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User Manual: FitGrid LIVE for Studio Owners

A comprehensive guide on how to get set up for success when hosting virtual class experiences

FitGrid LIVE Overview

FitGrid LIVE integrates Zoom directly with your MINDBODY software so you can give existing clients the option to workout at home while also attracting new clients from around the world.

Here’s an overview of what you need to do to get set-up:

  1. Sign up for a Zoom Pro account
  2. Configure your MINDBODY schedules and pricing options
  3. Connect your Zoom account to FitGrid
  4. Select which classes you want to stream from the schedule you have set up in MINDBODY 
  5. Share your live-stream schedule with your community
  6. Use FitGrid Client Feedback and Follow-up Message features to connect with clients post-class and gain insights on their virtual experience

Below we’ve put together a comprehensive guide on how to get set up for success as well as answers to frequently asked questions and best practices for hosting great virtual class experiences. 


Integration Installation Guide

  • Zoom Integration

    How to integrate FitGrid with Zoom

    Setting up a connection between FitGrid and Zoom is super-easy. Follow these steps and you’ll be up and running in 5 minutes.

    1. Obtain a Zoom Pro account, set it up so that it integrates correctly with FitGrid, and sign in
    2. Visit your FitGrid Studio Settings page and click on the Live-stream icon
    3. Click the “Link to Zoom” button
    4. Click “Authorize” to approve the permissions you are granting FitGrid
    5. Click “Configure Your Classes”
    6. Your setup is now complete! You can now toggle which classes you want to stream
    7. Make sure you press the “Save Sessions” button at the bottom of the screen after enabling a class
    8. Once a class is Zoom Enabled, FitGrid will automatically create a Zoom virtual classroom and send links to the client 60 minutes before the class starts and the instructor will receive the link 30 minutes before class. 

    After making the initial decision on which classes you want to live-stream, you can always go back to view your schedule and tweak your settings.  

    For more details, view our FitGrid/Zoom Installation Guide support article.

  • MINDBODY Configuration

    Setting up your MINDBODY⇔FitGrid integration for a clean customer experience

    How you set up your MINDBODY account to work with FitGrid LIVE depends on the circumstances at your studio. Here are our recommendations based on a few key variables:

    Are you going to be ONLY live-streaming classes or streaming classes that people can also attend in-person? 

    If you are only live-streaming:

    • Cancel all in-person classes on your schedule (if there are a lot, make canceled classes invisible to clients)
    • Create and schedule new classes named something like “ONLINE LIVE-STREAM: Power Vinyasa” Set the class capacity to a relatively high number! You can have up to 99 attendees and 1 instructor, as the host, with Zoom Pro

    If you are streaming classes that people can also attend in-person:

    • Create a new Room in MINDBODY and name it “Live-streaming”
    • Create new classes with the same names as your scheduled live classes, but add “ONLINE LIVE-STREAM:” to the beginning of their names
    • Schedule your new class types at the same time as your in-person classes in the Live-streaming Room you created
    • Set the class capacity to a relatively high number! You can have up to 99 attendees and 1 instructor, as the host, with Zoom Pro

    Are you going to allow clients to use existing pricing options to attend these classes, or are you going to create a new set of pricing options?

    • If you are using existing pricing options, ensure that any new classes you create are in the same Service Category as your pricing options.
    • If you don’t want clients to use existing pricing options, you will want to create a new Service Category named “Live-streaming” and add new classes and pricing options from scratch. If you use Revenue Categories to keep your reports organized, remember to add a “Live-streaming” Revenue category too.

    Learn more about how to prepare your MINDBODY account for streaming classes

  • Setting up your live-stream schedule

    HELPFUL INFO ABOUT YOUR CLASSES APPEARING IN THE FITGRID DASHBOARD

    Inside your FitGrid LIVE settings page, you’ll have the option to manage your live-stream class schedule, as well as view class rosters, class information such as Zoom links and class-related meals.

