Note: Applicable only to Mobile Native SDK.

Click-to-call enhances customer-agent interactions by automatically initiating a call when a chat session starts. This feature allows customers to instantly connect with an agent with a single click, enhancing the customer experience by ensuring faster and more efficient support.

Prerequisites

• A Zoom account or AWS Chime Account

• Permission to access the care console in the Sprinklr platform

Note: To enable Zoom or Chime Account for making and receiving video calls, please contact Sprinklr support at tickets@sprinklr.com.

How Click to Call Works

The Click to Call feature operates in the following ways:

Video Call:

• When a customer starts a chat session from your application, the Click to Call feature can automatically initiate a video call with an agent.

• This seamless transition to a video call enhances the support experience by providing a more personalized and effective interaction. Agents can assist customers with visual aids and direct interaction, leading to better resolution of issues.

  

Audio Call:

• Alternatively, the Click to Call feature can initiate an audio call when a chat session begins. This option is suitable for situations where visual interaction is not required, but real-time communication is crucial for quickly resolving customer issues.

By integrating the Click to Call feature into your mobile applications, you can significantly enhance customer satisfaction and streamline the support process, making it more interactive and responsive.