Frequently Asked Questions
General
Does GetReal record our meetings?
GetReal captures and analyzes meeting audio and video in real time. A recording of a meeting is retained (encrypted) only when a violation or detection occurs in that meeting — it is kept for investigation and evidence, and your team can review it through playback in the platform. Recordings of meetings with no detections are deleted immediately. Meeting history (metadata) is retained.
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?
Detection is server-side and device-independent, so participants are analyzed the same way whether they join from a phone, tablet, or desktop. The in-meeting panel, however, requires the desktop client.
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?
Detection severity thresholds are tuned per tenant by GetReal on request — they are not adjusted self-service. GetReal provides recommended defaults; contact your Customer Success Manager to request tuning, and they will review thresholds with you periodically. Your team owns the policy response logic under Policies — which actions fire, at what severity, and for which user groups.
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. Biometric markers are retained subject to BIPA (Illinois), CUBI (Texas), and Colorado biometric-law schedules, with written consent collected before enrollment. Your legal team controls the consent flow.
Does GetReal access chat messages, files, or email?
GetReal does not access files, mailboxes, SharePoint, OneDrive, or any file storage. It accesses meeting calendar entries and the audio and video from monitored meetings. It also sends in-meeting and 1:1 chat notifications, and reads basic chat metadata (not message content) and the meeting participant roster.
Deployment
Does it work with external or cross-tenant meetings?
It depends on who hosts the meeting. External participants in meetings hosted by your organization: yes — the Trust Advisor monitors individual participants, so your monitored meetings with external attendees are supported. Meetings hosted outside your organization are platform-dependent — for example, the Webex Trust Advisor does not join externally-hosted meetings. Confirm the specifics for your platforms with your Solutions Engineer.
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.
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 (Microsoft Entra ID) and the app is set to Allowed in the Teams Admin Center. Confirm PowerShell policies were applied. Confirm the user is in the monitored Entra security group. For large tenants, allow 24–72 hours for propagation. |
| 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 configured under Integrations (via the Generic HTTP Receiver or the tile for your SIEM) and that it is referenced from the relevant policy actions. Confirm your Policies have the correct actions and conditions. Ask GetReal to send a test delivery to verify the endpoint. |
| Too many low-confidence alerts | Detection severity thresholds are tuned per tenant by GetReal — ask your Customer Success Manager to request an adjustment. Consider scoping policies to specific user groups. Your Customer Success Manager can help optimize thresholds during periodic reviews. |
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@getrealsecurity.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@getrealsecurity.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@getrealsecurity.com |
Support Portalsupport.getrealsecurity.com |
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