    Clicking on any of the classes will launch a popup window with a number of class details, including:

    • Class Name, Time and Instructor: At the top of this section you will find information about the class, and the instructor, including their name, email address and status of any messages they’ve received.  
    • Public URL: About 30 minutes before class is set to begin, a link will appear, which will be your public class link that you can send to anyone who may not already have access
    • Client Details and Unique Class Links: At the bottom, you’ll see all clients pre-registered for class alongside their email address, the name of the emails they have received regarding class, and the unique link we emailed to them, in the event they didn’t receive it, you’ll be able to copy their unique link and re-share it with them

    Not seeing all of your classes in the FitGrid Live-stream Settings page that shows all of your upcoming classes?

    Use this guide to understand when they will appear.

    • Classes scheduled to occur within the next 3 hours: The class list will update on the half-hour (e.g. 12:00 and 12:30)
    • Classes scheduled to occur between 3 hours and 24 hours from now: The class list will be updated every 60 minutes
    • Classes scheduled to occur over 24 hours from now: The class list will be updated nightly

    Important thing to note: when building out your live-stream schedule, make sure your classes don’t overlap

    FitGrid LIVE currently supports one live-stream class at a time. If a live-stream class is ongoing, and the next instructor clicks the unique link to begin the next live-stream, they’ll receive a warning that a session is ongoing, along with two options:

    • “End the previous meeting and start a new one”
    • “Don’t do anything”

    If they select #1, the prior live-stream will end and everyone in that live-stream will be removed. Catastrophic, right? So be sure to warn your instructors about this! If they select option #2, the first live-stream will continue, and the new live-stream will not start. Note: this only happens with instructor links. Clients who click their link before the stream starts simply go to a waiting room.

    To ensure that there are no issues with overlapping classes, we recommend leaving at least 15 minutes between your classes and communicating clearly and repeatedly with your instructors. Advise them to check the schedule twice and ensure they are starting their streams 5 minutes before their scheduled start time.

  • Test a live-stream

    Testing your live-stream setup

    Before you test your first live-stream, make sure you have followed these steps to prepare your Zoom for streaming classes.

    Once you’ve set up your Zoom with optimal settings for live-streaming, here is what you will need to test these settings:

    • An instructor profile in MINDBODY with an email address you control
    • A client profile in MINDBODY with a DIFFERENT email address you control
    • FitGrid Live integration with Zoom Pro
    • Two separate devices (so you can join as both the instructor and the client)

    What to do:

    • Create a new “TEST” class in MINDBODY, add the instructor you control as the teacher, and schedule the session to start 2 hours from now
    • On the next half-hour (e.g. :00 or :30), log into FitGrid LIVE and this class will appear on your list of classes (MINDBODY doesn’t update us automatically when you change your schedule, so we check for classes happening within the next 3 hours every half-hour)
    • Check the box next to the class that says “Zoom Enable” and click the “Save Sessions” button
    • In MINDBODY, add the client you control to the test class roster
      • The client should receive a confirmation email from FitGrid within minutes
    • At approximately 60 minutes before class is scheduled to start, refresh the FitGrid LIVE page, click “Details,” and note whether the client on the roster is marked as having received a “Class Link” email
      • The client should receive an email with their unique link to class
      • Your Zoom account should show that a meeting has been automatically generated
    • Sign out of your Zoom Pro account on all devices (this is important–it allows you to sign in as the instructor would, instead of as the account owner)
    • At approximately 30 minutes before class is scheduled to start, refresh the FitGrid LIVE page and look for a “Start Class” button appearing next to the “Details” button. Click “Details,” and note whether the instructor is marked as having received a “Start Class” email
      • The instructor should receive an email with their unique link to begin class
    • Click the instructor link from one device to start the live stream
    • Click the client link from the other device to join the live stream.

Usage & Best Practices

  • Notifying Clients

    How to tell your members about live-streaming classes with Zoom

    Below is a template we’ve drafted as an example for you to use to notify your clients that they can still book classes at your studio, but in a virtual format. Feel free to modify the message to match your style. 

