaded the Eko mobile app, see Download Eko for Android for more info.

After downloading the Eko mobile app, launch Eko.

On the login screen, choose the appropriate Region for your company's workspace. Then tap Create one here to begin registering your workspace.

Enter your email address, then click Next.

Note:We will send a confirmation message to this email. Please verify it within the next 30 days to keep your account active.

Enter your companys name.

Createa unique workspace ID. Your colleagues will use this ID to join the workspace.

Entera username. (You can use your emailas a username).

Entera password.

Note:Your password has to be at least 8 characters long, and should contain at least one number, and one non-alphanumeric character.

Acceptthe Terms and Conditions.

Click Nextto Register your account.

Welcome to Eko!

Whats next?

It's very important to invite your colleagues to join your Eko so you begin collaborating right away here's the easiest way:

Go to the "Directory" tab.

Tap the "+" icon this will show your Workspace ID. Share the code with your colleagues via any other messenger app, over email or verbally. As long as they have this code, they will be able to join you on Eko!

There are multiple places you can locate your Workspace ID.

Option 1:Locate your Workspace ID in your Welcome Email from Eko.

Option 2:By clicking on Eko logo in the top left hand corner of the Eko Admin Panel, you will be taken to the homepage where you can locate your Workspace ID.

Option 3:Under the Directory tab in your mobile app, you will see a + icon. Tap the icon to show your Workspace ID.

A Workspace ID is a unique code that defines your team or company workspace. You need to share your Workspace ID with your colleagues so that they can join your Eko workspace.

You have two options when creating an account in Eko. You can create a workspace of your own or join an existing workspace. If you choose to create your own account, you can add users a few different ways. You can invite colleagues to join your workspace, create user profiles, or mass upload users.

Creating an Account

Option 1: To join a team or company workspace that you have been invited to, click here.

Option 2: To create a team or company workspace of your own, click here.

Adding Users as an Administrator

Option 1: To invite colleagues to join your team or company workspace, click here.

Option 2: To create a user profile for a colleague via Admin Panel, click here.

Option 3: To mass upload users via Admin Panel, click here.

For every chat in Eko which you are involved in, you can choose to adjust when you are notified of new messages. This way, you can prioritize the most important conversations, while still monitoring others. Here we will show you how to customize these notifications for your own needs.

Note: As of the latest version of the Eko App, notifications can only be set up from the mobile (iOS/Android) version of the app. The ability to set them up from the Mac, PC, and Web versions is planned for a future release of those versions.

Option 1: Set UpNotifications from the Notifications Page

From the Recentstab, tapthe Notifications icon in the upper-left in iOS, or on the upper-right in Android. (It should look like a series of slidersfor iOS, and a three-doticon in Android. The Android version will give you Notificationsas a dropdown option, alongside Archived Chats.)

Tap the Chat Group which you choose to adjust notifications for.

Selectthe notification frequency of your choosing. You can select On, Off, or New Topics Only, which only notifies you when new topics are created in the group.

Option 2: Set up Notifications from the Chat Group

From the Recentstab, tapthe Chat Groupwhich you choose to adjust notifications for.

Tap the title at the top of the Chat Group you are viewing to access the Detailssections for that group.

Tap Notificationsfrom the list.

Selectthe notification frequency of your choosing. You can select On, Off, or New Topics Only, which only notifies you when new topics are created in the group.

You have now successfully set up your Eko notifications!

There may be times when you need to focus on your work without any distractions. For these periods, we recommend setting your notifications on Snooze. In Eko, you can Snooze notifications for a pre-set period of time - from 15 minutes to 8 hours - or manually set a time period. Heres how.

Note: As of the latest version of the Eko App, notifications can only be set to Snoozefrom the mobile (iOS/Android) version of the app. The ability to set it from the Mac, PC, and Web versions is planned for a future release of those versions.

Option 1: Snooze Notifications for a Pre-Set Time

From the Recentstab, tapthe Notifications icon in the upper-left in iOS, or on the upper-right in Android. (It should look like a series of slidersfor iOS, and a three-doticon in Android. The Android version will give you Notificationsas a dropdown option, alongside Archived Chats.)

Tap the Snoozeoption near the top of the list.

Selectthe snooze frequencyof your choosing. You can select 15 minutes, 1 hour, 3 hours, 8 hours, Until 8AM, or Set Time Manually.

