Google Workspace Support Pro: Meet and Chat

What's inside

1. Level 1: Meet and Chat on One PageFree
   Learners map what a user sees in Google Meet and Google Chat (meetings, spaces, direct messages, recordings, rooms) to the parts of Google Workspace behind each one, and learn why this course is independent of Google and copies none of its documentation.
2. Level 2: Licences and Editions That Gate FeaturesFree
   Learners check a user's assigned Workspace licence and edition to tell whether a missing feature, such as recording, transcripts, Gemini notes or Voice, is a licence gap rather than a fault.
3. Level 3: The Smallest Admin Role for Each Job
   Learners match each Meet and Chat support task to the smallest prebuilt role or custom-role privilege that does it, including the separate Google Meet hardware privileges, rather than using super admin.
4. Level 4: Reading the Meet Settings in Admin Console
   Learners open Apps > Google Workspace > Google Meet, read the video, safety, recording, transcript and note-taking settings in read-only mode, and explain how each one changes what a user sees in a meeting.
5. Level 5: Reading the Google Chat Settings
   Learners read the Chat settings under Apps > Google Workspace > Google Chat, including history, external chat, space options and Chat apps, and say how each one changes what users can and cannot do.
6. Level 6: Tracing a User's Effective Policy
   Learners work out which value of a Meet or Chat setting actually applies to one user by following organisational unit inheritance and group overrides, so they can explain the result and escalate a policy question instead of changing it.
7. Level 7: How Spaces, Members and Managers Work
   Learners learn how Chat spaces are set up: who can find and join them, what space managers can do that members cannot, and where an admin can view a space and its membership.
8. Level 8: Changing Space Membership and Managers
   Learners add and remove people and groups in a space and appoint or replace a space manager, including recovering a space whose only manager has left the organisation.
9. Level 9: Allowing External Chat for a User or Group
   Learners set up external Chat for one organisational unit or group, including any limit to allowed domains, and understand what external users see in direct messages and spaces.
10. Level 10: Meet Guest Access and Host Controls
    Learners read and set who can join a team's meetings without asking, how external guests and people without accounts knock to join, and which controls the host keeps.
11. Level 11: Recording, Transcript and Notes Settings
    Learners check and set who in a team can record, transcribe and use Gemini note-taking, including the automatic artefact defaults and the consent requirement Google announced in April 2026.
12. Level 12: Where Recordings and Transcripts Go
    Learners trace where meeting recordings, transcripts and Gemini notes are saved, who gets access to them by default, and how they are linked to the Calendar event.
13. Level 13: Chat History and Retention as Users See It
    Learners explain how the Chat history setting and any retention rules decide whether messages stay or disappear, and what users can and cannot control in a space or direct message.
14. Level 14: Google Voice and Meet Dial-In in Outline
    Learners get an outline of Google Voice licensing and number assignment, how Voice differs from Meet phone dial-in, and the user-side checks support can make before passing a telephony issue on.
15. Level 15: Meeting Room Devices from the User Side
    Learners see a meeting room as users meet it: the Meet hardware device, its calendar resource, one-touch joining from the room's schedule, and the device's status as support can view it in the Admin console.
16. Level 16: Companion Mode and Presenting in Rooms
    Learners set up a team to use companion mode and present from a laptop alongside a room device, and to book rooms so that the meeting reaches the device.
17. Level 17: Fault Method: Meet Won't Load or Join
    Learners learn the fault pattern used throughout the rest of the course (symptom, likely causes in order, check, fix, confirm, tell the user) and apply it to Meet failing to load or join in the browser.
18. Level 18: Browser Blocks the Camera or Microphone
    Learners diagnose camera and microphone access blocked at the browser site-permission level, including permissions denied earlier and permissions pushed by managed browser policy.
19. Level 19: OS Privacy Settings Block Devices
    Learners find Windows and macOS privacy controls that stop the browser or the room laptop from using the camera, microphone or screen recording, even when the browser permission is allowed.
20. Level 20: Camera Not Found, Busy or Black
    Learners troubleshoot a camera that Meet can't find, that another app is already using, or that shows a black image, working through the causes in order from app conflicts to drivers and hardware.