    We’re partnering with FitGrid (a fitness technology company) and Zoom (an online live-streaming service) to live-stream your favorite classes so that you can stay active and connected during this uncertain time. Here’s how it works:

      • Sign in to your MINDBODY account and ensure that your email address is correct and that you’ve opted in to receive emails from us.
      • Add “hello@fitgrid.com” as a contact and/or create a filter so that your Zoom access links always arrive in your inbox, and are never marked as spam
      • View our class schedule online the same way you always do
      • Sign up for any class with “ONLINE LIVE-STREAM” in the name and check out normally. You’ll receive a confirmation email from FitGrid soon after
      • Once you’re within 60 minutes of the class’ scheduled start time, you’ll receive another email from FitGrid with a unique link to access the live-stream
      • Make sure you are in a place with a good internet connection–otherwise, the stream may skip!
      • Click your unique link a few minutes before class is scheduled to start
      • If you have the Zoom application on your device already, you’ll join immediately.
      • If you do not have the Zoom application on your device, you’ll be prompted to download it

    That’s all there is to it! Thank you for staying active and being a part of our community. Looking forward to seeing you in (virtual) class!

  • Class Prep

    Key tips to help you prep for your first live-stream class

    Ahead of your first live-stream class, make sure you have downloaded the Zoom App and tested your live-stream quality–you will want to experiment with doing a live-stream with a camera through your desktop computer, phone, and/or laptop.

    Here are a few things to note as you prep for your live-stream class:

    • Test the speed of your internet connection to ensure a quality experience–greater than 5Mbps for both download and upload speed is recommended
    • Set up the device and stabilize your device with a tripod – or a stack of books in a pinch
    • For better audio quality, try using a Bluetooth headset, AirPods, or some other form of wireless headphones so your voice won’t sound far away from the microphone and clients can hear you better over music
    • Check your email up to 30 minutes before class to ensure you have the Zoom link for the upcoming class
    • Remember to turn on your device’s audio and microphone before you begin class. Your class will begin when you click on the link (please note that it begins with your camera on, so make sure you’re ready for action)
    • To view all of your class attendees, click on the “Gallery View” located on the top right of your zoom screen
    • Your clients will also have the option to “Chat” with you during the session, so be sure to check periodically or after class for questions!

    For further assistance with Zoom, check out these helpful articles and videos to help you get started.

    1. Getting Started With iOs
    2. Getting Started With Android
    3. Getting Started on Windows and Mac
    4. Meeting Controls Video
  • Optimal Audio & Video

    ENSURE YOU LOOK & SOUND GREAT ON YOUR LIVE-STREAM

    Any mobile phone, laptop or desktop computer with video capabilities can work for live-stream video content, but make sure you are familiar with its functions and are fully comfortable using the equipment to avoid technical difficulties (especially when live-streaming). Charge your phone or computer as well as any headset or earbuds you might be using. Set up a tripod, or create a makeshift tripod out of stacked books or boxes. You may want to film a few test shots, to make sure you are fully in the frame but close enough to the camera so that clients can clearly see you.

    Video

    When it comes to selecting the backdrop of your live-stream, pick a simple environment if you can, too, such as a clean, bright room with limited furniture and clutter. Clients will have a much easier time focusing on your instruction without these distractions in the background vying for their attention.

    To freshen up your look, you can implement one of our favorite insider tips- Zoom’s “beauty filter” which ads a soft filter to your screen for smoother appearances. To do this, click on the bottom left button on the Zoom screen, “video settings,” and click “touch up my appearance.” 

    Lighting

    Most fluorescent and overhead lighting does not work well with videos. It creates a flickering effect that can distract the viewer and interfere with the quality of your video. Film your workouts with natural light if you can, propping the camera near the window and facing towards the source of the light. The light should illuminate you so that you stick out from the background of your video, and so clients can clearly see your movements to imitate your form for each exercise.

    Audio

    In most cases, the camera, webcam, or smartphone you are using to record your videos does not have the greatest quality audio. If you are live streaming a workout, try to limit your speech to only necessary instruction, and make sure you speak clearly and slowly, enunciate each word, and project your voice. Avoid rooms with echoes or noise drifting in from nearby family or friends, if you are quarantining together. 

    You could also use a wireless microphone or Bluetooth earbuds, such as AirPods, to achieve higher quality audio. Be sure to fully charge your mic in advance, so they do not run out of battery in the middle of class and disrupt the audio!

