2.4.9 Audio & Video Chat Setup

Owned by SUPPORT
Nov 07, 2024
4 min read

The Audio & Video Chat feature in CloudCX Web Chat enables your agents and your customers to talk over chat at any time. The solution offers more efficient and effective communication, speeds up resolution time, and improves customer experiences for higher satisfaction rates and increased sales.

Enable Audio & Video Chat for Widgets

Prerequisites

To enable Audio & Video Chat for widgets, your tenant needs to get the Audio & Video Chat permission. If you do not have the Audio & Video Chat permission, you can not see the Audio & Video Chat menu in your tenant.

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Omni Widget> Settings >Audio & Video Chat.

  3. Turn on the Audio & Video Chat toggle key.

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  1. From the left navigation menu, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list.

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  1. Go to Web Chat > Chat Window.

  1. Expand the Options for Visitors drop-down, and select the Allow visitors to request audio chat and Allow visitors to request video chat checkboxes.

  1. Click Save.

Audio & Video Chat Supported Browsers

The Audio & Video Chat in the system is built upon the WebRTC communications protocols and application programming interfaces.

Below are the supported browsers and platforms for both the agent and visitor sides.

Supported Browsers and Corresponding Platforms

  • Google Chrome (supported on Windows, macOS, Android, IOS).

  • Microsoft Edge (supported on Windows, macOS, Android, IOS).

Initiate an Audio & Video Chat

  • An Audio & Video Chat initiated by visitor:

  1. When the visitor enters the chat window and starts a chat, the audio & video icon will appear at the bottom of the Chat Window.

  1. Click on the audio/video icon to initiate an audio or video chat.

For visitors or agents, when they initiate an audio or video chat in the browser for the first time, a pop-up window will pop up on the browser requesting to use the microphone or camera. Only after the permission is authorized can the audio or video chat request be successfully initiated.

The logic for establish an audio & video:

  • Audio: Both the initiator and receiver must have a microphone and approved the permission, the audio chat request will be established; otherwise the audio chat request will not be established.

  • Video:

    • If the initiator does not have a camera, the video chat request will not be established.

    • If the initiator have a camera and approved the permission, but the receiver dose not have a camera, the video chat request will be established and the receiver’s screen will be displayed black.

    • Both the initiator and receiver have a microphone and approved the permission, the video chat request will be established.

 

  1. The agent received the audio/video chat request, who has the option to accept or decline the audio/video chat.

  1. The agent click to accept the audio/video chat request, the audio/video chat has been established.

  2. During the audio/video chat, the agent and visitor can still send messages to each other.

  1. All widgets in one tenant has a maximum number of audio/video chats. If the audio/video chats in your tenant has reached the maximum number, please contact your provider to modify it.

  2. When an agent is in an audio/video chat, the system will not assign a Web Chat or ticket to the agent until the chat ends.

  • An Audio & Video Chat initiated by agent:

  1. When the agent enters the new chat window, the audio & video icon will appear at the bottom of the Chat Window.

  1. Click on the audio/video icon to initiate an audio or video chat.

  2. The visitor received the audio/video chat request, who has the option to accept or decline the audio/video chat.

  3. The visitor click to accept the audio/video chat request, the audio/video chat has been established.

  4. During the audio/video chat, the agent and visitor can still send messages to each other.

 

 

 

 

 

 

 

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