This is only required for customer-initiated video calls.

Configure Chat Action for Video Call

Add the chat action for a video call. Note that it will not be displayed automatically to the customer; it needs to be enabled through the Rule Engine.

1. Navigate to Live Chat Care and either edit an existing application or create a new one.

2. Go to Personalize Your Live Chat and then to Conversation Screen.

3. Under Actions, add the Start Video Call action.

   

Enable Chat Action for Video Call

Once you have configured the chat actions for a video call, follow these steps to enable the chat action based on pre-defined conditions:

1. Go to Rule Engine and create a Case Update rule.

2. Define the conditions under which you want to enable the video call chat action.

3. Select Enable Video Chat as the action under Actions on chat conversation associated to the case.

   

Disable Chat Action for Video Call

Once you have configured the chat actions for a video call, follow these steps to disable the chat action based on pre-defined conditions:

1. Go to Rule Engine and create a Case Update rule.

2. Define the conditions under which you want to disable the video call chat action.

3. Select Disable Video Chat as the action under Actions on chat conversation associated to the case.

   ​