Option 2: Snooze Notifications for a Manually Set Time

If you follow the instructions above, and then choose the Set Time Manually option, you will be prompted with a screen that will allow you to indicate what time notifications will resume, down to the minute, hour, and AM/PM window. If you choose a minute and hour that has already passed that day, notifications will be snoozed until you hit that minute and hour the next day.

You have now successfully set up Snooze on Eko!

In a recent version of Eko, weve added a feature that will allow you to set your Work Hoursdirectly within Eko. This way, notifications will only come through during the time you are at work, and will be snoozed at all other times, allowing you to separate your work and personal life.

Note: As of the latest version of the Eko App, Work Hour notifications can only be set from the mobile (iOS/Android) version of the app. The ability to set them from the Mac, PC, and Web versions is planned for a future release of those versions.

Set Up Work Hours

From the Recents tab, tapthe Notifications icon in the upper-left in iOS, or on the upper-right in Android. (It should look like a series of slidersfor iOS, and a three-doticon in Android. The Android version will give you Notificationsas a dropdown option, alongside Archived Chats.)

Tap the receive duringwork hoursoption near the top of the list.

Selectthe days you work, as well as the start and end times of your work day. Finish by selecting the time zone you work in.

When you are satisfied with your hours, tapthe Savebutton.

Remove previously set Work Hours

From the Eko home page, tapthe Info icon in the upper-left. (It should look like a series of sliders.)

Tap the receive duringwork hoursoption near the top of the list.

Tapthe Remove work hours button from the receive duringwork hourspage. (No need to tap Savein this case.)

You have now successfully set up your Work Hours notifications!

Push notifications in Eko require an active internet (data) connection. This means, to receive them regularly, your iOS device must have a consistent connection to either a broadband network (3G, 4G, or LTE), or a WiFi network. Many enterprise WiFi networks may also impose restrictions, or proxy servers, that can interfere with your device's connection to the Internet.

Below are the most common solutions we have found to ensure proper receiving of Eko push notifications on iOS. Notifications will have to be enabled from both the iOS device, and the Eko app itself, for you to receive them.

How to Allow App Notifications on an iOS Phone

When you start up the Eko iOS app for the first time, and after every installation of a newer version, your device will ask for permission to send you notifications from Eko. You will need to accept this request if you wish for the Eko app to send any push notifications.

If you did not accept the request, you can fix this at any time by following the steps below:

Navigate to the Settingsarea on your device, and tapNotificationsfrom the list.

Scrolldown the next list and tapthe Eko App when you find it there.

The Allow Notifications slider allows you to enable or disable notifications. Make sure it is setto on.

How to Allow Notifications from Within the Eko App

From the Ekohome page, tapthe Notifications icon in the upper-left. (It should look like a series of sliders.)

Tap the chat group which you choose to adjust notifications for.

Selectthe notification frequency of your choosing. You can select On, Off, or New Topics Only, which only notifies you when new topics are created in the group.

Note: You may not receive notifications if Snoozeis turned on, or if you are currently outside of the Work Hoursyou have set in the Notifications area. For more information on managing those settings, you can find more info in our help articles for Snooze and for Work Hours.

Push notifications in Eko require an active internet (data) connection. This means, to receive them regularly, your Android device must have a consistent connection to either a broadband network (3G, 4G, or LTE), or a WiFi network. Many enterprise WiFi networks may also impose restrictions, or proxy servers, that can interfere with your device's connection to the Internet.

Below are the most common solutions we have found to ensure proper receiving of Eko push notifications.

Note: Because of the constantly changing nature of the Android OS system, any major update to the Android OS may require us to audit and update the help information found here. We are devoted to keeping this help article as up-to-date as possible, but there may be a period of time between a major update and when we can update this help content. If the information here is not up-to-date, and you require immediate assistance, feel free to contact the Support Team at [email protected].

App Closing due to Battery Optimization

If you are experiencing delayed notifications on Android 7.0 and newer, it may be due to BatteryOptimizationsettings. You can set Eko up to run in the background via the following instructions:

Navigate to Settings.

Tapon Apps.

Tapon the three-dot menu icon on the upper-right corner of the screen and choose Special access.

From there, select Optimize battery usage.

Next tapon Apps not optimizedright below the top of the page, to open a drop-down menu.

