Frequently Asked Questions
General
Does GetReal record our meetings?
No. GetReal analyzes audio and video in real time — it does not take screenshots, capture chat, or produce meeting recordings. When a violation is detected, a short clip is retained so your team can review it through playback in the platform.
Do users need to install anything?
No. Users continue to use Microsoft Teams, Cisco Webex, or Zoom exactly as they do today.
Can users see that the Trust Advisor is in their meeting?
Yes. The Trust Advisor joins like any other participant or notetaker app. Attendees can see it is present — this is by design for transparency.
Does the Trust Advisor work on mobile?
Yes. It works the same regardless of device — phone, tablet, or desktop.
Detection and Response
What happens when a deepfake is detected?
That depends on your Policies. You can configure any combination of host alerts, SOC notifications, email, Slack, and in-meeting chat messages. See Policies Configuration for the full list.
How do we tune detection thresholds?
Thresholds are managed under Policies in the platform. GetReal provides recommended defaults, and your team adjusts them over time. Your Customer Success Manager reviews thresholds with you on a monthly basis.
What types of threats does GetReal detect?
Face swap, synthetic audio, voice biometric mismatch, suspicious camera usage, and threat intelligence matches against known threat actors. See the Platform Investigation Guide for the full detection catalog.
Privacy and Compliance
Is biometric data collected?
When identity verification is enabled, GetReal generates encrypted face and voice embeddings — mathematical templates, not stored photos or audio clips. For customers with regulatory requirements (BIPA, Texas CUBI, Washington, GDPR), GetReal supports the applicable compliance frameworks. Your legal team controls the consent flow.
Does GetReal access chat messages, files, or email?
No. GetReal does not access chat, files, mailboxes, SharePoint, OneDrive, or any file storage. It only accesses meeting calendar entries and the audio and video from monitored meetings.
Deployment
Does it work with external or cross-tenant meetings?
Yes. The Trust Advisor monitors individual participants, not organizations, so meetings with external attendees are fully supported.
Can we deploy to a single department first?
Yes. Most customers start with one team and expand from there.
What happens if the Trust Advisor fails to join a meeting?
The meeting continues normally with no impact. Failed joins are logged in the platform, and repeated failures generate an alert.
Does the Trust Advisor require a Teams license, Zoom seat, or Webex host slot?
This varies by platform and tenant configuration. Your Solutions Engineer will confirm the licensing model during onboarding.
How long does deployment take?
Most customers are live within 30 days of contract signature.
How do we roll back if needed?
Rollback is straightforward. On Teams, revoke admin consent or disable the app policy. On Webex, revoke the app in Control Hub. On Zoom, uninstall from the Marketplace. A rollback procedure specific to your environment is provided during onboarding.
Troubleshooting
Trust Advisor not joining meetings
| Symptom | What to check |
|---|---|
| Trust Advisor does not join (Teams) | Confirm admin consent was granted in the Teams Admin Center. Confirm the app status is Allowed and PowerShell policies were applied. Confirm the user is in the monitored Entra security group. New deployments may take up to 72 hours to propagate. |
| Trust Advisor does not join (Webex) | Confirm both the Service App and Embedded App are approved in Control Hub. Confirm OAuth credentials were submitted in the GetReal Platform. Confirm meeting settings allow participants to join without a lobby. |
| Trust Advisor does not join (Zoom) | Confirm the Bot App has Meeting SDK enabled, the OAuth flow completed, and all required scopes are added. |
Detection and alert issues
| Symptom | What to check |
|---|---|
| Trust Advisor joins but no detections appear | Confirm the meeting includes at least one monitored user. Open the meeting in the platform and confirm streams are being processed. |
| Alerts not reaching your SIEM or notification channels | Confirm the webhook destination is active under Integrations > Webhooks. Use the Test Webhook button to verify delivery. Confirm your Policies have the correct actions and severity thresholds. |
| Too many low-confidence alerts | Raise the severity threshold on the relevant policy under Policies. Consider scoping policies to specific user groups. Your Customer Success Manager can help optimize thresholds during your monthly review. |
Platform access issues
| Symptom | What to check |
|---|---|
| Cannot log in | Confirm your organization has been provisioned. Verify you are using the correct identity provider (Google, Microsoft, Slack, Webex, Zoom, or your SSO/OIDC provider). If your organization has users outside the United States, confirm your region has been enabled. Contact support@getreallabs.com if the issue persists. |
| Missing admin features after first login | Your account may need to be promoted to Admin. Contact your GetReal administrator or support@getreallabs.com. |
In-meeting panel issues
| Symptom | What to check |
|---|---|
| Panel does not load (Teams) | Confirm the app permission policy is assigned to the user and the app is allowed in the Teams Admin Center. |
| Panel does not load (Webex) | Confirm the Embedded App valid domains include webex.com and getreallabs.com. If you hit a login loop, reset via Help > Health Checker > Reset in the Webex desktop app, then sign out and back in. |
| Panel does not appear (Zoom) | Confirm the user authorized the Panel App and that Meetings is checked in the Panel App Surface configuration. |
AutoJoin issues
| Symptom | What to check |
|---|---|
| Trust Advisor does not auto-join a scheduled meeting | Confirm the AutoJoin email address was invited. Confirm the organizer sent notifications to all attendees when creating or editing the event — suppressed notifications prevent the AutoJoin service from detecting the meeting. |
Support
|
support@getreallabs.com |
Support Portalsupport.getreallabs.com |
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