Amazon Echo 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. Network Credentials

Does the guest know their Wireless Network name (SSID) and Key?

4. Get the app

Download the Alexa app and sign in.

With the free Alexa app, you can set up your device, manage your alarms, music, shopping lists, and more. The Alexa app is available on phones and tablets with:

• Fire OS 3.0 or higher
• Android 4.4 or higher
• iOS 8.0 or higher

To download the Alexa app, go to the app store on your mobile device and search for "Alexa app." Then select and download the app. You can also select a link below:

• Apple App Store
• Google Play
• Amazon Appstore

You can also go to https://alexa.amazon.com from Safari, Chrome, Firefox, Microsoft Edge, or Internet Explorer (10 or higher) on your Wi-Fi enabled computer.

5. Turn it on

Plug the included power adapter into Echo and then into a power outlet. The light ring on Echo turns blue, and then orange. When the light turns orange, Echo greets you.

6. Connect

Connecting to Wi-Fi

1. In the Alexa app, open the left navigation panel and then select Settings.
2. Select your device and then select Update Wi-Fi. If you're adding a new device to your account, select Set up a new device instead.
3. On your Echo device, press and hold the Action button for five seconds. The light ring changes to orange, and your mobile device connects to your Echo device. A list of available Wi-Fi networks appear in the app. 
4. Note: The Alexa app may ask you to manually connect your device to your Echo device through your Wi-Fi settings.
5.  
6. Select your Wi-Fi network and enter the network password (if required). If you don't see your Wi-Fi network, scroll down and select Add a Network (for hidden networks) or Rescan. 
7. MAC address: If you need to add your Alexa device to your router's list of approved devices, scroll down on this screen until you see the MAC address. 
8. Optional - Save your Wi-Fi password to Amazon: Any Wi-Fi passwords saved during setup automatically appear when you connect a new Alexa device to the same Wi-Fi network. The password is also remembered if you switch between saved Wi-Fi networks. For more information, go to Saving Your Wi-Fi Passwords to Amazon FAQs. 
9. Optional - Connect to a public network: Enter any required information if you are connecting to a public network that requires a web browser to sign in, like a school or hotel. The information could be a pre-shared password, room number, or just a button to accept conditions for using the network. This information cannot be saved to Amazon. Contact the network owner for more information. 
10. Select Connect. After your device connects to your Wi-Fi network, a confirmation message appears in the app. You're now ready to use Alexa.

Tip: If your Echo doesn't connect to your Wi-Fi network, unplug and then plug the device into a power outlet to restart it. If you still have trouble, reset your Echo to its factory settings and set it up again. To learn more, go to Reset Your Amazon Echo or Echo Dot (1st Generation).

7. Talk to Alexa

You can now use your Echo device. To get started, say the "wake word" and then speak naturally to Alexa. Your Echo device is set to respond to the wake word "Alexa" by default, but you can use the Alexa app to change the wake word at any time. In the app, go to Settings, select your Echo device, and then select Wake word.

8. Features

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.

If the guest requesting further assistance with features, functionality and getting to know the device?

9. Features & Help

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.

Use the information on the Supported Alexa Features page to help answer the guest's questions.

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

10. 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.

11. 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

12. Refer to ISP or Router OEM

Inform the guest that without the router SSID and password, a wireless connection is impossible and refer them to their ISP or Router OEM accordingly.

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

13. Check Network

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 see if the network is functioning properly. Check and see if the guest's smart phone or tablet is connected to the wireless network and is able to connect to the internet.

Be sure to check that it's actually connected through the Wi-Fi and not falling back on 4G / LTE

14. Error Message

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 the app giving an error message?

15. Support Site

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.

Search the error code on the Amazon Echo Support Site and attempt any documented troubleshooting steps.

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

16. Refer to Amazon

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 Amazon for further support at 1-888-280-4331, they are open 24/7.

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

17. Refer to ISP/Router OEM for Network Support

If multiple devices are unable to connect to the wireless network, there is a network issue.

Please refer the guest to their ISP or Router OEM for network assistance.

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