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.
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.
Then create targeting rules to display your button wherever and whenever you want. Here is how you can set up your video strategy:
- when a visitor clicks on one of the two buttons, the scenario described in option 1 also applies.
- as mentioned above, two conversations will be taken into consideration (= two will be invoiced)
- 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
- 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
- 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 :
Make sure you set up a waiting queue to 0 for routing groups who are going to handle video conversations.
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.