Master Page

Converting Chat to Video Chat

Both customers and agents can convert a text chat to video or voice. You must meet the following requirements to start or join a video chat while chatting with a customer:

Be working only on one chat session, that is, the current one
Have a webcam and microphones and speakers, or a headset

The chat activity must be from a queue with Video Chat enabled to be able to convert the activity to a video chat with the customer. If the activity is in a queue without Video Chat enabled, the video chat buttons are disabled.

Converting to Video Chat

To convert to video chat:

In the Chat pane, click the More button.
Click the Video option from the More dropdown menu. The system sends a message to the customer with a request to join the video chat. When the customer clicks the Accept button, the video frame opens in the Reply pane, above the chat transcript area.
You can now video chat with the customer. See Conducting Video Chat Sessions.

Converting to Voice Chat

To convert to voice chat:

In the Chat pane, click the More button.
Click the Audio option from the More dropdown menu. The system sends a message to the customer with a request to join the voice chat. When the customer clicks the Accept button, the video frame opens in the Reply pane, above the chat transcript area.
You can now voice chat with the customer. See Conducting Video Chat Sessions.

Accepting Invitations

Accepting an Invitation to Video Chat:

You can see the "Customername would like to video chat with you" message with Accept Video Chat and Decline options next to it.
Click the Accept Video Chat button to begin the video chat. You can now video chat with the customer. See Conducting Video Chat Sessions.

If you click Decline, a message is sent to the customer that you are unable to video chat at this time.

Accepting an Invitation to Voice Chat:

You can see the "Customername would like to voice chat with you" message with Accept Voice Chat and Decline options next to it.
Click the Accept Voice Chat option to begin the voice chat. You can now voice chat with the customer. See Conducting Video Chat Sessions.

If you click Decline, a message is sent to the customer that you are unable to voice chat at this time.