Objective

How to start video call in the Customer Action panel

Applies To

• Jumper
• Live chat
• Customer Action panel

Procedure

Customer Action Tab

In this section, you can take actions to drive customers forward with conversation with 2 Action types ‘Direct actions’ & ‘Bot handover’.
In these action types, you will find options such as sharing product details, creating order, starting a bot, collection or product flow, or even connecting via video call to understand your customer’s requests better.

Start Video Call (Beta)

In Live chat, you can engage with customers via Video call for more assistance.

To do so, click on the “Live chat” option in the menu, refer to the image below.

Then click on the user you wish to assist or engage using video call.

On the right of your screen, you should be able to see customer details.

Click on the “Actions” option beside Customer.

Under the Actions tab, you should be able to see “Start video call” option under “Direct actions”, click on it to start with the call.

Once you click on “Start video call” option you will see a “One-time video link”, which is the link for the video call (you can copy the link), attached with a message which is editable. Once you have added your preferred text click on the “Send to chat” option it will send the video link to the customer to join.

Once you have clicked on the “Send to chat” button, a popup will appear to join the video call, where you can enter your name enable disable audio/video before joining the call. After you add your name Click on “Join now” to start the call. Refer to the below image :

Once you click on “Join now”, the call will start and connect you with the customer.

Once the query is resolved, you can end the call, you will see the below image in the popup, now you can close the window.

After the call has ended,  you can find the call’s recording link in the chat which is auto-generated and saved.