21. Level 21: Fault: Others Can't Hear the User
    Work through a user whose microphone isn't heard in a meeting: check mute states, mic selection in Meet and the OS, permissions, and apps that grab exclusive control of the device, in that order.
22. Level 22: Fault: Echo, Feedback and Can't Hear Others
    Diagnose problems with what the user hears, such as no sound, wrong output device, echo and howling feedback, and trace them to speaker selection, Bluetooth headset profiles or two devices joined in the same room.
23. Level 23: Fault: Frozen, Blurry or Choppy Video
    Handle poor video and audio quality by separating local CPU and network limits from remote ones, using Meet's own troubleshooting panel and simple network tests before blaming the service.
24. Level 24: Fault: Screen Sharing Fails or Shows Black
    Fix screen sharing that won't start, shows a black or frozen screen, or shares the wrong thing, covering OS screen recording permissions, browser share choices, hardware acceleration and multi-monitor setups.
25. Level 25: Fault: Can't Join Because of the Network
    Diagnose meetings that won't connect or keep dropping on corporate networks, where firewalls, proxies, VPNs and SSL inspection block the traffic Meet needs, checked against Google's current network requirements.
26. Level 26: Fault: Mobile App and Dial-in Problems
    Support users joining from the Meet mobile app or by phone, covering app permissions, outdated apps, calendar links that don't open, and dial-in numbers that are missing or rejected.
27. Level 27: Fault: Space Won't Open or Can't Be Found
    Troubleshoot a user who can't see or open a Chat space, separating membership, a removed or deleted space, Chat being turned off for their OU, and client or cache faults.
28. Level 28: Fault: Can't Join or Add People to a Space
    Resolve requests where someone can't join a discoverable space or a manager can't add members, tracing them to space access settings, target audiences, group membership and external settings.
29. Level 29: Fault: External Chat Is Blocked
    Diagnose a user who can't message, or be messaged by, someone outside the organisation, reading both organisations' external chat settings, allowlists and space external settings to explain who is blocking.
30. Level 30: Fault: Guests Stuck Knocking or Refused
    Troubleshoot external guests who can't get into a meeting, covering access type, host management, knock requests, guest sign-in and organisational settings that limit who can join.
31. Level 31: Fault: Record or Transcript Button Missing
    Explain why a user can't see or use recording, transcripts or similar meeting features, tracing it through edition and licence, OU and group settings, the user's role in the meeting, and the device they joined from.
32. Level 32: Fault: Recording or Transcript Missing
    Find recordings and transcripts that didn't arrive or can't be opened by working out who owns the file, which Drive it went to, whether processing finished, and how it was shared.
33. Level 33: Fault: Room Device Won't Join the Meeting
    Troubleshoot a meeting room device that doesn't show the meeting or can't join, from the user's side: room resource booking, calendar invite, device status in the Admin console and network.
34. Level 34: Fault: Can't Present or Use the Room
    Fix the problems users hit once a room is in a meeting: they can't present a laptop, the camera or mic is wrong, or audio echoes because personal devices and companion mode are mixed up.
35. Level 35: Tool: The Meet Quality Tool
    Use the Meet quality tool in the Admin console to look up a specific meeting or participant and read network, device and audio and video quality data, so you can back up or rule out what the user reported.
36. Level 36: Tool: Audit Logs and the Investigation Tool
    Use the Meet and Chat audit log events and, where your edition and role allow, the investigation tool to answer questions such as who joined, who changed space membership or who shared a recording, starting with read-only searches.
37. Level 37: Tool: The Per-User Checklist
    Put together a repeatable per-user check covering account status, licence, OU and groups, effective Meet and Chat settings, and client-side diagnostics, so every ticket starts from the same facts.
38. Level 38: Where the Job Stops
    Draw the line between what first and second line support resolve and what goes to third line, policy owners, network teams, room vendors or Google support, including how to explain a tenant-wide policy without changing it.
39. Level 39: Building the Evidence Packet
    Build an escalation packet that third line or Google support can act on without coming back to you: scope, timeline, identifiers, quality and log evidence, reproduction steps and what has already been ruled out.
40. Level 40: Final Challenge: The Ticket Queue Exam
    Work through a queue of realistic Meet and Chat tickets drawn from the whole course, deciding for each whether to triage, resolve or escalate, and writing a note for the user or the next line.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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