Note: To use a headset with Tandem, you must have the Tandem Windows app installed. The web app (app.tandemhealth.ai) does not support this.
When using a headset for calls, Tandem can only capture one side of the conversation unless the correct setup is used. This guide explains how to configure your system so that Tandem can “hear” call audio.
Prerequisites
You must have the Tandem Windows app installed.
The web app (app.tandemhealth.ai) does not support audio capture from your computer.
Setup Instructions
Open the Tandem Windows app
Do not use the web app for headset audio.
Set your headset as the Windows output
On your PC, click the speaker icon in the bottom-right corner of the taskbar.
Select your headset as the output device.
Configure your calling app (Teams, softphone, etc.)
Open the app you use for calls.
Set its audio/output device to Windows default speaker (your headset).
If using a desk or mobile phone
Put the call on speakerphone so the Tandem puck can capture the audio.
Troubleshooting
No audio detected in Tandem?
Check that your headset is selected as the Windows output device.
Confirm the headset is also selected inside your calling app.
Still not working?
Plug your headset in before opening apps.
Restart the Tandem app.
Verify your headset volume is turned up.
Using a physical phone (not on speaker)?
Tandem cannot capture the audio in this setup.
If it still doesn’t work:
Try unplugging and re-plugging your headset, then restart the Tandem app.
If using a USB/Bluetooth headset, check Windows sound settings remain on the headset after reconnecting.
If you’re using a physical phone and don’t want speaker mode, Tandem won’t hear it.
If that doesn’t fix it, please contact Tandem support by clicking the help button in the bottom right and inform us with:
Your Windows version (e.g. Windows 11)
Tandem app version (Settings → About in the Tandem app)
Headset make/model
A screenshot of your Windows audio menu