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For more information about video and screen sharing, see Video and screen sharing (Visual Engagement).
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How do I use video and share my screen or view my customer's screen?
If enabled for your account, a video button appears in ContactPad.
You can click this button during an outbound interaction or when you are not working with an interaction. When you click the button, an Invite and join meeting dialog box appears.
From this dialog box, you can send an SMS invitation to a video meeting to your customer's telephone number. Type telephone number into the Phone number field in E.164 format and click Send meeting link. For information about E.164 format, see Telephone number formats in Vonage Contact Center in Salesforce. If you provide a telephone number in national format an error will appear in ContactPad. Alternatively you can click Copy customer link to copy the meeting link and send the invitation in a different way, for example, using email.
When you have sent an invitation or link to your customer, click Join join the video meeting.
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When you click the video button When a video interaction is in progress, the video button If you need to resend the SMS invitation or link at any time, click the video button |
When you click Join, the meeting opens in a new browser tab.
Type your name in Enter your name and then click Join Meeting to join the meeting. You will join a Vonage Meetings video meeting.
While in the video meeting, either you or your customer can click Screen Share. You can share an entire screen, application window, or Chrome tab. For more information about Vonage Meetings, see Vonage Meetings.
When you have finished using video and sharing your screen—or viewing your customer's screen—you can close the browser tab that the meeting is in or click End. You must also click End interaction in ContactPad to end the interaction in VCC. If you do not release the interaction, you will not receive any other interactions.
What does my customer experience?
The customer receives a link to the video meeting in an SMS or in, for example, an email. You customer's experience depends on where they click or tap the link:
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If Visual Engagement and recording of Visual Engagement meetings are enabled for your account, agents' meetings are recorded. The recording contains the video, audio, or both, from the meeting, and, if either party shared their screen, the contents of the shared screen. The recording runs for the duration of the meeting.
After the meeting ends, the recording is available in Interaction Content. For information about viewing recordings in Interaction Content, see Interaction Content. Depending on the length of the meeting, there may be a delay before the recording appears. The agent’s applicable browser window for the duration of the meeting
For information about accessing Interaction Content and finding your recordings, see Searching for interaction content.
In the list of recordings, a recording of a video meeting is indicated by a camera icon.
For information about playing the recording, see Listening to, viewing, and commenting on interaction content. You can play, pause, and download a recording, and change the volume while it plays.
Recordings are stored for up to 30 days.