User/Agent Journey

Articles

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Customer Initiated Video Call

Journey #1Customer calls when agent already assignedTwo separate error messages will be displayed to the customer if there are distinct errors for the microphone and camera. In the images below, one error message is for the disabled microphone permission in the browser, while the other error message

Knowledge Base Article

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User/Agent Journey

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Agent Initiated Video Call

Step 1: Agent initiated video callAgents initiates the video call by clicking on the video icon in the care console which opens up video call setup screen. Agent will have option to turn off/on his mic/cameraStep 2: Customer receives video requestCustomer accepts video callVideo call notification co

Knowledge Base Article

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User/Agent Journey

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