Video chat and online calls
Video chat on your website
When configuring RichCall you decide whether it will be a video chat, an HD video call or just an online audio call. You also define which collaboration options (ie text chat, screen and doc sharing) will be available for your agents and clients.
Once everything is configured, you embed a RichCall button into your website which works as follows:
- an online visitor clicks the button and selects the sort of assistance he needs,
- the call is routed to the group of experts responsible for the type of issues, selected by a visitor,
- finally the client connects with one of the available agents.
Scheduling video calls with customers
Each expert schedules video calls in his own calendar. Once the new meeting is scheduled, its unique URL can be sent to the customer in SMS or email.
Escalation
Any phone call or a live chat session can be enriched with a live video on the fly.
While talking to a client over a regular phone call an agent generates a RichCall session and tells its unique 4-digits code to a client.
The client only needs to enter the code on a website to start an interactive collaboration session to exchange docs, share screens and co-browse the website.
To escalate a text chat session to a video call an agent generates a unique URL and sends it to the client in the text chat.
The client clicks on the link and calls directly to the agent he is interacting with.