Comm100 Support > Live Chat > Settings & Customizations
How to use Comm100 Audio & Video Chat

The Audio & Video Chat feature in Comm100 Live Chat enables your agents and your customers to talk over chat at any time. The solution offers more efficient and effective communication, speeds up resolution time, and improves customer experiences for higher satisfaction rates and increased sales.

Note: Audio & Video Chat is not available in the Live Chat Startup plan. To learn more about Comm100 packages and plans, visit here.


Step by Step Instructions

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Live Chat > Settings > Audio & Video Chat.
  3. Turn on the Audio & Video Chat toggle key.Audio & Video Chat - Google Chrome 2020-12-18 16.0.png

Enable Audio/Video Chat Option for Visitors

  1. From the left navigation menu, go to Live Chat > Campaign.
  2. Select a campaign from the Campaign drop-down list.
  3. Go to Chat Window.kb-cw-01.png
  4. Expand the Options for Visitors drop-down, and select the Allow visitors to request audio chats and Allow visitors to request video chats checkboxes.
    Chat Window - Google Chrome 2020-12-18 16.46.35.png
  5. Click Save.

Request Audio & Video Chat from Visitor Side Chat Window

After a chat starts, two icons will appear at the bottom of the visitor-side chat window. The visitor can click on the audio or video icon to start an audio or video call.

visitorside.png


Note: If icons are not available, please check if the visitor is using the supported browsers and platforms. While if icons are grayed out, please check if you are using web version agent console on Chrome or Firefox, or Comm100 Live Chat Desktop App version 8.5.0 or above.

The agent can accept or decline the audio/video chat. After the audio/video chat is established, the agent can still send live chat messages with the audio/video chat going on.
waiting.png 

 

Request Audio & Video Chat from Agent Console

On the Agent Console, the two icons are available as well.
agentside.png

Note: If icons are not available, please check if the agent is using the supported browsers and platforms. For the Comm100 Live Chat Desktop App, please use version 8.5.0 or above. If icons are grayed out, please check if the visitor is using a web browser that does not support Audio & Video Chat or this agent has been already in another audio or video chat.


Audio & Video Chat is currently allowed at the one-on-one session, which means direct talking between one visitor and one agent. Another visitor will not be able to start an audio or video chat with the same agent. Another agent cannot join an ongoing audio or video chat, but the agent can join in sending text messages as usual.