Initial Support Call Overview

After the SeloraBox is installed and claimed, the installer calls a Selora Homes Customer Support Engineer using the phone number in the project’s Installation Plan. The support engineer takes over the system configuration while the customer is present.

What the Support Engineer Handles

During this call, the Selora Homes customer support engineer will:

1. Verify the SeloraBox is healthy: Confirm the device is online, registered, and running correctly in the Selora Homes Dashboard.
2. Request Secure Network Node remote access: Send the access request through Selora Connect and have the customer approve it. Once the session starts, the support engineer receives the remote connection URL, session password, and the Home Assistant admin username and password.
3. Set up customer remote access: Enable Selora Homes remote access for the customer by walking the customer through how to generate their personal URL and password, and verifying everything works.
4. Walk the customer through the Companion App: Help the customer install the Home Assistant Companion App on their phone, configure the remote access URL in the app, and enable notifications and location permissions.
5. Confirm and install apps and integrations: Install the initial set of integration and apps that are needed for the install to move forward.
6. Set up communication protocol dongles: If the installation uses Zigbee, Z-Wave, or Matter dongles, the support engineer configures the corresponding integrations in Home Assistant.

What the Installer Should Do During the Call

• Stay available. The support engineer may need the installer to check physical connections, confirm LED status on the SeloraBox, or verify dongle placement.
• Have the customer present. The customer will need to approve access requests, enter account credentials, and interact with their phone during Companion App setup.
• Prepare for device installation. Use this time to organize devices, review the Installation Plan, and confirm which devices will be installed first.

When the Call Is Complete

The support engineer will confirm that:

• The SeloraBox is healthy and visible in the dashboard.
• Secure Network Node remote access is active and the support engineer is logged in to Home Assistant.
• Customer remote access is working.
• The Companion App is installed and connected.
• Required apps, integrations, and protocol dongles are configured.

Once confirmed, the installer can proceed to the Device Installation stage.