Live Video sessions can be a quicker way to solve issues and gather information from customers, here's how to initiate one. It is advised to have a strong Wi-Fi network for optimal live video performance.
You will be directed to the Contact page to fill out the details for your invite.
Here are the instructions to fill in each section on the contact page:
See example below:
| Contact |
In the contact field, enter the recipient's phone number and/or email. To send an invite to multiple contacts, separate your contact information with a semicolon (;) with no space. |
| Reference | Create a reference code or keyword to internally track the live video session. |
| Display Note | Include a specific note (i.e., model, type, color) to display to the recipient when they open the workflow. |
| Invite Message |
The invite message is pre-populated with your company's default invite instructions, along with a unique session ID link to activate the live video session. You can edit the invite message (160-character limit), make sure to include the session ID link. |
| Restore Message |
Use this feature to restore your default messaging. |
| Skip Invite | This feature allows you to send session invitations from external communication channels. Simply copy the session link to an external communication channel and click skip Invite. |
See example:
After filling out the contact details, click Send to launch your live video session. If you'd like to add additional participants to your call, click here to learn more.
Live Video Controls
You can activate various features during your live video session. For example you can modify the brightness, take snapshots with comments, activate your camera, and mute/unmute your microphone.
Annotating your screen
To annotate your screen click and drag the cursor to draw directly onto the screen. From the mobile side, the end user can touch the screen to annotate back to the agent.
Desktop View Mobile View
Note: Annotations are not saved in the live video recordings after the call.
Downloading Media to your desktop
To download an individual entry tap on the three-dot menu and select download. If you'd like a copy of your snapshots in PDF format or a compressed ZIP file after your call, click from the set of tools up top.
See highlighted features below:
Ending A Video Call
To end the video call, click the phone icon.
Tip: If you are having internet connectivity issues, you can end the call
and restart it to refresh the connection. Participants on mobile can end and
restart to refresh on their end as well.
Once the call has ended, there is a waiting period to process and compress the recording file.
...and that's it! You've successfully initiated a live video session.
Read here to learn more about how to view the live video session results.
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