    Zoom allows you to share audio from sources like Spotify, Pandora, Youtube, etc. while allowing the instructor’s voice to layer over the music, the steps you need to take to do this are listed below.  

    At Home Audio Setup

    What you’ll need:

          • A Bluetooth-enabled laptop with a webcam
          • Wireless earbuds with a built-in microphone
          • An internet connection with download/upload speeds above 5Mbps

    How to get started:

          • Step 1: Connect your wireless headset or earbuds to your computer via Bluetooth 
          • Step 2: Click “Stream Class” in the email you received from FitGrid to launch Zoom
          • Step 3: Select “Join With Computer Audio” when prompted
          • Step 4: Select “Share Screen” at the Bottom of Zoom to share your device’s audio 
          • Step 4: In the pop-up window, select the following: Advanced > Computer Sound Only > Share Computer Sound > Share
          • Step 5: Visit your go-to music streaming app, such as Spotify, Pandora or Youtube and select your music (note: like in a studio environment, you are legally responsible for obtaining rights and permissions to stream music during a virtual class)
          • Step 6: Switch back to Zoom and start your class

    In-Studio Audio Setup

    What you’ll need:

          • A mixer with…
            • Input for music
            • Input for a wireless mic
          • A video camera with an audio input and HDMI output
            • Converter cables allowing you to send your mixer output directly to your camera’s audio input
            • An HDMI cable
          • A laptop with…
            • An HDMI input OR
            • An HDMI converter cable

    How to get started:

          • Step 1: Connect your music player and wireless headset to the mixer
          • Step 2: Connect mixer output to your video camera’s audio input
          • Step 3: Connect your video camera’s HDMI output to your laptop
          • Step 4: On your laptop, click “Stream Class” in the email you received from FitGrid to launch Zoom
          • Step 5: Select “Share” at the bottom of Zoom 
          • Step 6: In the pop-up window, select the following: Advanced > Content from Second Camera > Share
          • Step 7: Visit your music streaming app on the device connected to the mixer such as Spotify, Pandora or Youtube and select your music (note: like in a studio environment, you are legally responsible for obtaining rights and permissions to stream music during a virtual class)
          • Step 8: Switch back to Zoom and start your class

    There are many ways to configure your audio and visual setup for great performance, regardless of which route you choose, make sure to test your setup before your first public class–every piece of gear and software application operates slightly differently.  

    Click here for more Zoom audio tips or if you need additional help setting up your optimal audio settings, you can visit our support article here.

  • Live-Stream Zoom Links

    Helpful info about your live-stream classes & link distribution

    Inside your FitGrid LIVE settings page, you can view all of your class rosters and all clients pre-registered for each of your classes, alongside their email address, the name of the emails they have received regarding class, and the unique Zoom link  emailed to them. 

    In the event they didn’t receive it, you’ll be able to copy their unique link and re-share it with them if it is within the 30-minute pre-class time frame. To do this, click “Details” next to any upcoming class and copy the client’s unique link and re-share it with them.

    Live-Stream Link Distribution FAQs

    What happens after a client signs up for a class in MINDBODY that has a live-stream option? 

    Immediately following registration, FitGrid will send the client an email confirming they are registered for a live-stream class. Approximately 60 minutes before the class starts, FitGrid will send the client another email containing a unique link that’ll give them access to the live-stream. This email will arrive within minutes if the client booked within the 60-minute pre-class window and class start time is approaching. Note, if the client does not already have the Zoom application on their device, they’ll be taken through a brief, step-by-step download process. Should the client access the live-stream before the instructor arrives, they’ll be placed into a virtual waiting room until the instructor starts the stream.

    What about the class instructor-when do they receive their live-stream link?

    Approximately 30 minutes before the class’ scheduled start time, FitGrid will send the class instructor an email containing a unique link that’ll make them the “host” of the live-stream. They can click it anytime to start setting up.  If the instructor is changed at the last minute, the previous instructor will need to send the new instructor this unique link. Each class’ host link can also be accessed from within the FitGrid LIVE dashboard.

    What if my clients or instructors don’t seem to be getting the emails? 

