Balto Download & Support FAQ
To download Balto, visit our Deploy Balto page — accessible to current customers with Balto Cloud login credentials. This page always features the most up-to-date installers and detailed installation instructions for both Windows and macOS:
- Windows:
.EXE,.MSIformats - macOS:
.DMG,.PKGformats
Not sure which file type is right for your system?
No problem — the page includes helpful guidance to ensure you select the correct installer for your environment.
Need Additional Help?
If you encounter any issues during download, installation, or setup:
- Email us: support@balto.ai
- Or contact your Customer Success Manager
Our support team actively monitors all requests to ensure timely assistance.
- Email us: support@balto.ai
- Contact your Customer Success Manager
- Connect with us in the chat (bottom right corner of this website)
Our support team actively monitors all requests to ensure timely assistance.
All of Balto’s support resources are conveniently centralized in our Docs Hub. This is your go-to source for technical guidance, setup instructions, and troubleshooting tips.
🔐 Access Note: The Docs Hub is available exclusively to current customers. You’ll need your Balto Cloud login credentials to access it — we recommend bookmarking it for easy reference.
What You’ll Find in the Docs Hub
Here’s a breakdown of the key available resources:
Implementation Resources
- Balto Download & Installers
- Installation Instructions
- User Provisioning
- Audio Settings
- Embedding Balto in an iframe
- General Troubleshooting
Technical Requirements
- System, Network & Firewall Specifications
API & Integration Guides
- Full API Documentation
- Integration Instructions by:
- Telephony System
- CRM Platform
Security & Access
- Security Architecture Overview
- Single Sign-On (SSO) Setup
Need Help Finding Something?
If you can’t find the information you’re looking for or need personalized assistance:
- Email: support@balto.ai
- Or contact your Customer Success Manager
If you’re having trouble accessing your Balto account, here are three quick ways to regain access:
1. Reset Your Password
- Go to the Balto Cloud login page and click on “Forgot your password?”
- Enter the email address associated with your Balto account.
- You’ll receive an email with instructions to reset your password.
2. Contact Your Balto Administrator
If you’re unsure which email is linked to your account or can’t reset your password:
- Reach out to your organization’s Balto Administrator.
- They can verify your user access, reset your login credentials, or help you regain account access.
3. Reach Out to Balto Support
Still stuck? Our support team is here to help.
Email: support@balto.ai
Please include the following details in your message:
- Your full name
- Your company name
- A brief description of the issue you’re experiencing
We’ll get back to you as quickly as possible to resolve the issue.
Balto utilizes different login methods depending on product:
For Managers and Administrators (Balto Cloud)
- Access Balto via a web browser by visiting Balto Cloud.
- Log in using your Balto Cloud email address and password.
For Agents (Desktop Application)
- Use the Balto Agent App installed on your desktop.
- To log in, you’ll need:
- Your email address
- Your organization’s desktop key (typically provided by your manager or IT admin)
If you’re unsure about your login credentials or desktop key, contact your team’s Balto Administrator or reach out to support@balto.ai for assistance.
Balto determines which playbook to present on a call by referencing specific metadata from your phone system, such as:
- Queue names
- Skill groups
- Call direction (inbound vs. outbound)
If Balto displays an incorrect playbook, it is likely due to a mismatch or error in how this metadata is mapped to your playbooks.
How to resolve this
Please contact our Support team at support@balto.ai and include the following:
- A call example where the incorrect playbook was shown
- The expected playbook that should have appeared
- Any relevant call details (queue name, skill, direction, etc.)
Our team will review the configuration and update the mappings to ensure the correct playbook is triggered moving forward.ey, contact your team’s Balto Administrator or reach out to support@balto.ai for assistance.
If Balto isn’t launching as expected when a call begins, the issue is typically related to one of the following:
1. User ID or Email Mismatch
Balto relies on a match between your phone system’s User ID or Email and the VoIP User ID or Email configured in Balto. If there’s a discrepancy, Balto may not recognize the user and won’t launch.
2. Call Type or Campaign Not Enabled
If Balto fails to launch only for specific calls, it may be because Balto is not enabled for that particular call type, queue, or campaign.
What to do
Please reach out to support@balto.ai with:
- The user details (name, email, VoIP ID)
- Affected call examples
- Any relevant campaign or queue information
Our Support team will help investigate and ensure Balto launches properly across your calls.
Balto relies on access to your microphone and speakers to function properly during calls. If you see an audio issue alert, it means Balto is having trouble detecting or using your audio devices.
How to resolve it
- Open your Balto App Settings by clicking the gear icon located in the bottom right corner of the Agent App. From there, you can adjust your microphone and speaker settings.
