Use video call features

During video calls, all the options from normal live chat are available. Additionally, support agents can interact with the shared video in several ways to better guide the user.

Text chat

You can still type messages to the end user, which can be especially useful if the end user is in a noisy environment. The end user will see the most recent message displayed over the bottom of their video.

The end user can also swap between a text chat pane and the video call pane at any time. While on the text chat pane, they can see the chat log and also type their own messages back.

Pause

Pause the video by clicking the pause button in the video controls at the bottom of the video pane.

This will pause the video feed for both the agent and the user, making it easier to focus on specific areas without the user needing to hold the camera steady for a long period.

Point

Display a pointer to the user by mousing over the video pane. Your cursor will be visible to the user as an arrow.

You can use this to direct the user toward specific areas in the image.

Draw lines

Draw lines on the video by simply clicking and dragging over the video pane. These lines will be visible to the user.

If the video is unpaused, these lines will fade automatically after a few seconds. If the video is paused, they will persist until the agent clicks the "CLEAR" button in the top middle of the video pane.

You can use this to circle or highlight important areas or illustrate directional movement, but note that the video may appear mirrored to the user depending on the camera they are using.

Save a snapshot

Take a snapshot by clicking the snapshot button in the video controls at the bottom of the video pane.

This will take a snapshot image of the current state of the video. You can then decide what to do with this image:

1. Add to note: this saves the snapshot to the conversation's running notes. These are not visible to the user but can be examined by support agents and Mavenoid admins when reviewing conversations.
2. Download: save the snapshot to your file system as an image.
3. Copy to clipboard: copy the snapshot image to your system clipboard for pasting elsewhere.