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Video calls for chat, sms and WhatsApp channels

Video calls for chat, sms and WhatsApp channels

A video call can be activated during a chat or, from version 3.47.0 a sms or WhatsApp session, thanks to the integration with our Vidaoo solution.

Requirement: For this feature, the Video channel add-on license is required

 

To enable the agent to start a video call:

  • Edit the desired chat website or sms/WhatsApp account

  • open Video tab

  • Switch on the selector Start Video Call

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Then, you can configure:

  • API Key to manage a Vidaoo meeting. The API Key can be retrieved (generated and copied) from your Account in Vidaoo (see how to generate in the User profile an API Token).

  • Vidaoo Topic: the title of the generated meetings (unique per each website).

  • Vidaoo Note: notes useful for Vidaoo reports.

  • Vidaoo Metadata: Video Call data in JSON format useful for Vidaoo automations. (By default, this is an empty field). 

 

Video Agent Experience

When this switch is activated, the Agents will see the Start Video Call option in the session Commands Menu: 

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A meeting link for a video session is generated and sent to both the agent and the customer:

  • the agent will view a link in the omni desktop interface to click in order to join the video call.

  • the customer will receive the link in the conversation window

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During the video call the interaction can be closed or continued (once activated, the second channel is independent from the first and you can switch among them as you like).