Video Call

Articles

(21)
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Video Call Logs

Learn how you can access video call logs and any information recorded from your call history in your Video Call Log pane in Care Console.​Within the third pane of Care Console, you can view all the events that have happened during a video call on a case, for example, who cancelled the call, if there

Knowledge Base Article

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Additional Features

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Video Call Quality Management

OverviewThe feature introduces enhanced value to video calls between agents and customers by extracting valuable insights. When engaged in video calls, a transcript gets generated. This transcript is then analyzed by an AI model, yielding valuable insights that can be utilized by agents. Video calls

Sprinklr Live Chat

Knowledge Base Article

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Additional Features

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Automatic Call Termination in Agent Unavailability Scenarios

When there are no agents available to attend to incoming video calls, you have the option to promptly end the call for users through the utilization of Queue Rules.By employing Queue Rules, you can take automated actions to terminate video calls, thus preventing users from waiting unnecessarily or e

Knowledge Base Article

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Additional Features

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Video Commerce

Video commerce improves online conversations by empowering agents to connect with customers on a video call, providing a seamless shopping experience and real-time assistance to customers. Agents can give personalized recommendations to customers and push them one step closer to conversion by adding

Knowledge Base Article

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Video Call

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Video Call Events in Rule Engine

After a video call is missed, declined, or ended, you can initiate specific actions using a Case Update rule in the Rule Engine. These actions may involve tagging specific custom fields in the case or adding/removing the case from queues, etc.To Configure a Case Update RuleCreate a Case Update rule

Knowledge Base Article

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Additional Features

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Video Calls Overview

Video call is a feature that allows brands to make one-way or two-way video calls on the web/mobile. Video calls can be initiated by customers or agents depending on the use case. Sprinklr provides video call solution in integration with 2 vendors as of today i.e. with AWS (Amazon Web Services) and

Knowledge Base Article

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Overview

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Use Cases of Video Calls

Virtual ConsultationAllow store visitors to have virtual consultation with remote agents by opening chat page on store devices (eg- consult with tele optometrist for eye exam)Video CommerceMake shopping more personalized and hassle free by letting customers get on a video call with in-store agents.

Knowledge Base Article

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Video Call

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Adding video account​

To enable Video call feature, please raise a support ticket with the following details:Partner NamePartner IDSpecify the account you prefer for video calls: Zoom or AWS ChimeAdding AWS Chime account in Sprinklr​1. From quick search, go to Social Accounts.2. Click on ‘Add Account’ and search for AWS

Knowledge Base Article

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Configuration Steps

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Manage Video Call Case Creation

Creating CaseCreate a rule for routingWhen a customer initiates the video call, the case could be either already beAssigned to an agentUnassigned/Assigned to bot​If the case is assigned to an agent when a video call is initiated, the routing logic should be that the video call should be assigned to

Knowledge Base Article

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Configuration Steps

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Chat Action for Video Call

This is only required for customer-initiated video calls.Configure Chat Action for Video CallAdd 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.Navigate to Live Chat Care and either edit an existing a

Knowledge Base Article

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Configuration Steps

Getting Started with Sprinklr Service

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