    Sometimes emails coming from other email service providers (ESPs), such as marketing, auto-generated or bulk emails, are moved into the Promotions tab or sometimes spam. Have your clients and instructors check these alternate folders (e.g. spam, junk, promotions) to see if the email ended up there if it did, they will want to flag it or change the label (un-check promotions) so that the next time they register, it will go directly into their inbox.

  • FAQs

    Frequently Asked Questions regarding FitGrid LIVE communications and class details

    When does my Start Meeting button appear as a Studio Owner?

    This appears roughly 30 minutes before class on your Live-Stream Set-up page  (again, it may take a few minutes to show up).  Anytime after the button appears, you can go in and start setting up.

    How do I check clients into class

    Currently, we do not have the ability to check-in clients to class in MINDBODY when they click on their Zoom link, although our team is working on this!  In the meantime, we recommend two options:

      1. The instructor can click on “Manage Participants” in Zoom, and see a list of all attendees.  They can screenshot that list and send it to the owner/desk staff etc. to manually check them into class.
      2. You can invite your owner/desk staff to class, and they can click on “Participants” and manually check people in.

    Can I pre-record classes with this?

    This first version of FitGrid’s solution doesn’t specifically help you with this. That’s because it doesn’t include hosting (where the recorded videos are stored so your clients can access them later). We are working on this! For now, if you want to distribute videos but control who can watch them, you can upload them as unlisted Youtube videos or put them into Google Drive and make them only accessible with a special link, then send that link to your members. ​You can also BOTH live-stream and record at the same time. When your instructor begins their stream, there is a button in Zoom they can press that starts recording the session.

    I have multiple studios – do I need more than one ZOOM account?

    The initial FitGrid implementation supports only one Zoom user per studio in Mindbody. We’re currently working on making it possible to utilize multiple Zoom users under that Zoom account to schedule simultaneous live-streams.  

    Is there a fee for this service?

    This is a feature that is included in our Silver and Gold plans. Please note, that the integration will require you to purchase a ZOOM Pro account, which is $14.99/month. 

    What if they cancel the reservation on MINDBODY but they already have the link?

    In this first iteration, that’s a way that someone could sneak into a class. There will be crafty ways that folks can get around the restrictions we have put in place, especially at first. Our goal is to give you access to this feature and then improve it as we go–making it tougher for people to sneak around the system is on our radar, but in the face of the Coronavirus crisis, we believe the most important thing is to keep students engaged so that you can keep your community intact and keep some revenue flowing.

    Would clients pay per class or via subscription?

    That’s up to you. You control their access and pricing via MINDBODY. We create the bridge between MINDBODY and Zoom so that whatever you set up in MINDBODY will have unique Zoom links generated and sent.


Troubleshooting

  • Audio

    Troubleshooting audio challenges

    Ahead of troubleshooting, make sure you have the Zoom mobile app on iOS or Android (available on Apple App Store and Google Play).

    Troubleshooting Speaker Issues

    If you cannot hear other participants in a Zoom meeting, follow these steps to troubleshoot the issue.

    • Ensure your speaker is turned on. If you see the speaker icon in the top-left corner is turned off, tap it to turn on your speaker
    • Increase the volume on your mobile device using the volume buttons or notification panel. Even if the speaker is turned on in Zoom, your device’s volume might be set to mute or vibrate only.
    • Try using earphones.
    • Restart your mobile device.
    • Reinstall Zoom from the Apple App Store or Google Play

    Troubleshooting Microphone Issues

    If you are experiencing issues using your microphone with the Zoom mobile app, follow these steps to troubleshoot the issue:

    • Ensure the microphone is not on mute. If you see the muted Audio icon in the meeting controls, tap it to unmute yourself
    • Ensure you have connected your mobile device’s audio. If you see the following Audio icon in the meeting controls, tap it and select Call via Device Audio. If prompted, allow Zoom to access your microphone
    • Try using earphones with a microphone
    • Ensure Zoom has access to your device’s microphone:
      • iOS: Go to Settings > Privacy > Microphone and switch on the toggle for Zoom.
      • Android: Go to Settings > Apps & notifications > App permissions > Microphone and switch on the toggle for Zoom.
    • Ensure that no other applications are using the microphone at the same time:
      • iOS: Double-tap the “Home” button to view apps currently running. Swipe up to close an app
      • Android: Tap the multitask button (the square icon usually in the bottom-right corner) to view apps currently running. Swipe left to right to close an app.
    • Restart your device.
    • Reinstall Zoom from the Apple App Store or Google Play
  • Video

