Video Call

Articles

(21)
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Configure and Publish Video Call Asset

​This is only required for customer-initiated video callsCreate Video Call AssetGo to Digital Asset Manager → Create Asset → Omni Chat templatesSelect Channel as Sprinklr Live chat and Template Type as CardIn the button CTA, under the action, select Sprinklr Video Call​Publish Video Call AssetOnce t

Knowledge Base Article

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Configuration Steps

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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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Configure an Information Card with Video Call

This is only required for customer-initiated video calls.Configure an Information Card with the Video Call ActionNavigate to Live Chat Care and either edit an existing application or create a new one.Go to Personalize Your Live Chat and then to Home Screen.Under Cards, add the Information Card.Choos

Knowledge Base Article

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Configuration Steps

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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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Call Recordings

Brands have the option of recording video calls between agents and customers. These recordings can be reviewed later for compliance and training agents.Brands can choose from one of the two recording modesSingle Participant recording (Default): See active speaker’s video only (either agent or custom

Knowledge Base Article

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Additional Features

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Video Call Analytics

Call Transcript - This widget is visible for video cases where Automatic Speech Recognition models are used to transcribe conversations to text messages. This widget allows you to listen through the call conversation, set playback speed, rewind/forward, and download the recordings.​Markers on Custom

Knowledge Base Article

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Additional Features

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Virtual Background for Agents

You can now allow your agents to apply a virtual background during video calls with customers which allows them to take calls from anywhere by removing distractions in the background while maintaining utmost professionalism and encouraging remote collaboration. Allow agents to use custom images or b

Knowledge Base Article

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Additional Features

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Video Call Transcripts

You can enable real-time generation of transcripts for video calls in Care Console.Use casesAs an agent, with video call transcripts, you can retain and recall the details discussed during the call.As an agent, you can have an unalterable record of the call for future discussion with the same user.A

Video Calls

Live Chat

Transcripts

Knowledge Base Article

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Additional Features

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Allow Agents to Disable Customer's Camera

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. Revokin

Knowledge Base Article

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Additional Features

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Video Call Reporting

For all the reporting, you can use the following filter - Audio Only - False (for audio calls)Video Conversation Ended - TrueFor all reporting - Data Source will be ‘Social Analytics’​Total Video Calls Total number of video calls in the selected time range.Video Calls Completed This shows the distri

Knowledge Base Article

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Reporting

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