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Set up the video channel

How about assisting your visitors "face-to-face"? Thanks to video conversations, you can answer their questions in a more comforting and humanised approach.

You can set it up in three steps.

1. Set up users' account

You first need to define which agents are going to handle video chats.

Read our dedicated article and go to Team > Users > Accounts.

Open user profiles to which you wish to assign video chats and tick the appropriate option in the "Communication" area.


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Switch the video channel to « ON ».

If several agents are going to handle video chats, you can choose to give priority to specific users by ticking the appropriate option.

2. Display video chat on your website

Once you have assigned video chats to users, you need to set up iAdvize so that this channel will be displayed on your website.

In your admin, create a video button.

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Then create targeting rules to display your button wherever and whenever you want. Here is how you can set up your video strategy:

  • option 1: if you wish to simultaneously display chat and video on the same page, you can create two fixed buttons (one for chat + one for video). Please note:
    • when a visitor clicks on a fixed button on a specific page, all other displayed channels become unavailable. If the visitor therefore clicks on the chat button, the video button will not be available anymore. If he/she wishes to start a video conversation whereas he/she has already started a chat conversation, it will have to be ended first.
    • to go around this situation, once the chat conversation has started, the operator has to end the conversation after explaining to the visitor that he/needs to close the chatbox and start a video chat. You can save this explanation as a canned answer.
  • option 2: if you wish to simultaneously display chat and video on the same page, you can create one floating button as well as one fixed button (one for chat + one for video). Please note: 
    • when a visitor clicks on one of the two buttons, the scenario described in option 1 also applies.
    • thanks to the floating button, you can still give more visibility to chat conversations and keep asynchronous/bot strategies. You will need to make the fixed video button disappear when no agent is available.
 In both cases, if the visitor starts a chat conversation as well as video conversation, then two conversations will be taken into consideration (two will be invoiced). If you put forward both buttons as soon as your agents are available, the visitor will be able to choose his/her preferred channel beforehand.
  • option3: create a dedicated landing page for video chats. For instance, a bot can initiate a scenario and redirect the visitor to a specific landing page. Please note:
    • as mentioned above, two conversations will be taken into consideration (= two will be invoiced)
    • you will need to display specific information on the landing page as soon as no agent is available for you to avoid transferred visitor's dissatisfaction.
  • option 4: create a dedicated landing page. A bot transfers the visitor to an agent who suggests video appointments and gives the landing page URL on which the video conversation will take place. This option does not however guarantee that the video conversation will take place. You first need to review routing groups to make sure the agent who suggested the appointment is going to be the one who is going to handle the video chat.

  • option 5: display video chat on a restricted perimeter of your website. 
  • option 6: Set up the video and if no agent is available, display the chat button.
    • A. If no agent is available for the video and you want to set up chat even if the agents are not available to answer in real-time (asynchronous chat), it is necessary to follow this configuration :
      • 1 distribution rule dedicated to video composed of an operator group that can do video and chat and that escalates visitor requests to 1 bot that returns 1 other distribution rule with a conversation queue threshold greater than 0

    • B. If no agent is available for the video and you want to set up a real-time chat, it is necessary to follow this configuration :
      • 1 distribution rule with no queue threshold, with 1 group of operators that can do video and chat
What cannot be done:
  • display a floating chat button on the left-hand side and a video one on the right-hand side. 
  • display a button with a chat CTA + a video CTA

Make sure you set up a waiting queue to 0 for routing groups who are going to handle video conversations. 

 

Note: if the satisfaction survey is enabled for chat conversations, it will be also be enabled for video chats.


3. Technical pre-requisites

A compatible browser is necessary as well as opening specific domains/protocols on your network. You will find more information in our dedicated article.

 

Also, read our article on how to handle video chats in the conversation panel.