- Ensure that your headset or preferred device is selected for both:
- Microphone (Your headset or computer micropone – often, this is the option with the brand name of your computer or headset)
- Output (Your headset or speakers – often, this is the option with the brand name of your computer or headset)
Using the correct audio devices ensures that Balto can accurately capture and respond to conversations in real time.
If the issue persists, please contact support@balto.ai for assistance.
Balto maintains 99.5%+ uptime, but if you ever want to check our system status or past incidents, you can do so anytime on our status page. You can also subscribe for real-time updates.
If You’re Using Windows:
- Open Sound Settings
- Right-click the speaker icon in your system tray and select Sound Settings.
- Scroll to the Input section and choose your headset’s microphone.
- Set as Default Communication Device
- In the Sound Control Panel, under the Recording tab, right-click your microphone.
- Select Set as Default Communication Device.
If You’re Using Mac:
- Make sure the input volume is turned up and that ambient noise reduction is off (if applicable)
- Open System Settings
- Click the Apple Menu > System Settings (or System Preferences on older macOS versions).
- Select Sound, then go to the Input tab.
- Choose Your Microphone
- Select your headset’s microphone from the list of input devices.
Balto Academy is your go-to learning hub for getting up to speed with Balto’s platform. It offers a series of self-paced onboarding courses designed to help new users—and even seasoned ones—understand how to make the most of Balto’s contact center AI
You can access Balto Academy here with your Balto Cloud credentials.
BALTO GIVEAWAY TERMS & CONDITIONS
NO PURCHASE OR PAYMENT OF ANY KIND IS NECESSARY TO ENTER OR WIN.
By entering the Balto Giveaway (“Giveaway”), you will be bound by these Terms & Conditions and you acknowledge that you satisfy all eligibility requirements. “Balto” means Balto Software, Inc. or any of its affiliates.
Eligibility. Open to individual legal residents of the 50 United States or the District of Columbia who (1) are a manager or above at their organization that has a call/contact center with softphones, (2) are the older of 18 years of age or the legal age of majority in their state of residence prior to the date of entry, and (3) provide a short summary of their conversation with a loved one.
Prize(s) and Winner Selection Method. Balto will award one (1) electric bike to an eligible individual who enters at the Giveaway point of entry, located at https://www.balto.ai/giveaway, (“Giveaway Landing Page”) using the selection method identified below. The Giveaway Landing Page will specify how to sign up for entry.
Limit one entry per person. Prize(s) will be fulfilled by a third party and will be delivered using the shipping address you select for the Giveaway.
Each prize will be awarded “as is” and without warranty of any kind, express or implied (including, without limitation, any implied warranty of merchantability or fitness for a particular purpose). If you receive a prize, you may not transfer, assign, or redeem the prize for cash. Balto may substitute a prize with a prize of equal or greater value.
How to Enter. You may enter the Giveaway via Giveaway Landing Page.
Disclosure in Connection with Publicizing Entry. If you choose to promote your entry via social media or other channels, you should disclose your connection to the Giveaway. For example, it may be sufficient to include a statement such as #Balto.
Other Giveaway. By entering a Giveaway, you will not be eligible to receive any prizes awarded in any other giveaway unless you enter each giveaway separately.
Additional Terms. Balto reserves the right to modify or cancel a Giveaway at any time. Balto and its affiliates are not responsible for: (a) lost, misdirected, late, or incomplete entries or for inaccurate entry information; (b) any operation or transmission error, theft, unauthorized access to, or alteration of, entries; or (c) damage to any computer or device resulting from downloading Giveaway materials. Balto may disqualify any individual found to be: (x) tampering with a Giveaway; (y) violating these Terms & Conditions; or (z) acting in an unprofessional or disruptive manner or with intent to threaten or harass any person. Incomplete and robotic, automatic, programmed or similar entries will be disqualified.
Miscellaneous. Each Giveaway is governed by the laws of Missouri. By entering a Giveaway, you agree (for yourself and your heirs) that Balto and each of its affiliates and agents, and any entity involved in any aspect of the Giveaway (all aforementioned parties are collectively, the “Released Parties”) will have no liability, and will be held harmless from and against liability, loss, injury or damage to property or person, including death, and reasonable attorney’s fees and court costs, due in whole or in part, directly or indirectly, by reason of the acceptance, possession, use or misuse of a prize or participation in the Giveaway, even if caused or contributed to by the negligence of any of the Released Parties.
You agree that Sponsor’s decisions related to each Giveaway and all distribution of prizes are final. Each winner agrees that, by participating in a Giveaway, Balto and its respective affiliates may use the winner’s name in any manner and in any medium for its promotional purposes without additional compensation, including posting in a winner’s list, except where prohibited by law, and Sponsor, Balto, and their respective affiliates may be required to disclose the winner’s address to state regulatory authorities.
Privacy Notice: All information submitted in connection with this Giveaway will be treated in accordance with these Terms & Conditions and Balto’s Privacy Policy.