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Getting Started with Audio and Video Upgrades

Getting Started with Audio and Video Upgrades

Using Audio or Video, rather than just Chat, increases your chances of conversion. Let's take a look at how you can leverage rich media. 

How to Upgrade to Video:

1) Click the camera icon in the Operator Interaction Panel to upgrade a Chat engagement to Video.

Rich_Media_Upgrade.png

 

2) Choose One-Way or Two-Way ("Offer Video")

With One-Way video the visitor will only be able to see you.

For Two-Way Video both the Operator and visitor both have video enabled

If a visitor declines Two-Way Video, One-Way Video will still be initiated.

One_Two.png

 

The visitor will see the following screen when the operator offers video.

Visitor_Side_Allow_Dialog_2.png

Once the visitor clicks Video the browser will ask permission to use the camera. After allowing the camera the Video engagement will begin.

 

Browser Warning: Allow Camera or Microphone

In all instances where a connection is required from the computer (i.e. using computer audio), both the visitor and the operator will be prompted to “Allow” the microphone or camera.

Allow_Cam_Mic.png

 

Audio Upgrade Flow

The same workflow applies for upgrading to Audio--just click the microphone icon instead of the camera icon. 

One-Way Audio allows you to speak to the visitor while the visitor continues chatting.

Two-Way Audio means you’ll both be able to communicate verbally. The visitor will be presented with the option to connect via phone or, if their browser allows, a computer mic.

 

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