Select All appsto display all of the apps that the setting covers.

From here, find the Ekoapp and be sure the switch next to it is disabled.

Turn On Notifications on Android 6.0

The instructions below will guide you in finding the app notification settings on any Android OS device with 6.0 (Marshmallow) installed:

Start on the home screen, and slidetwo fingers downwards starting from the top of the screen, twice, to open the notification shade.

Tapthe gear-shaped iconto access the Settingsmenu.

From there, tapSound & notification, and then tap App notifications.

Choose Eko from the list and tapBlock all to turn the notification function on or off.

Turn On Notifications on Android 7.0

The instructions below will guide you in finding the app notification settings on any Android OS device with 7.0 (Nougat) installed:

Navigate to Settingsand then tapNotifications.

Tapon the Ekoapp from the list.

You can either block all notifications or choose to show notifications without any sound alert.

Note: You can tapon on lock screen to decide whether your devices lock screen will show all or show non-sensitive content, or even to not show any notifications at all.

Turn On Notifications on Android 8.0

The instructions below will guide you in finding the app notification settings on any Android OS device with 8.0 (Oreo) installed:

Start on the home screen, and slidetwo fingers downwards starting from the top of the screen to open the notification shade. Then tapthe gear-shaped iconto access the Settingsmenu.

From there, choose the Apps & Notifications setting.

Tapthe Notifications option. This will allow you to access a list of every app installed on your phone, along with each apps notification settings.

Turn On Notifications on Android 9.0

The instructions below will guide you in finding the app notification settings on any Android OS device with 9.0 (Pie) installed:

Open the Applications settings (On some devices, you may need to look for Apps & Notifications on the list. If you see a list of Recently opened apps, you can also scroll down and open the link to see all of your apps.)

Find the Ekoapp on the list, and tapit to open its Settings.

Turn on notifications on a specific type of Android device

On certain manufacturers Android devices, they may be running unique versions of Android that require further instructions to access notification settings. When you close the Eko App, it may also forcibly shut down the App completely, and thereby prevent you from receiving any notifications. To learn how to set up your notification settings for a specific device, please find your device below for more instructions.

These steps may also vary depending on the OS version, see the Notenear the top for more info.

Samsung

To adjust notifications on a Samsung phone, open the Settingsarea and select 'Apps'. Select Ekofrom the list and tapNotificationsto open up further notification options.

Vivo

To adjust notifications on a Vivophone, navigate to the i Manager iconandthentap Apps & Notifications in it. Tapon Auto Start Manager. Chooseto enableEko from the list. Next, navigate back to App Manager, then tapon Uninstallation / Installed App. Select Eko from the list, then tap Show Notification. Checkthe box to turn on notifications. Uncheckto turn off notifications.

Huawei

To adjust notifications on a Huawei phone, navigate to the Settings andtap Apps & Notifications. ChooseEko from the list, and adjust the Allow notificationsslider to turn on or off notifications.

You also may not receive notifications on a Huawei phone normally, if the option to Force Quit an Appwhen you close an app is turned on.

Navigate using the following steps to disable that option: Device Settings> Battery> Close App When Screen is Locked> Eko / Your App Icon(depending on your company) > Disable.

ASUS

To adjust notifications on an ASUS phone, navigate to the Applications areaandtap Settings. Tap on theApps optionand selectEko from the list. Checkthe box to turn on show notifications. Uncheckto turn off show notifications.

On ASUS phones, you may also need to enable Auto Start to prevent the app from being forcibly shut down when it is closed.

Navigate using the following steps to disable that option: Apps> Auto-start Manager> Eko / Your App Icon (depending on your company) > Allow.

An official description of these instructions is also available on the ASUS homepage.

OPPO

To adjust notifications on an OPPO phone, navigate to the Settings andtap Notification & Status Bar. Tap Notification Manager. ChooseEko from the list, and adjust the Allow notificationsslider to turn on or off notifications.

On OPPO devices, you may also need to set your App Permissionsto allow the app to run in the background.

Navigate using the following steps to disable that option: Go to Phone Manager> Privacy Permissions> App Permissions. From there, clickApps, select an Eko/ Your App Icon (depending on your company) and you can then choose to accept, decline or limit call, message, device and privacy-related permissions.

An official description of these instructions is also available on the OPPO homepage.

