Google Home 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. Power On

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 plug in the device. It will automatically boot up.

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5. 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 Google Home app from the App Store or Google Play.

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6. Launch 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 launch Google Home app and then tap ACCEPT in the lower right corner.

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7. Google Home Found

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.

The App will now inform the guest that it found their Google Home. When it does, have them tap Continue.

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8. Test Sound

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.

Once the app connects to the device it will give the option to play a test sound to verify the connection.

1. Have the guest tap PLAY TEST SOUND
2. On the next screen it will ask them if they heard the sound. Have the guest tap I HEARD THE SOUND

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9. Select a Room

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.

Now the app will ask the guest "What room is your Google Home in?". Have the guest select the correct room in the drop down menu.

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10. Connect to Wi-Fi

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.

Now the app will ask the guest to select a Wi-Fi network.

1. Have the guest select their SSID in the drop down list.
2. Enter their wireless password and tap Continue.

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11. Sign In

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.

Once connected to the Wi-Fi the app will go to the Meet your Google Assistant page.

1. Have them tap SIGN IN on the lower right corner.
2. If the guest is using an Android device and is already signed into Google, their Google account should automatically pop up. If not, have them sign in.
   If the guest does not have a Google account they will have the option to register.

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12. Personal Results

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.

Once signed in, the app will ask for permission to access their personal info. We recommend taping ALLOW.

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13. Set Location

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.

Now the app will verify its location. It should automatically be correct but if it's not, the guest can tap on the little pencil icon on the right side and enter it manually.

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14. E-Mail Notifications

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.

Now the app will ask the guest if they would like to receive email notifications. This is a preference but not required for the device to function correctly.

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15. Music Provider

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.

Now the app will ask the guest to select their streaming music provider. The options will be along the lines of:

• Google Play Music
• YouTube Music
• Spotify
• Pandora

Have the guest select their preference and tap Continue.

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16. Update

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.

At this point the app will inform the guest that their Google Home is updating. It will take a few moments and once it's done it will prompt the guest to reboot. When it does, have the guest tap REBOOT.

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17. Complete

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.

Once the update completes the guest will get a prompt informing them that the setup is complete. Have the guest tap CONTINUE.

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18. Tutorial

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.

The app will now give the guest a brief tutorial. This only takes a few moments.

1. Have the guest tap CONTINUE to start the tutorial.
2. Then tap FINISH TUTORIAL when they are done.
3. Once they finish the tutorial they will be on the apps home screen where they can start using the device.

That's it, the setup is complete!

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19. 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?

20. 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 provided on the Google Home Support Site to help answer the guest's questions.

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21. 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!

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22. 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

23. 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.

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24. 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

25. 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?

26. 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 Google Home Support Site and attempt any documented troubleshooting steps.

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27. Refer to Google Home

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 Google Home for further support at 1-855-971-9121, they are open 24/7.

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28. 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.