Welcome to the Liveoak FAQs. Please take a look around and feel free to let us know if you have additional questions.
Frequently Asked Questions
Do I need to have a Docusign account to get started?
You do not need a Docusign account to work with Liveoak Technologies. Please send your custom forms to firstname.lastname@example.org and tell us a little about your needs and we will get you all set up. We have integrated the Docusign eSignature technology into the Liveoak platform. If you are an existing Docusign customer, you will have access to your entire forms library through the Liveoak platform.
Can I have multiple signers?
Yes! We have the capability to have multiple people signing the same document inside a Liveoak session.
What is difference between an eSignature provider and Liveoak?
A eSignature is the digital equivalent of a handwritten signature. Livoeak includes eSignature as one of our features but we are so much more. In a nutshell, we recreate the power of a face-to-face meeting by providing a secure online meeting room where you can video conference, chat, collaborate on documents, share & upload files, capture & upload photos, complete & sign documents, share your screen and co-browse the web together.
How does Liveoak differ from web meetings (e.g., Webex and GotoMeeting) and/or video conferencing?
Basic web meetings via Webex or GotoMeeting allow you to share information by sharing your screen; and video conferencing allows you to see and talk with others. You cannot transact business – especially in regulated industries – via a basic web meeting or video conference.
Liveoak is for transacting business – business agreements, legal agreements, authorizations, entitlements, forms, etc. – especially in regulated industries such as banking, investments, brokerage, insurance, wealth management, lending, government, legal and health care. So, Liveoak provides web meeting and video conference capabilities PLUS document collaboration, data entry, data validation, legally valid eSignature via DocuSign and other features for business transactions such as opening accounts, executing loans, entitlements, authorizations, contracts, forms and other binding agreements. FURTHER, Liveoak provides advanced security, logging, tracking, integration and workflow capabilities for regulatory compliance, internal controls and process efficiency of the underlying business transaction.
What does co-browse mean?
Co-browse is joint browsing on the web by two or more people accessing the same web page at the same time.
What does screenshare mean?
Screenshare means that you can let others see what you see on your computer screen. This is useful for sharing presentations, photos or other content.
How I load my forms in to Liveoak?
There are currently two options. 1.) send us your forms and we will upload them for you 2.) enter your Docusign login credentials and we will provide instant access to all your forms.
How does Liveoak record keystrokes for compliance?
Our proprietary technology is designed to record keystrokes (every key a person types into a document during a Liveoak session) by time stamping and recording by device IP address. We keep a permanent record of who typed what and when. This information is useful for creating a compliance and audit trail. This is a unique feature that you will be hard pressed to find anywhere else!
What kind of documents can I upload?
Liveoak supports all of the most widely used document formats.
Can you show me a detailed list of the document file types that you accept?
.as, .asl, .asp, .doc, .docm, .docx, .dot, .dotm, .dotx, .htm, .html, .pdf, .pdx, .rtf, .txt, .wpd, .wps, .wpt
.dwg, .dxf, .emz, .svg, .svgz, .vdx, .vsd, .vss, .vst
.bmp, .cdr, .dcx, .gif, .ico, .jpg, .jpeg, .pct, .pic, .png, .rgb, .sam, .tga, .tif, .tiff, .wpg
.dps, .dpt, .pot, .potx, .pps, .ppt, .pptm, .pptx
.cvs, et, .ett, .xls, .xlsx, .xlt
Where is this data stored? [cloud vs. on-prem]
We are flexible! You decide where you want your data stored. In our standard product suite, the data is stored in the cloud.
[Customer metadata is stored on Liveoak’s secure servers. Liveoak uses 256bit AES symmetric encryption algorithms to encrypt customer metadata at rest. All communications are encrypted via 128-bit SSL in flight. Connections are encrypted and authenticated using AES_128_GCM and ECDHE_ECDSA as the key exchange mechanism]] — “bank-grade security”
How does Liveoak authenticate identity?
The first factor in authentication happens by verifying that the user owns the email address. Next you can authenticate identity through a video conference session: lay eyes on your customer and take a snapshot of your client with their I.D. visible using the Liveoak photo capture tool. Attach and upload the photo file with their transaction record. Further, Liveoak tracks IP codes and through Liveoak, you will have the capability to integrate out of wallet questions. At Liveoak we aim to help you mitigate impersonation fraud.