One Plus

On One Plus devices, you may need to adjust your Settingsto allow the app to run in the background. There has also been a native issue recently with BatteryOptimizationthat has caused apps to close rather than run in the background.

Navigate using the following steps to enable the first option: Device Settings> Apps> Settings(Settings icon) > App Auto-launch> Allow Eko / Your App Icon(depending on your company).

For the second option, follow these steps: Settings>Advanced> Recent app management. ThenTap Normal clearto clear task list and cache without clearing background process. Finish by choosing to lockEko/Your App Iconin Recent Apps.

Xiaomi

To adjust notifications on a Xiaomi phone, navigate to the Settings areaandtap Notifications & Status Bar. Tap App notifications. ChooseEko from the list, and tapthe indicator next to Show notifications to turn the function on or off.

Sony

To adjust notifications on a Sony phone, start on the home screen, and slidetwo fingers downwards starting from the top of the screen to open the notification shade.Then tapthe gear-shaped iconto access the Settingsmenu.From there, tapSound & notification, and then tap App notifications. Choose Eko from the list and tapBlock all to turn the notification function on or off.

Lenovo

To adjust notifications on a Lenovo phone, navigate to the Settings area on the home screenandtap Apps. ChooseEko from the list, and tapNotifications to open up further options for enabling or disabling push notifications.

Google

To adjust notifications on a Google phone, start on the home screen, and slidetwo fingers downwards starting from the top of the screen to open the notification shade. Then tapthe gear-shaped iconto access the Settingsmenu. Tap Apps & notifications, and then select See all (#) apps. ChooseEko from the list, and tapNotifications to open up further options for enabling or disabling push notifications.

HTC

To adjust notifications on an HTC phone, start on the home screen, and slidetwo fingers downwards starting from the top of the screen to open the notification shade. Then tapthe gear-shaped iconto access the Settingsmenu.Tap App, and then select See all (#) apps. ChooseEko from the list, and tapNotifications to open up further options for enabling or disabling push notifications. TapBlock all to turn the notification function on or off.

If you have forgotten or would like to change the password you use to login to your Eko workspace, you can easily reset it at any time on your mobile device.

The password must be at least 6 characters.

Reset your password

Forgot your password? Dont worry. There are a couple of ways to reset your password based on if you are currently signed in or not.

Option 1: If Signed out of Eko

Openthe Eko app.

Select the region your workspace is registered under.

Tap Forgot Password

Enter the email address you signed up with, then tap Next. You may have to fill out a Captchato verify that you are not a robot.

You will have a one-time 4 digit verification code sent to your email address. Enterthe code within 5 minutes.

Now createa new password and confirm it.

Note:Didn't sign up with an email address? Contact your admin directly to reset your password.

You have now successfully reset your password!

Option 2: If Signed in to Eko

Openthe Eko app.

Tap More in the bottom right corner.

TapProfileto view your personal information.

Tap the Settings Iconin the top right hand corner.

Tap Password.

Now, tap Forgot Password.

Enter the email address you signed up with, then tap Next. You may have to fill out a Captchato verify that you are not a robot.

You will have a one-time 4 digit verification code sent to your email address. Enterthe code within 5 minutes.

Now createa new password.

Note:Didn't sign up with an email address? Contact your admin directly to reset your password.

You have now successfully reset your password!

Change your password

Want to change your current password? You can make the change by following these steps below.

Openthe Eko app.

Tap More in the bottom right corner.

TapProfileto view your personal information.

Tap the Settings Iconin the upper-right corner of the window.

Tap Password.

Now, enter your Current Password.

Typethe new password and confirm.

Tap Savein the upper-right corner.

You have now successfully changed your password!

If you have forgotten or would like to change the password you use to login to your Eko workspace, you can easily reset it at any time right from your desktop.

The password must be at least 6 characters.

Reset your password

Forgot your password? Dont worry. There are a couple of options to reset your password based on if you are currently signed in or not.

Option 1: If signed out of Eko

Openyour Eko dashboard.

Select the region your workspace is registered under.

Click Reset Password.

Enter the email address you signed up with, then tap Next. You may have to fill out a Captchato verify that you are not a robot.

You will have a one-time 4 digit verification code sent to your email address. Type in the code within 5 minutes and click Enter.

Now createa new password and confirm it.

