[]AUTOMATED RESPONSES OPTIONS

Hello Loomai Team! Here you'll find the automated responses that I've used for giving support and that can be added as "macros". Please review them and feel free to make changes.

Cant login

Hi Maurice,

‌

We are sorry you are experiencing problems signing into your Loomie account. I can see there is no Loomie Login ID created. Is it possible you used "Continue with..." for one of your Loomie/LoomieLive signins, and used the plain email address on the other? We treat these as different accounts, and it would explain the error you saw.

Remember regular sign in with email address and password, google log in, apple log in and fb log in are treated differently.

Please make sure you enter the right credentials.

In addition, I'd advise you to download the latest LoomieLive 2.2.24. You may download it here:

https://www.loomielive.com/download

‌Let us know if this helps.

‌

Best regards,

Carlos

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Download Link not working

Hi Adrian,

We are sorry you are experiencing problems downloading the latest version of LoomieLive. Please tell us exactly what error you receive?

‌

In the meantime, here you have the link were you can try again to download both MacOS and Windows LoomieLive latest 2.2.24 version:

https://www.loomielive.com/download

‌NOTE: Please create your Loomie account using the mobile Loomie app before attempting to sign in from the LoomieLive desktop app.

‌

The documentation lives here: https://apps.loomai.com/ (this is also findable from the Settings page inside LoomieLive)

‌

Thanks again for your interest in LoomieLive and reaching out to us!

Best Regards,

Carlos

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Feedback from final user

Hi Andrew,

We really appreciate your feedback. We are trying to get something for the season and working on it on the moment.

Please stay tuned!

Best regards,

Carlos

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Hi Shane,

We really appreciate your feedback. We'll definitely take a look on this and improve it on our next release of LoomieLive.

Best regards,

Carlos

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**Message “camera used by different program” in Windows

Hi Callie,

If you are running LoomieLive on Windows, it will not allow you to run your camera with two programs at the same time. The error message you receive is because probably you have the usb camera active and you want to activate "video" or "AR" mode in LoomieLive.

To solve this, please turn off any application or software that may be using your usb camera. If it's Zoom, just select "LoomieLive Camera" on the list, you should see LoomieLive logo on screen. Now go to LoomieLive app and turn on either Video or AR mode and you will show your Loomie on screen.

NOTE: On MacOSX is not neccessary to follow these steps, as it will allow you to run the FaceTime camera with different programs at the same time.

Hope this helps!

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Account deletion request

Hi Carles,

Based on your request, we confirm that your account information has been deleted. We hope to see you soon in the nearest future!

Best regards,

Carlos

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Explanation about how Loomie and LoomieLive work

Hi Charles,

Please refer to the following site:

https://loom-ai.gitbook.io/loomielive/

"Loomie" app is for creating your custom avatars and it's for smartphones (iPhones/Android). On the other hand, "LoomieLive" software if for loading your custom avatars created on "Loomie" app which only works for Windows PC's and MacOSX.

Please note that Windows 7 is not supported for LoomieLive.

You will find a deeper explanation on the link above. If you have any more questions, let me know!

Best regards,

Carlos

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Creating follow up on Windows ARM 64

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Asking for more information

Hi Ton,

We are sorry for the inconvenience. Can you please provide us the following:

- OS Version

- LoomieLive Version

- System Specs: Processor, CPU, Memory, etc.

Please also include more details about the issue.

Regards,

Carlos

Hi Maev,

We are sorry for the inconvenience. In order to better assist you, can you please provide us the following:

- Windows version

- System Specs: Processor, CPU, Memory, etc.

- PC Brand and model

- Webcam brand and specs

Please note that when you uninstall LoomieLive on Windows you'll need to uninstall as well the "LoomieLive camera driver".

Please refer to the following link for more info: https://loom-ai.gitbook.io/loomielive/support

Best regards,

Carlos

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No Country restriction

Hi Carina,

We really appreciate your interest in using Loomie app and LoomieLive. There should be no restrictions for downloading our products in Brazil.

Can you tell us if Loomie app is missing in App Store/Play Store?

To download LoomieLive just go to the following link: https://www.loomielive.com/download

Best regards,

Carlos

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Webcam not working (seems a generic one)

Hi Lei,

We're sorry for the inconvenience. In order to better assist you, can you please send us the specifications of the current "GENERAL WEBCAM" you're using? Additionally, can you confirm if your webcam works with any other video conferencing app?

Best regards,

Carlos

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Feedback & Suggestions

Hi Roberto,

We really appreciate your feedback. We are continuously improving our products to deliver the best user experience.

Stay tuned for future updates!

Best regards,

Carlos

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Quote for Hosting

Hi Mycelium Youth,

Thanks for your interest in LoomieLive. And its great to see how you're helping low-income youth with STEAM learning.

Regarding using Loomies for your virtual event ....Feel free to use our Loomie mobile app (to build avatars) and our LoomieLive desktop app for any video conferencing. Its currently free till the end of 2020 to help out during the pandemic.

You can find the downloads at: loomielive.com

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WoA camera conflicts

Hi Zakiyyah,

We're sorry for the inconvenience. In order for LoomieLive to work follow these steps:

1. Once LoomieLive is opened, make sure is on "Voice Mode".

2. Open Google Meet and on the "three dots" menu select "switch camera" and choose LoomieLive camera.

3. LoomieLive feed should appear on your Google Meet screen, no go to LoomieLive and click on either "Video" or "AR" mode and it will follow your movements.

If you decide to switch back to your regular camera, first go to LoomieLive again and click on "Voice" mode. Then on Google Meet switch to your regular camera and it should work.

Let me know if this helps!

Best regards,

Carlos

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MORE DETAILS!!!

Hi Elias,

Thank you for downloading our LoomieLive app for Windows. In order to better assist you, can you please give us more details about your request?

