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Chat with visitors via Video on iAdvize mobile app

Agents can now handle video conversations on iAdvize mobile app (iOS/Android).

1. As an agent, I can now handle video conversations on iAdvize app

1.1 I need to allow iAdvize app to my camera/microphone before starting my incoming video chat

  • When it is the 1st time that I receive a video chat, I can accept the invitation or refuse it
  • iOS : If the 1st time I did not accept the invitation to allow iAdvize app to use my camera/microphone, then for the next video calls, I will receive the invitation again. I will be redirected to the settings to manually give iAdvize app right to use my camera/microphone 
  • Android : for next incoming video calls I can be proposed the invitation again, if the 1st time I did not accept the invitation
video-on-app01.1EN.png video-on-app01.2EN.png



1.2 If my screen is locked, I will receive a push notification when there is an incoming video chat

  • If I click on the push notification, I am redirected to the Incoming call screen
on iOS
video-on-app02EN.png

 

1.3 If I am in the app, I will be notified that a video call is coming 

  • I can see my face on the screen. The visitors won't be able to see me until I accept the video
  • I can choose whether to start the video or not by pressing the button “Go” or “Decline” :
    • if I choose to start the video, the video chat will start
      • Please note that I have about 30 seconds to accept the video chat. If not picked up, the video chat will be ended, but I can still find this chat in my conversation list with a video icon attached to it. 
    • if I choose to refuse the video chat, I can still access to the chat :
      • I will be redirected to my conversation list, and you can find this chat with a video icon attached to it. 
on iOS
video-on-app04.1EN.png


1.4 During ongoing video call…

  • I will be notified of the incoming messages from my visitor
  • I can easily enter the composition area if needed to send messages to my visitor by clicking at left-up corner 
  • I can activate and deactivate my camera & micro at any time by tapping on the video and microphone icon
  • I can switch from different cameras by tapping on the icon on the right-up corner
  • I can hang up/out my video conversation by tapping the "hang-up" icon
  • I can activate the landscape mode if needed 

on iOS
video-on-app04.2EN.png

Note: for Android, during an ongoing call, even if the agent leaves the app and goes to another site, the visitor will still be able to see the agent if the agent didn't close the camera.
  • If I click on the “hang-up” button, the video is definitely finished =>  I will arrive on the normal chat screen with this visitor. If I wish to continue chatting with the visitor, you can do so here. If the conversation is over, I can close the conversation and tag the conversation (There is no automatic closing for video chat"

 

1.5 If I receive a video chat, then I am not available for other conversations

  • I can only take 1 video chat at a time
  • In my Profile, the video toggle will turn orange
  • If I receive a video chat, then I am unavailable on other channels 
  • If I have an ongoing chat/call, I will be unavailable to receive a video chat

 

1.6 I can receive a video call even if my app is in background

  • iOS: If my app is in the background and I receive a video call, I will receive repeated notifications each one with a ringtone) for 30 seconds. If I tap on it during these 30 seconds, I will be redirected to the Incoming call screen. If not, the notification will disappear.
  • Android: If my app is in the background and I receive a video call, I will see a notification (with a song) for 30 seconds. If I tap on it during these 30 seconds, I will be redirected to the Incoming call screen. If not, the notification will disappear and the sound will stop.

 

2. As an agent, I can switch from one device to another and  keeping my video chat

2.1 I start a video conversation on desktop: I need to continue the video conversation on my iAdvize mobile app

  • If a video conversation is in progress on the desktop, I can easily switch it to my iAdvize mobile app, even if my computer is still open. After switching from my computer to my iAdvize mobile app, I will see this on the desktop:

video-on-app06EN.png

 

To know more about configuring the video channel please consult this article :
- Set up the video channel