Click OK!

Note:Didn't sign up with an email address? Contact your admin directly to reset your password.

You have now successfully reset your password!

Option 2: If Signed in to Eko

Openyour Eko dashboard.

Click the settings iconin the upper-right corner of the window.

Click Password.

Now clickReset Password.

Enterthe email address you signed up with, then tap Next. You may have to fill out a Captchato verify that you are not a robot.

You will have a one-time 4 digit verification code sent to your email address. Type in the code within 5 minutes and click Enter.

Now createa new password and confirm it.

Click OK!

Note:Didn't sign up with an email address? Contact your admin directly to reset your password.

You have now successfully reset your password!

Change your password

Want to change your current password? You can make the change by following these steps below.

Openyour Eko dashboard.

Click the settings iconin the upper-right corner of the window.

Click Password.

Now, enter your Current Password.

Typeinthe new password and confirm.

Click Save.

You have now successfully changed your password!

If you have forgotten or would like to change the password you use to login to your Eko workspace, you can easily reset it at any time on your desktop or mobile device.

For instructions on resetting your password on your desktop, click here.

For instructions on resetting your password on your mobile device, click here.

Have a question about Eko? Check out these FAQ options:

Why is Eko giving me an error saying that I have no internet connection?

How can I check what version of Eko I am currently using?

What type of internet connection is required for Eko?

Where can I reach the Support Team if I have an issue?

My app keeps saying device disconnected or establishing connection.

What is a pin lock?

How does Eko store my data?

Ive tried downloading and installing Eko. Why is my phone showing me a pop-up requesting permission?

Which iOS and Android devices are supported?

Can't find what you are looking for?Check out more FAQ and Manual in Eko Help Center.

Pin Lock is an optional feature for Eko that adds an extra layer of security. It is a 4-digit numerical code which must be entered every time you use Eko. You can activate or deactivate the 4-digit Pin Lock function in your profile page, if not required by your administrator.

Eko stores all customer data in the cloud, heavily-encrypted and highly-secured, so that customers never have to worry about losing their important conversations, workflows, or other data. If you lose your conversations on a standard consumer app, it may not matter; but imagine if every time you switched devices, you lost all of your work chats and workspaces. To prevent this, we are devoted to ensuring proper data retention requirements and practices for companies of all sizes.

Depending on how you choose to download the mobile version of Eko, and depending on your OS, you may need to either allow your phone to trust the app (iOS) or accept permissions (Android OS), in order for your device to run the Eko app. For Android phones, you may need to also allow unknown sources if you downloaded a browser version.

We go over more detailed instructions on how to make these changes in our FAQ section Whycan'tI install the application?. For further information, you can also read the official Google Play Store FAQ answer about Accepting Permissions.

The following environments are supported for Eko web/desktop and Eko mobile:

Android

Model: Any standard Android smartphone, e.g. Samsung, Oppo, Galaxy, etc.

OS Version: Android 5.0 (Jelly Bean) or above

iPhone

Model: iPhone 5S or above

OS Version: iOS 10.3 or above

Desktop

Model: Any Mac or Windows PC

PC OS Version: Windows 7 and above

Macbook OS Version: iOS 10 or above

Web

Any OS with Chrome Version 62.0.3202 or above

Tablet

Model: iPad2 or above, any Android tablet

OS Version: iOS 8.2 or above, Android 5.0 (Jelly Bean) or above

If you get this alert while using Eko, and you can verify that you do in fact have a proper internet connection, we recommend waiting a few minutes and trying again. You can also try quitting out of the application and restarting it.

If you are still having issues, you can also delete the Eko App and try reinstalling it to refresh the app.

You can also check to be sure there are no issues with your WiFi router.

If all other apps on your device work properly except for Eko, you can also email our Support Team at [email protected].

To check what version of Eko you are using, navigate to the bottom of your Settings page. You can do this by going to the Profile tab, and then tapping the "Settings" icon (in the top-right corner).

If for some reason the application is not updated to the latest version, please contact our Support Team at [email protected].

Keeping your Eko App up-to-date requires an active internet (data) connection. This means, to receive notifications and updates regularly, your device must have a consistent connection to either a broadband network (3G, 4G, or LTE) on mobile, or a WiFi network for mobile or desktop. Many enterprise WiFi networks may also impose restrictions, or proxy servers, that can interfere with your device's connection to the Internet.

