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  • Intro to the agent dashboard
  • Tutorial - Your first live chat

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  • Understand live chat
  • Understand voice calls
  • Understand video calls
  • Understand conversation links
  • Understand agent groups
  • Understand agent availability
  • Understand conversation debrief
  • Best practices for live chat

How-to guides

  • Edit your agent profile
  • Get notified of new conversations
  • Troubleshoot browser notifications
  • Toggle agent availability
  • Invite users with a conversation link
  • Share files with a user
  • Draw on images
  • Use video call features
  • Use saved replies
  • Transfer a live chat to another agent
  • Review previous conversations
  • Check agent availability
  • Report an issue

Reference

  • Glossary of terms

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.

Last updated on 10/13/2021
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