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Handle Video chats in the conversation panel

Now that you have set up the video channel, please read the following article to fully understand how to handle video chats in the conversation panel.

⚠ Before starting, make sure your computer is equipped with a webcam and a microphone.


1. Receiving a new video call

1.1 Actions to be done on the agent's side

new-videoPupitreEN01.png

When receiving a new video call in the discussion panel, you will be asked to accept or decline this incoming call.

If it is the first time that you handle video chats, you will also be asked by your browser to authorize iAdvize.com to access your microphone and camera.

Capture_d_e_cran_2020-04-27_a__19.26.46.png

 

⚠️ As the pop-up is not very noticeable, this step is not always completed. In Chrome, it appears on the top of the page (see screenshot above).


Once you have given iAdvize.com the correct authorizations, a new window will show up in your discussion panel.

If you have not accepted the call yet, you will see a preview of your own video camera. The visitor will also see his/her own video until you accept his/her call.

Once you have accepted his/her call, the video of the visitor will be presented in the middle and your video will be reduced and positioned on the bottom right corner. The opposite will happen on the visitor's side.


1.2 Actions to be done on the visitor's side


First, the visitor has to authorize the website they are browsing to use their camera and microphone.

After the authorization is done, they can start the video chat by clicking on "Join now" positioned at the bottom of the chatbox.

Capture_d_e_cran_2020-04-27_a__19.07.16.png


2. Video chat window

2.1 On the agent's side

new-videoPupitreEN02.png

Click on the camera icon to switch on or off your webcam.
Click on the microphone icon to switch it on or off.

Click on the red icon or the cross to end the video conversation, but the conversation will not end, which means the visitor can still send messages to the agent, and vice versa. To end the conversation, simply click "End" on the conversation panel to completely close the conversation

You can also send written messages to your visitor.

2.2 On the visitor's side

The visitor can switch on or off his/her webcam, microphone and agent's sound at any time. They can access and read the agent's messages and send the agent messages.

Capture_d_e_cran_2020-04-27_a__19.13.09.png

They can also minimize the chat/video chatbox so that they can browsing on the website. After Minimizing, there will be 2 badges shown on the website (see screenshot below)

Capture_d_e_cran_2020-04-27_a__19.19.12.png

They can also enlarge the video window. 

Capture_d_e_cran_2020-04-27_a__19.20.26.png

Once they are done with the video chat, they can simply hang up by clicking on the red hang-up button. But the chat will continue in the chat box.

3. Technical pre-requisites

Network configuration :

  • The *.twilio.com domaine must be enabled on your network for the following protocols:
    - https://*.twilio.com
    - wss://*.twilio.com
  • iAdvize network pre-requisites must be set up: Adjust your network settings
  • Run the following test: https://networktest.twilio.com/. You should not get any error, especially on the "UDP Connectivity" one.

Security :

For security reasons, the visitor's page must be loaded with the HTTPS protocol.

It will not work with the HTTP protocol.

Compatible browsers :

To use the video channel, your browser must support WebRTC (whichever your operating system).
Here are the compatible browsers :

  • Chrome (the last 2 versions)
  • Firefox (the last 2 versions)
  • Opéra (the last 2 versions)
  • Edge Chromium
  • Safari, available on iOS only (the last 2 versions)

The following browsers are not and will not be compatible with the video channel:

  • Internet Explorer 
  • Edge (others versions)
  • Any browser which does not support WebRTC

Requested rates :

The video quality is adjusted according to the rate :

  • Low video quality: UP/DN minimum rate of 128 kb/s / 128 kb/s, recommended UP/DN rate of 300 kb/s / 300 kb/s
  • High quality video: UP/DN minimum rate of 400 kb/s /400 kb/s, recommended UP/DN rate of 500 kb/s / 500 kb/s

To know more about how to set it up, please read this article: Set up the video channel