Understand video calls

Video calls allow end users to share their camera so that the support agent can see what the user sees, which can make diagnosing product issues faster and easier. Support agents can interact with the video stream in several ways to better direct the user - see Use video call features for details.

Videos are shared via a fully-encrypted peer-to-peer connection between the support agent and the end user for maximum quality and privacy. As such, the videos are not recorded and stored. However, support agents can take image snapshots as needed which will be stored with the conversation transcript.

Video calls use more bandwidth than other chat methods. A 3G LTE connection or better should be enough to establish a video call, but for higher quality video at least a 4G connection or wifi is recommended. If your end users don't have connections of this quality, it may be better to use voice calls which require less bandwidth. If your end users' connections are frequently interrupted, it's probably better to use text chat and share photos.

Support agents can only initiate video calls if the live support step is configured to allow it. See Live support settings.