Real Time Video Chat
Puzzel Real Time Video Chat allows agents to seamlessly switch from text chat to a video call when a case requires more personal interaction or visual assistance.
The video chat is fully web-based and does not require any installation on the visitor’s side. All communication runs directly through the Puzzel Chat application.
When is Video Chat used?
A video chat can be started when:
- An agent is already connected in an active chat with a website visitor
- Both the agent and the visitor agree that the issue is easier to resolve using video
Starting a video call
- The agent informs the visitor that a video call is needed
- The agent initiates the video call directly from the chat
- The visitor receives a request in the chat and can:
- Accept the video call
- Decline the video call
If the visitor accepts, the agent and the visitor are connected in a video call directly in the browser.
During the video call
Both the agent and the visitor have full control over their own settings and can at any time:
- Turn the camera on or off
- Turn the microphone on or off
- Switch cameras (if multiple cameras are available)
- End the video call
Ending the video call
The video call can be ended by either the agent or the visitor. Once the video call ends, the conversation can continue in the regular text chat if needed.