To address incidents of inappropriate behavior, agents now have the ability to disable a customer's camera and subsequently enable it again at their discretion. This new feature empowers agents to proactively prevent instances of harassment and protect themselves from unwanted behavior. Revoking/Granting camera permission can be done multiple times during the same video call. This feature is available by default.

Agent Side View

When hovering the mouse over the customer’s video tile, the agent will get an option to “Revoke camera access”. On clicking it, camera access will be removed for the customer and the agent will see a blank screen. If and when the agent wishes to grant camera access back again, they simply have to hover over the customer’s video tile and click on grant access. At this point, customers will get a notification stating that their camera permissions have been restored. It is then upto them whether they want to start their camera or not

Customer Side View

When the agent revokes camera permission, the customer will receive a notification stating that camera access has been disabled and they would no longer be able to see the Toggle camera on/off button on the tile.

When the agent grants the camera permission again, the camera on/off toggle will reappear and the default state will be camera off. At this point, it is up to the customer to switch the camera back on or not.