Thank you for reaching out to us!

Best regards,

- Carlos

Hi Ratana,

Thank you for downloading our LoomieLive app for Windows. In order to better assist you, can you please give us more details about your request?

Please note that it's required that an account has been logged into from the mobile Loomie app and validated before LoomieLive can log into it as you're currently missing a LoomieLive ID. Please try first from Loomie mobile, and then from LoomieLive desktop.

Thank you for reaching out to us!

Best regards,

Carlos

Hi Elias,

Thank you for downloading our LoomieLive app. In order to better assist you, can you please give us more details about your request?

Please go to Settings / Contact from within LoomieLive and drop us a note. This will open a ticket in our support system (and will tell us what software and OS version you are running). Also please include what device you're using to run LoomieLive.

For more information please refer to the following link: https://loom-ai.gitbook.io/loomielive/support

Thank you for reaching out to us!

Best regards,

- Carlos

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STOPPING SUPPORT

Hi Ronald,

Thank you for reaching out. As SPACES is no longer a supported product, we stopped our support for the product as well.

We’re very sorry if this has caused any inconvenience.

Best regards,

Carlos

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Blocked connections

Hi Catherine,

It may be possible then that your firewall is blocking LoomieLive to connect to the internet. Please do the following:

On your Mac, choose Apple menu > System Preferences, click Security & Privacy, then click Firewall. Click the lock icon to unlock it, then enter an administrator name and password. ... After an app is added, click its up and down arrows to allow or block connections through the firewall.

Best regards,

Carlos

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DIFFERENT LANGUAGE

Hi Claudio,

We'd be glad to assist you further with your inquiry. In order to better assist you, can you please send us your request on English language? Thanks!

Best regards,

Carlos

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COMPATIBILITY

Hi Annemarie,

Unfortunately LoomieLive is not compatible with Chromebooks, tablets or older PCs.

The following platform and hardware combinations are supported:

  • MacOS: Mojave or Catalina, Mac computers 2015 or newer recommended

  • Windows x86: Windows 10, 4th generation or better Intel CPU

  • Windows ARM (New): Windows 10, Microsoft Surface Pro X, Samsung Galaxy S

Thank you for your interest in LoomieLive!

Best regards,

Carlos

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SPECIAL REQUESTS

Hi Gustavo,

Thanks for your interest in Loomie characters. We've worked hard to come up with a specific look to our avatars, including significant customization options. Unfortunately, there are limitations to our editing ability; what you see in the user interface is all that we offer. Sorry that we cannot be of more help here.

Wishing you the best.

Carlos

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Integrated webcam has been disconnected ISSUE

Hi Joanna,

‌

We are sorry for the inconvenience. Are you able to use same camera on any other videoconferencing app with no issues?

‌

In order to confirm that your webcam is working properly please follow the steps described here:

https://apps.loomai.com/loomielive/installation-and-setup#verifying-the-virtual-camera

‌

It may be possible the integrated webcam in that PC has driver issues. Please also try LoomieLive on a different PC and let us know if the problem persists.

Best Regards,

Carlos

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REQUESTING SYSTEM SPECS

Hi Violeta,

We're sorry for the inconveniences, in order to better assist you we'll need some additional information about your system specs and LoomieLive version.

On LoomieLive, please go to Settings / Contact and drop us a note. This will open a ticket in our support system (and will tell us what software and OS version you are running).

Best regards,

Carlos

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LOOMIE APP MORE INFO

Hi Kira,

We're sorry for any inconvenience caused. Can you please confirm that you have the latest version of Loomie app which is 1.3.05? If not, please download the latest version on your mobile device.

You may find a link on this site: https://loomai.com/loomies

If the issue persists, please provide us the following information:

- OS of your mobile device (Android or iOS)

- Android or iOS version you're running

- Mobile device model and brand

Best regards,

Carlos

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UNINSTALLATION

Hi Ahmed,

In order to remove all items for LoomieLive you need to run the uninstaller as shown on our FAQs site and wait for the process to complete:

If the LoomieLive virtual camera still shows on your videoconferencing apps please do the following:

  1. On your Mac, choose Apple menu > System Preferences, click Security & Privacy, then click Privacy. Open the Privacy pane for me.

  2. Select Loomie Live Camera.

  3. Select the checkbox next to an app to allow it to access your camera. Deselect the checkbox to turn off access for that app.

Best regards,

Carlos

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MORE OS SUPPORT

Hi Michael,

We really appreciate your interest in LoomieLive. At the moment, only operating systems shown on our FAQ's site are supported.

We are continuously improving our products to deliver the best user experience. That's why is in our plans to extend LoomieLive compatibility for a wider range of operating systems in the nearest future.

Stay tuned for future updates!

Best regards,

Carlos

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RESIZING IMAGE FOR CUSTOM BG

Hi Ellen,

Thank you for sharing the screenshots. In order for LoomieLive to load your custom background correctly please reduce the dimensions of your original image as it is too big in width and height, causing to load upside down. Reducing to 50% of its original size will work.

Please see attached image where I changed image dimensions and now loads correctly on LoomieLive.

Best regards,

Carlos

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CREATING COMPANY AVATARS

Thanks for your interest in Loomie characters. We've worked hard to come up with a specific look to our avatars, including significant customization options. Unfortunately, there are limitations to our editing ability; what you see in the user interface is all that we offer. Sorry that we cannot be of more help here.

Wishing you the best.

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CREATION OF NEW 3D CHARACTERS

Thanks for your support - we're always thrilled to hear from people using the product. And we appreciate the suggestion on more kid-friendly characters. Although we don't yet have a system for user generated content, we are working to bring additional characters (including some kid favorites) into LoomieLive. Stay tuned in the coming months.

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