Video calling

1. Introduction 

Agents now have the ability to launch video conversations with the users. This feature is available on the Enterprise plan.

Businesses that use live video chat save up to 50% or more on support costs ( in terms of agents and infrastructure ) versus other methods. Also, some complex issues need visual understanding which cannot be resolved through phone, email, or text. The customer issues are resolved faster with fewer touchpoints. With video-based support conversations, customer service metrics like FCT – First Contact Resolution and art – Average Resolution Time are improved to help support teams to take care of their SLAs.

2. Enabling video conversations

In order to allow video conversations on the OneView Inbox for agents, the Supervisor/Owner needs to check ‘ Enable Video Conversations’ under Configure >Live chat > Set up > Video Conversations. On enabling, we get a sub-option to allow screen share and localize the Join conversation Message for the bot user.

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3. Launching a video call 

Once the video conversations are enabled for the bot, the agents are able to view the launch video call icon in their OneView Inbox. They can click on the icon to initiate a video conversation with the end-user on the chatbot.

Note: End users cannot initiate video calls.

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In the video launch overlay, the agent has the option to mute/unmute, camera on /off, and hang up. The agent’s name is non-editable and as per his account name. 

When the agent starts the call, a request is sent to the user with the incoming message that was set in the configuration settings. Once a video call is initiated for a particular conversation, the video call option is disabled for other conversations. 

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The end-user has the option to join or decline the video call request.

4. PIP Mode 

Agents and end-users can minimize their video screen into pip mode by clicking on the pip icon on the top left corner. The pip video is draggable across the active tab. In the pip mode, we see the option to mute/unmute, turn ON/OFF the camera and hang up.

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5. Screenshare 

Screenshare is only available for agents and not bot users. When an agent clicks on the screen share option on his video screen, he is given choices to share – the entire screen, a particular window, or the browser tab. On his selection, the overlay automatically minimizes to pip mode and screen share is operational. To stop, the agent can maximize the pip and click the stop screen share button. Or he can stop the screen share via the browser message. 

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6. In-Video Chat 

For agents and bot users, there’s an option on the video screen to chat while the video call is ongoing. When an agent clicks on the chat icon, an in-video chat opens up and all the previous conversations with the bot are available. Any message sent via this in-video chat also persists in Bot and agent’s one view UI.

For the end-users, clicking the in-video chat minimizes the video screen to pip mode to enable the user to utilize the bot UI for conversing.

7. Omni-channel support 

Omnichannel customer experience is now a strategy adopted by successful enterprises for retaining customers.  It is now imperative to have a consistent brand experience across all the customer touchpoints. As opposed to just multi-channel support which doesn’t ensure an in-tune experience. 

For WhatsApp, Telegram, FB messenger, and other channel bots, an end-user cannot launch a video/voice call on their own but can request the agent to initiate a call. When an agent sends a video call request to a user, he receives the following message and link 

‘Join the video call by clicking on the link – <link>’

‘Join the call by clicking on the link’ should be configurable and localizable for other languages.

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When the end-user clicks on the join link for the video call request, a browser window is opened for the video overlay which is similar to the web. 

For these non-web channels, the user will be able to go into pip mode to converse with the agent.

If a user ends the call, the overlay will give him options to rejoin ( if the agent is still on call) and close.

Updated 22 May 2022
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