    Follow these steps to troubleshoot issues with your video/camera

    We recommend that you test Zoom ahead of your first live-stream class – you will want to experiment with doing a live-stream with a camera through your desktop computer, phone, and/or laptop. If you are ready to live-stream your class and your camera is not showing up in the Zoom Settings or it is selected and not showing any video, follow these tips to troubleshoot why it may not be working.

    Desktop

      1. Make sure that all other programs that utilize the camera, (Photo Booth, Facetime, etc. are closed. 
      2. Restart your computer.
      3. If the camera still does not work in Zoom after restarting, check if the camera works in a Mac app, such as Photo Booth or Facetime, or Windows app. If it works elsewhere, uninstall the Zoom client and reinstall the latest version from Zoom’s Download Center. If it does not work in any application, contact Apple support. 
      4. Note: If you are on Mac OS 10.14 Mojave and are still having difficulty accessing the camera, check your operating system permissions to confirm that Zoom has access to the camera. Windows 10 also has a privacy feature that may block Zoom from using the camera.

    iOS Device

      • Attempt to start your video by tapping Start Video
      • Tap the camera icon at the top of your screen to switch between the front and back cameras
      • Ensure no other apps are using the camera
        • Double-tap the home button to view all open apps
        • Swipe up on any apps that may be using the camera
      • Confirm that Zoom has camera access
        • Open your iOS Settings
        • Tap Privacy
        • Tap Camera
        • Toggle Zoom access to on (green)
      • Restart your iOS device
      • Delete the Zoom app and reinstall it from the App Store
        • Hold down on the Zoom app icon until it starts to move and an X appears
        • Tap the X
        • Confirm that you want to delete the app by tapping Delete
      • Open the App store
      • Search for Zoom
      • Tap the cloud next to ZOOM Cloud Meetings to download it
      • Once it’s finished downloading, Zoom will appear in your apps
      • Confirm that the camera is working in other iOS apps, such as the Camera app
        • If it works in other apps, contact Zoom support
        • If it does not work in any app, contact Apple support

    Android Device

      • Open the Zoom App
      • Attempt to start your video by tapping Video
      • Switch between the front camera and the back camera by tapping Switch Camera
      • Check if any other applications are already using the camera
        • Open recent applications. How to open this varies by device. On some devices, you can hold down the home button and some have a “recent applications” key 
        • Swipe right to close any applications that are using the camera
      • Check that Zoom has permissions for the camera:
        • Open the device Settings
        • Tap Applications
        • Tap Application Manager
        •  Tap Zoom
        • If it does not list access to take pictures and videos, uninstall and reinstall the app as shown below
      • Uninstall and reinstall the Zoom app
        • Open your device Settings.
        • Tap Applications
        • Tap Application Manager
        • Tap Zoom
        • Tap Uninstall
        • Confirm Uninstall
        • Open the Play Store
        • Search for Zoom Cloud Meetings
        • Tap Install
      • Restart your Android device
  • Installation

    How to disconnect FitGrid Live from Zoom

    Disconnecting and reconnecting your Zoom-FitGrid integration is like rebooting your computer, sometimes you just need a restart to get the systems in sync. There are a few reasons why you may need to uninstall and reinstall your zoom integration for optimal success, a few of them being: 

    • You connected to the wrong Zoom account or to a Zoom basic account
    • You’re having issues with the installation. 
    • Attempt to fix unexplained issues.

    If you need to disconnect FitGrid LIVE from Zoom, please follow these steps.

    • Step 1: Login to your Zoom account and navigate to the Zoom Marketplace
    • Step 2: Search for FitGrid LIVE and click the app or navigate to your installed apps via Manage > Installed Apps
    • Step 3: Click Uninstall next to FitGrid LIVE
    • Step 4: Confirm the dialogue and click Uninstall

FitGrid LIVE Support