GE C-Life Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial setup or helping the guest with a setup that they already started?

3. Get the App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest install the C by GE app from the App Store or Google Play.

Don't forget to mark steps complete as you go through GPs.

4. Screw in the bulb(s)

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest screw in the bulb(s) and turn it/them on.

Don't forget to mark steps complete as you go through GPs.

5. Connect

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

These bulbs connect via Bluetooth. Have the guest tap "Connect to your bulbs" and allow the app to enable Bluetooth.

Once Bluetooth is enabled the App will scan for available bulbs and connect to them.

Don't forget to mark steps complete as you go through GPs.

6. Finish

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest follow the simple on screen instructions to complete the configuration.

Don't forget to mark steps complete as you go through GPs.

7. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

Don't forget to mark steps complete as you go through GPs.

8. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

9. Collect Info

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.

Don't forget to mark steps complete as you go through GPs.

10. Check Bluetooth

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is Bluetooth enabled on the guest's phone or tablet?

11. The Basics

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Let's cover some of the basics.

• Make sure the bulb has power. It could be where the plug came out of the outlet or it could be connected to a switched outlet. An easy way to test is to try a standard bulb that the guest knows is good in the same fixture/socket and see if it works.
• Make sure the bulb is within Bluetooth range of the phone or tablet. See if it works if the guest is right next to it.

12. Reset The Bulb

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Turn on the bulb and keep it on for 10 seconds
2. Power off the bulb
3. Turn on the bulb for 1 second 
4. Power off the bulb
5. Turn on the bulb for 1 second
6. Power off the bulb
7. Turn on the bulb for 1 second
8. Power off the bulb
9. Turn on the bulb for 10 seconds
10. Power off the bulb
11. Turn on the bulb for 10 seconds
12. Power off the bulb
13. Turn on the bulb. If the bulb flashes 3 times, it has been successfully reset.
    

Once the bulbs are reset, they will no longer appear in the app and will need to be added again as if it was a first time setup. So have the guest power on the bulb, launch the app, enable bluetooth and try to connect as if it was a first time setup.

13. Contact GE

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please refer the guest to GE for further support. They can email them at help@cbyge.com or can call at 1-844-302-2943.

Don't forget to mark steps complete as you go through GPs.

14. Enable Bluetooth

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest enable bluetooth on their phone or tablet and try again.

iOSAndroidSwipe up from the home screen and tab the Bluetooth icon to enable it.Swipe downfrom the home screen and tab the Bluetooth icon to enable it.