Is electronic signature recognized as a legal signature?
Yes, electronic signatures are legally binding in the United States and many countries around the world.
Do you offer notary services?
We do not yet offer eNotary services but we have it on our product development list as a potential feature!
What is a virtual meeting room?
The Liveoak definition of a virtual meeting room is a secure online meeting space where you can video conference, chat, collaborate (fill in forms & applications together), share & upload files, capture & upload photos of video conference participants, complete & sign documents, share your screen and co-browse the web together.
How do I set up a meeting and send a conference invitation?
You can set up a meeting and send a Liveoak conference invitation in a few simple steps.
- Enter in the names and email addresses of the folks that you want to invite to the conference,
- Select the forms that you want to use in the meeting
- Select “Create conference” and a private conference room is created.
- Click “Send conference invites” Liveoak will then send out invitations to your conference guests
- Select “Enter conference” to join your digital conference room
- Your conference guests will receive an email invitation with a clickable link.
- When they click the link, they will automatically enter the private conference room.
What does electronic data routing mean?
This refers to the process of automatically sending your completed and signed documents to all conference participants. This also refers to integrating conference data into a CRM, database or other legacy system.
What ways can I communicate with my customers?
You can communicate through video conferencing, chat and voice. It is your choice how you use Liveoak with your customers. You can use all, some or none of these communication tools as they are easy to enable and disable. It is also possible to collaborate and sign documents through the Liveoak platform while talking to your customer on the telephone.
What does 'real-time communication' mean?
Real time collaboration means co-browse plus video, audio and chat in a synchronous (real-time) browser based session.
What is the difference between co-browse and screenshare?
Screen share is one person sharing their screen over the web with another person in a different location. Co-browse is two people remotely sharing the same screen and interacting with the screen together. This includes browsing a website together, filling in a form together etc. Co-browse in Liveoak can occur over a Docusign form or any HTML web page. Liveoak offers both features and by default we offer co-browse.
How does Liveoak work without requiring any downloads?
Liveoak is built with technology (Web-RTC) that works directly through your browser and your internet connection.
How do I get a username and password?
Please email email@example.com and we will provide you login credentials.
How does the video conferencing work?
If you have a webcam, a microphone and a web browser, video conferencing automatically happens when you enter a Liveoak session (all browsers except for Safari or Internet Explorer version 10 or below). You will see a video image of yourself and your conference participants. If you do not want to use the video conferencing feature, you can disable it through your control panel or through one click of the on/off switch inside a Liveoak session. If you turn off video conferencing or if you are using a browser that does not support, you will still be able to co-browse and complete forms.
Do I need to have a webcam and microphone?
You need a webcam and a microphone if you wish to use our video conferencing and voice features. However, you can still use Liveoak to text chat, collaborate, co-browse, file upload and sign documents.
Does the software work without video?
Yes, Liveoak gracefully degrades to work on any device. No camera required!
Does Liveoak work on mobile devices and tablets?
Yes. Liveoak is built with responsive design to work on all browsers and devices. Currently, full video functionality is optimized on Chrome & Firefox browsers.
What kind of technology does Liveoak use?
Liveoak uses WebRTC. Web Real-Time Communications (WebRTC) is an open source project that seeks to embed real-time voice, text and video communications capabilities in Web browsers. Real-Time Communications means that you are communicating via a direct path without delays between the source and the destination. Information is transferred instantly or without negligible delay. In this context, the term “real-time” is synonymous with “live”.
Which browser’s work with Liveoak?
Liveoak’s technology works on all modern browsers. The best Liveoak user experiences happens through Chrome and Firefox. Currently, there are limited video capabilities through Safari and older versions of Internet Explorer.
What security measures do you take with data and privacy?
How does Liveoak work to reduce errors and omissions on forms and documents?
Two ways Liveoak helps to reduce errors and omissions 1.) you have the ability to edit and review documents with your customers before they are signed 2.) you have the capability to indicate required fields which will prevent incomplete information.
How do I reset my username and password?
Email firstname.lastname@example.org and we will get it done right away.
Do you offer free trials?
Yes we offer free trials. Please contact email@example.com to learn how to get started.
How much does Liveoak platform cost?
Liveoak’s pricing varies by the size of the job and number of users or seats deployed by your company. Please feel free to contact us at any time to discuss how we can work together to simplify your paperwork process. Contact us at firstname.lastname@example.org.