Thank you for joining this service. This information will help you navigate using our Convo Now service. You will find step-by-step instructions, video guidelines, and customer service details to ensure a smooth experience. We will provide you with login details including your username and password to access the Convo app.
Before you start, please test your connection through the Convo app right now to see if you can see the interpreter on the screen. It's part of our check-in to ensure the Convo app and connecting to the interpreter are working. Once your connection test is successful, you can start connecting with interpreters anytime!
You will receive a weekly and monthly usage report so you can track the minutes.
If you have any problems with the app or have questions, please contact us at support@convo.co.za or WhatsApp at 073 545 0683 to assist you.
Happy connecting!
HOW TO DOWNLOAD AND LOG IN TO THE CONVO APP
Download the Convo App
Download the “Convo ZA” app from Google Play or the App Store.
Log In
To log in to the Convo app, simply enter your username and password.
Important tips:
Always use lowercase letters (no capital letters).
Use underscores (_) instead of hyphens (-) in your username.
Your username usually follows this format: b_company_name (You can identify it by your company or personal name.)
Your password will be provided to you.
HOW DO I CONNECT THE INTERPRETER IN THE CONVO APP ACROSS THE DIFFERENT DEVICES?
After logging in, you will see buttons labelled:
‘My Contacts’
‘Favourites’
‘112 Emergency’
‘Dial pad’
Please note: These buttons are inactive and cannot be used to make calls.
To connect with an interpreter:
Click the ‘Convo ZA Services’ button.
Click the same name on the first button that appears.
You are now connected. Wait for the next available interpreter to appear on screen.
When the interpreter is on screen, you can start by saying there’s a hearing person you’d like to talk to. Once you're done, simply click the red hang-up button to end the connection.
HOW TO USE CONVO NOW FOR FACE-TO-FACE CONVERSATIONS?
What is a Face-to-Face Interaction?
It means you're in the same room with a hearing person, and you use the Convo app to connect with an interpreter for a short conversation.
Steps:
Open the Convo app and connect with an interpreter.
Wait for the interpreter to appear on screen.
If there’s a delay, stay calm—you’ll be connected shortly.
Before You Start the Conversation:
Volume: Turn your device volume up.
Bluetooth: Turn off Bluetooth if it's connected to hearing aids or speakers.
Background Noise: Find a quiet space.
Background Apps: Close other apps (e.g., WhatsApp, Facebook).
Lighting: Make sure your face is well lit. Avoid light behind you.
Distance: Stand about 1–2 metres from the hearing person.
When you're ready, start your conversation. Once done, end the call in the app.
HOW TO PREPARE FOR A CONNECTION WITH A VIDEO INTERPRETER?
Convo’s interpreters are here to help you, but they don’t know what’s happening around you. Sharing information before the conversation helps make everything clear.
Tips for a Clear, Successful Call:
Give a short summary of your situation (e.g. “I’m at the bank to ask about my account”).
Say where you are, who you’re talking to, and what the topic is.
Mention important words or names, and fingerspell if needed.
Share useful info, like:
ID number
Medical aid number
Policy/reference numbers
Confidentiality is 100% guaranteed.
You can also tell the interpreter how to introduce the call:
“Please explain that I’m Deaf and you're interpreting for me.”
Or: “No need to explain—just interpret.”
Taking a moment to share this info helps both you and the interpreter have a better experience.
WAITING IN THE QUEUE
When you connect to the Convo app, you may have to wait 1–2 minutes for an interpreter.
Important:
Don’t hang up and try again—this moves you to the back of the queue.
Your minutes only start counting once you’re connected to the interpreter.
If there’s a delay longer than usual, please contact support.
HOW TO CHECK THE MINUTES YOU HAVE USED IN THE CONVO APP?
Want to know how many minutes you've used?
In the Convo app, click “Check My Minutes”.
You’ll see:
A pop-down tab at the top showing minutes, or
A chat message at the bottom left showing minutes used.
COMMON TROUBLESHOOTING
Common Issues:
The screen is black
The interpreter is frozen
Try These Steps:
Check your internet speed: speedtest.net
Log out of the app and log back in
Restart your device
If still not working:
Delete the app
Switch off your device and turn it back on
Reinstall the Convo ZA app
Log in again
If the issue continues, report it to us—we’ll investigate and assist you.
HOW CAN I CHANGE MY PASSWORD?
Whether you're new to the Convo app or just can't remember your login details, we're here to help you reset your password.
WhatsApp us at 073 545 0683 or email us at support@convo.co.za to reset your password.
We will reset the password and give you a new one.
Protection of Personal Information Act (POPIA)
The Protection of Personal Information Act (POPIA) ensures that all personal information is handled with respect, care, and confidentiality.
Before You Visit Places Like:
Banks
Hospitals and clinics
Insurance offices
Government departments
Please ask us for an affidavit letter. Fill it in and get it stamped at a police station or signed by your company.
If the Hearing Person Asks About Confidentiality:
Start by saying:
"Hello, I’m Deaf, and I’m communicating with you through a sign language interpreter. They will interpret everything I say in SASL and voice it to you, then sign your responses back to me. Please speak directly to me."If asked about confidentiality:
"The interpreter is a trained professional who follows a strict code of ethics.
They are bound by POPIA and will not share personal or sensitive info."If they are still unsure:
"All information is protected by law. The interpreter is only here to help communication."If they still refuse:
Allow the interpreter to explain confidentiality.
Present your affidavit letter if asked.
If still refused, ask them to contact us or share their contact info with you so we can follow up.
WhatsApp: 073 545 0683
Email: hello@convo.co.za