When you have technical issues in using the Eko application, the Support Team can be reached at [email protected].

If you get this alert while using Eko, we recommend waiting a few minutes before trying again. You can also try quitting out of the application and restarting it.

The Audit Logrecords detailed technical data on all of the interactions which your teams users have within the Eko application. It records the following:

User- User who performed the action

Type- what Action was attempted

Result- whether the action was a Success or an Error on the backend

IP Address

Device

OS

Date & Time

To filter the results, any Admin User can narrow the log down by username, action type and/or result, or even a specific date range, by adjusting the fields at the top and clicking Apply. When clicking on the Export to CSVbutton, any applied filters will be reflected in the resulting CSV report. If no filters are applied, the CSV will export 1 months worth of log data by default.

You can now track and report usage data in the Audit Log!

Using the Data Exportarea of the Admin Panel (under Reporting), any user with the relevant permissions can run a variety of detailed reports on different Eko features, and how they are being used over time. Once generated, any previously run reports will show up under the Reportarea of the Reporting section, where you can download the relevant report as a PDF or CSV file. Detailed reports can be filtered and pulled on any of the following features used:

Broadcast logs

Commendations

Form Logs

Groups

Users

Group Users

Engagement Reports

You can now run reports on your organization's Eko usage!

The Admin Logrecords detailed technical data similar to the Audit Log, but whereas the Audit Log records all of the interactions which your teams users have within the Eko application, the Admin Log specifically records any actions taken by an Admin User while navigating and using the Admin Panel. It records the following:

User- Admin User who performed the action

Type- what Admin Panel Action was attempted

Result- whether the action was a Success or an Error on the backend

IP Address

Device

OS

Date & Time

To filter the results, any Admin User can narrow the log down by username, action type and/or result, or even by a specific date range, by adjusting the fields at the top and clicking Apply. When clicking on the Export to CSVbutton, any applied filters will be reflected in the resulting CSV report. If no filters are applied, the CSV will export 1 months worth of log data by default.

You can now track and export data in the Admin Log!

Within the Eko Reportingsection of the Admin Panel, especially within the Data Exportarea, we have worked to include as many reporting features and types as possible for our Admin Users. However, there are currently some minor limitations on what data can be pulled or filtered using the Data Export functions, which we are working to improve. Some of these features are set to be included in later Eko updates, or are being considered for elsewhere on the roadmap.

The ones we have identified are as follows:

Reports can only be pulled by each specific feature type, and feature types cannot be combined and pulled for more specific and diverse data information. (Ex: Users cannot be combined with Commendations to see which users give or receive the most or least commendations in a period. Data from the Commendations report would have to be manually processed to find this information.)

Access to the Reporting area can be controlled using the Permissions settings. However, access to Reporting can only be given or restricted, and cannot be narrowed down by certain data or report types. Some past reports may also be restricted based on other permissions of the given user.

Certain features do not currently have any reporting functions associated with them yet - such as Cards, Portal, LIbrary or the Discover areas.

Note: For any questions about future updates to the Reporting features, or to request any features for future updates, you can contact your dedicated Customer Success Manager at Eko, or reach out to the Support Team at [email protected] for more information.

Connecting Eko to your existing company directory allows you to make sure everyones contact list is always up-to-date. Additionally, with the single sign on capability of the Eko directory API you can be certain that everyone can use their existing company username and password to sign into Eko, without having to register for a new account. If any staff leave the company, they will be automatically logged out and removed from Eko via the directory.

Our integration options include Active Directory, or any other directory that uses the industry standard LDAP protocol. If you have a custom built directory solution, you can also integrate via our HTTP API.

Contact us at [email protected] for any further questions, or for more detailed instructions and assistance in setting up the directory integration for your Eko workspace.

For Eko users who love automation and efficiency, you can now move your existing digital processes to our mobile platform quickly and easily, with Ekos workflow API. The workflow API allows you to create forms and receive notifications about any form responses or updates, right from your very own internal backend. Once connected, you can then use your existing forms on any of Ekos supported platforms, as well as get access to advanced features such as form comments and a native experience optimized for mobile devices.

Contact us at [email protected] for any further questions, or for more detailed instructions and assistance in setting up the workflow integration for your Eko workspace.