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Conducting Video Chat Sessions

You must have a webcam and microphones and speakers, or a headset to video chat with a customer.

Video Chats can be escalated from text-only chats and can also be initiated in any of the following formats:

  • Two-way video chat: Regular video chat, where both you and the customer can see and hear each other

  • One-way video chat: Either the agent or the customer is streaming their video and voice, while the other user remains voice-only.

  • Voice chat: A voice-only chat between the agent and the customer. No video is streamed for this.

On receiving a two-way video chat offer, customers are given the option of accepting the video chat, accepting a one-way video chat with the agent streaming their video, or declining the invitation and remaining text-only.

video char

To video chat with a customer:
  1. When the video chat activity is assigned to you, the video frame opens in the Chat pane.

  2. You can chat with the customer using both video and voice. In the Chat pane, the video and voice icons indicate when video and voice are and are not being streamed from your machine.

    If the customer starts a one-way video chat, you will hear the customer, but not see them. When the chat connection is established, video streams from your machine, but your microphone is muted. Complete the instructions to unmute your microphone.

  3. To pause video streaming at any time, click the Pause Video button. The icon changes, indicating that the video is paused. Pausing turns off the video stream and can be performed by both agents and customers.

  4. To mute your microphone, click the Mute button. The icon changes, indicating that the audio is muted.

  5. To resume video, click the Resume Video button. The icon changes, indicating that the video feed has resumed.

  6. To unmute your microphone, click the Unmute button. The icon changes, indicating that the audio is no longer muted.

  7. To close the Video Chat frame, click the End Video button.

    After you end the video during a chat session, you can resume video at any point during the chat by clicking the Video Chat option under the More button again. An invitation is only sent to the customer the first time you start video. Subsequent initiations automatically start the video stream for the users that resume video.

  8. During a video chat session, you can use all the features of chat.

  9. You can also send web pages to customers. You can also offer cobrowse assistance to customers who need help navigating through web pages or filling some forms, etc.

  10. For chats initiated by anonymous visitors on the website, you can link the chat activity to a customer.

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